Service Agreement template

Parties

This agreement is made between [Your company], [Company number], of [Your address], referred to as the Provider, and [Client company], [Company number], of [Client address], referred to as the Client.

1. Services

1.1 What is covered. The Provider will supply managed support for the Client's 34 workstations, 4 servers, network equipment and Microsoft 365 tenancy, including monitoring, patching, backup verification and a service desk.

1.2 Support hours. The service desk operates 7am to 7pm on business days. Outside those hours an on-call engineer responds to critical faults only, defined in clause 2.

1.3 What is not covered. Hardware replacement, third party software licences, work at the Client's other offices, and any project work quoted separately. Time spent on excluded work is billed at $165 an hour.

2. Service levels

2.1 Measurement. Response time is measured from the ticket being logged to a named engineer contacting the Client. Performance is reported monthly and reviewed each quarter.

2.2 Service credits. If the Provider misses the P1 response target more than twice in a month, the Client receives a credit of 10 percent of that month's fee, applied to the next invoice.

3. Fees

3.1 Monthly fee. The fee is $4,180 a month plus tax, covering the devices and users listed in Schedule 1. Invoices issue on the first business day of the month, payable within 14 days.

3.2 Changes in scale. Devices added during a month are charged pro rata at $86 per workstation and $340 per server. Removals take effect at the start of the next month.

3.3 Annual review. The fee is reviewed once a year and may rise by no more than CPI plus two percent, with 60 days written notice.

4. Obligations

4.1 Client obligations. The Client keeps its software licences current, gives the Provider administrative access to the systems in scope, and names one contact authorised to approve work outside this agreement.

4.2 Provider obligations. The Provider keeps a current register of the Client's systems, verifies backups weekly, and reports any security incident to the Client within four hours of detection.

5. Confidentiality and data

5.1 Confidential information. Each party keeps the other's confidential information private, uses it only to perform this agreement, and returns or destroys it within 30 days of termination.

5.2 Client data. Client data remains the property of the Client. The Provider does not access it except as needed to deliver the services, and never moves it outside [Jurisdiction] without written consent.

6. Term and termination

6.1 Term. This agreement runs for 12 months from the commencement date and then continues month to month unless either party ends it.

6.2 Notice. Either party may end this agreement with 60 days written notice. The Provider will assist with transition for up to 20 hours at no charge.

6.3 Breach. A party in material breach has 14 days to remedy it after written notice. If it is not remedied, the other party may end the agreement immediately.

Schedule 1. The device and user list is attached as Schedule 1 and is updated at each quarterly review. It forms part of this agreement.