IT support terms and conditions (B2C)

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An agreement governing the provision of IT support services supply to consumers.

Author: Alasdair Taylor
Updated: 7 January 2021
Length: 10 pages
Notes: 11 pages
Format: MS Word (.DOCX)

This is an IT support services T&Cs document, for B2C relationships.

The services provider is obliged by the T&CS to provide the defined support services to the customer. The support services may include installation services, configuration services, integration services, the application of updates and upgrades, helpdesk provision, issue investigation and/or issue resolution. These will usually be provided with respect to particular hardware or software.

In consideration for the provision of these services, the customer must pay agreed charges to the services provider. If charges ore overdue, the services provider may suspend performance.

Discretionary clauses address the supply of hardware and the provision of software licences for third party software. Distance and off-premises contracts provisions are included in a separate section, detailing consumers' special rights of cancellation.

The T&Cs assume that the services provider will act as a controller (rather than a processor) with respect to any customer personal data handled by the services provider. Accordingly, it does not include a data processing clause. Where you are acting as a controller, you will of course need to ensure that you meet your disclosure and other obligations with respect to the personal data. Disclosure obligations will usually be met using a privacy policy.

These T&Cs also include an outline of statement of work. The T&Cs should be appended to a completed and signed statement of work, which both the parties should sign. Alternatively, the statement of work can be turned into an online form.


  1. Definitions
  2. Term
  3. Support Services
  4. Product supply
  5. Third Party Software supply
  6. Customer obligations
  7. Charges
  8. Payments
  9. Distance contracts: cancellation right
  10. Warranties
  11. Limitations and exclusions of liability
  12. Termination
  13. Effects of termination
  14. Subcontracting
  15. General


  1. Customer details
  2. Specification of Support Services
  3. Identification of Supported Hardware and Supported Software
  4. Identification of Third Party Software
  5. Specification of Products
  6. Timetable
  7. Financial provisions


A copy of these IT support terms and conditions (B2C) is included in the following pack:

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