These templates cover IT support services - that is, the provision of guidance, advice, installation and configuration services, helpdesk support and problem resolution in relation to hardware and software. They also cover hardware supply and third party software supply. The templates are each accompanied by a skeleton statement of work. When entering into a contract for the support services, the statement of work should be completed and signed by the parties, with the terms and conditions forming an attachment to the statement of work.
The templates are for business services, and do not include any provisions to take account of consumer protection legislation. Accordingly they should not be used for customers that are consumers.
The terms and conditions come in three flavours: short-form (basic); standard-form and long-form (premium). The longer documents are much more flexible than the shorter documents, but also require more editing work. Each longer document includes all the provisions of the shorter documents, and a number of additions.
The additional provisions in the standard IT support T&Cs cover:
- confidentiality obligations
- extra details on hardware supplies
- force majeure
- liability caps
- contractual notices
The additional provisions in the premium IT support T&CS cover:
- customer premises
- customer computer system requirements
- party representatives
- personal data processing
- software licence audit
- contract management
- non-solicitation of personnel
There's also a support SLA in the standard and premium documents, that is omitted from the basic document.