IT Managed Services Contract Template — SLAs, Support & Maintenance

This IT Managed Services Agreement ("Agreement") is entered into as of [DATE]:
IT Provider: [YOUR NAME/COMPANY] ("Provider")
Client: [CLIENT NAME/COMPANY] ("Client")
This Agreement governs IT managed services for Client's technology infrastructure.

Provider will provide the following managed services:
1. Help Desk Support:
  - [X] hours per month or unlimited
  - Support channels: [PHONE, EMAIL, PORTAL, REMOTE]
  - Response times per SLA (Section 3)
2. System Monitoring:
  - 24/7 monitoring of critical systems
  - Alerting and notification
  - Performance monitoring
3. Maintenance & Updates:
  - Regular patching and updates
  - Security updates and patches
  - System optimization
4. Backup & Recovery:
  - Daily backups
  - Backup verification
  - Disaster recovery planning
5. Security Management:
  - Antivirus/antimalware management
  - Firewall management
  - Security monitoring
6. Reporting: Monthly service reports

Response Time SLAs:
  - Critical Issues: [X] hours response
  - High Priority: [X] hours response
  - Normal Priority: [X] business hours response
  - Low Priority: [X] business days response
Resolution Time SLAs:
  - Critical Issues: [X] hours resolution target
  - High Priority: [X] hours resolution target
  - Normal Priority: [X] business days resolution target
Uptime SLA:
  - [X]% uptime guarantee for covered systems
  - Excludes planned maintenance and force majeure
SLA Credits:
  - [X]% credit for each hour of SLA breach
  - Maximum credit: [X]% of monthly fee per incident

Services Included:
  - Help desk support per Section 2
  - System monitoring and management
  - Regular maintenance and updates
  - Backup and recovery services
  - Security management
Services NOT Included (Available Separately):
  - Hardware purchases and installation
  - Software licensing and procurement
  - Major system upgrades or migrations
  - Custom software development
  - Network infrastructure installation
  - Training and documentation
Excluded services require separate Statement of Work (SOW)

Client Responsibilities:
  - Provide necessary system access and credentials
  - Follow IT policies and procedures
  - Obtain approval before making system changes
  - Not install unauthorized software
  - Report issues promptly through proper channels
  - Designate primary IT contact
Client Actions That May Void Support:
  - Unauthorized software installation
  - Hardware modifications without approval
  - Policy violations
  - Accessing systems outside scope of authority
Issues caused by client actions may be billable separately

Planned Maintenance:
  - Scheduled maintenance windows: [DAYS/TIMES]
  - Advance notice: [X] days for standard maintenance
  - Emergency maintenance: As needed with best-effort notice
Maintenance Activities:
  - System updates and patches
  - Security updates
  - Performance optimization
  - Backup system testing
Planned maintenance does not count against uptime SLA
Provider will minimize disruption during maintenance

Third-Party Services:
  - Provider may manage relationships with vendors
  - Provider will advocate for Client with vendors
  - Provider cannot guarantee vendor performance
Vendor Limitations:
  - Provider not responsible for vendor outages
  - Provider not responsible for vendor response times
  - Provider not responsible for vendor service changes
  - Vendor issues are outside Provider's control
Provider will work with vendors but cannot control their services

Backup Services:
  - Daily backups of critical systems
  - Backup retention: [X] days
  - Backup verification: [WEEKLY / MONTHLY]
Recovery Objectives:
  - Recovery Time Objective (RTO): [X] hours
  - Recovery Point Objective (RPO): [X] hours
Disaster Recovery:
  - DR plan documentation
  - DR testing: [ANNUALLY / QUARTERLY]
  - Actual recovery time may vary based on disaster scope
Client Responsibilities:
  - Maintain off-site backups of critical data
  - Test restore procedures
  - Provide disaster recovery requirements

Security Services:
  - Antivirus/antimalware management
  - Firewall configuration and monitoring
  - Security patch management
  - Security monitoring and alerting
Compliance:
  - [GDPR, HIPAA, PCI-DSS, etc. - if applicable]
  - Provider will implement reasonable security measures
  - Compliance is shared responsibility
Security Limitations:
  - Provider cannot prevent all security threats
  - Client responsible for user security practices
  - Provider not liable for breaches due to client negligence

Monthly Managed Services Fee: $[AMOUNT]
Payment Due: 1st of each month
Setup Fee: $[AMOUNT] (one-time, due upon signing)
Additional Services:
  - Services outside scope: $[RATE]/hour
  - After-hours support: $[RATE]/hour
  - Emergency support: $[RATE]/hour
Payment Terms: Net [X] days from invoice
Late Payment: Services may be paused if payment is [X] days overdue

Initial Term: [X] months, beginning [START DATE]
Renewal: Auto-renews monthly unless either party provides [X] days written notice
Termination:
  - Either party may terminate with [X] days written notice
  - Setup fee is non-refundable
  - Client pays for services rendered through termination date
  - Provider will transfer access and provide documentation
Early Termination Fee: [X] months of monthly fee (if applicable)

Provider's liability limited to total fees paid in the [X] months preceding any claim
Provider not liable for indirect, consequential, or punitive damages
Provider not liable for lost revenue, lost data, or business interruption
Provider not responsible for third-party vendor issues
Provider not responsible for client-caused issues
Maximum liability: [X] months of monthly fees

Both parties agree to the terms above.
Provider: _________________ Date: _________
Client: _________________ Date: _________