IT Support and Managed Services Agreement

About this document

What it’s for

A contract for ongoing IT support and managed services: service desk, monitoring and management of devices, servers and Microsoft 365 or Google Workspace tenancies, cyber security tools, backup and on-site support. It makes clear who is responsible for what – especially on security and backups – and how the customer can leave.

When to use it

For monthly per-user or per-device IT support contracts
Where you resell licences (such as Microsoft 365 through the Cloud Solution Provider programme) or security tools
With the Service Level Agreement in this library for detailed response targets and service credits

What’s inside

The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.

Definitions and interpretation
Commencement and term
The Services
Onboarding
Service levels
Customer responsibilities
Security responsibilities
Backup and disaster recovery
Remote access and monitoring tools
Third-Party Products and licences
Hardware
Charges and payment
Personnel and non-solicitation
Data protection
Confidentiality
Intellectual property
Limitation of liability
Termination
Exit
Force majeure
General
Disputes, governing law and jurisdiction
Definitions and interpretation
Commencement and term
The Services
Onboarding
Service levels
Customer responsibilities
Security responsibilities
Backup and disaster recovery
Remote access and monitoring tools
Third-Party Products and licences
Hardware
Charges and payment
Personnel and non-solicitation
Data protection
Confidentiality
Intellectual property
Limitation of liability
Termination
Exit
Force majeure
General
Disputes, governing law and jurisdiction

Also included

Excluded (Out-of-Scope Work)
Onboarding, sites and approved subcontractors

How to complete it

Tick the services provided in the Service Catalogue (Schedule 1) and complete the shared responsibility matrix (Schedule 3)
Set the minimum term and notice period in clause 2
Complete the charges in Schedule 4 and the exit plan in Schedule 5
Check the liability caps in clause 17, especially for data loss and cyber incidents

Key points to check

Make sure the customer understands which security controls they have declined
Watch for the Cyber Security and Resilience Bill, which is expected to regulate larger managed service providers

Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.

Included in the pack

Tech & SaaS

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Editable Microsoft Word files

Guidance notes in every document

Written for UK businesses

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IT Support and Managed Services Agreement

What it’s for

When to use it

What’s inside

Also included

How to complete it

Key points to check

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