IT support terms and conditions (B2C)

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

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

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.

These terms and conditions 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


This template is supplied in Word (.doc) format and is 21 pages long, including 9 pages of guidance notes.