IT support terms and conditions

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Terms and conditions for general IT support services, covering both hardware and software.

Author:Alasdair Taylor
Updated:22 April 2024
Length:13 pages (min.)
Notes:13 pages (min.)
Format:MS Word (.DOCX)

The templates you can find here are concerned with the B2B provision of general IT support services, that should not be used in respect of customers that are businesses: they do not include any provisions to take account of consumer protection legislation. 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 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 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
  • indemnities
  • expenses
  • extra details on hardware supplies
  • timesheets
  • 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
  • publicity
  • non-solicitation of personnel

There's also a support SLA in the standard and premium documents, that is omitted from the basic document.

Contents of premium version.

  1. Definitions
  2. Term
  3. Support Services
  4. Product supply
  5. Third Party Software supply
  6. Licence audit
  7. Second Party obligations
  8. Second Party Premises
  9. Second Party Systems
  10. No assignment of Intellectual Property Rights
  11. Representatives
  12. Charges
  13. Expenses
  14. Timesheets
  15. Payments
  16. Confidentiality obligations
  17. Publicity
  18. Data protection
  19. Indemnities
  20. Limitations and exclusions of liability
  21. Force Majeure Event
  22. Termination
  23. Non-solicitation of personnel
  24. Notices
  25. Assignment
  26. No waivers
  27. Severability
  28. Third party rights
  29. Variation
  30. Entire agreement
  31. Law and jurisdiction
  32. Interpretation

Schedule: Support SLA

Statement of Work


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

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