Service Agreement
IT SERVICE AGREEMENT (GENERALIZED TEMPLATE)
This IT Service Agreement (“Agreement”) is entered into between the service provider identified below (“Provider,” “we,” or “us”) and the client receiving services (“Client” or “you”). This Agreement governs all IT services delivered by the Provider.
By engaging the Provider’s services, the Client acknowledges that they have read, understood, and agree to be bound by all terms and conditions contained in this Agreement.
1. SERVICES PROVIDED
The Provider may offer a range of IT-related services, including but not limited to:
- Computer repair and troubleshooting
- Hardware and software installation and configuration
- Network setup, configuration, and maintenance
- Cybersecurity assessments and malware removal
- System optimization and performance improvements
- Data backup and data recovery services
- Remote support sessions
- Onsite technical support
- Consulting, assessments, and planning services
- Optional periodic maintenance visits
The Provider may modify available services at its discretion.
2. SERVICE RATES AND FEES
2.1 Standard Rates
The Provider’s standard hourly rates are as follows (customizable):
- Business Clients: $___ per hour (1-hour minimum)
- Residential Clients: $___ per hour (1-hour minimum)
Rates apply to both onsite and remote services unless otherwise specified.
2.2 Emergency Service Rates
Emergency support includes same-day or next-day service, subject to availability.
- Business Clients: $___ per hour
- Residential Clients: $___ per hour
2.3 After-Hours Service
Services rendered outside regular business hours or on weekends are billed at 1.5× the standard hourly rate, unless otherwise noted.
Emergency calls are billed at emergency rates, not after-hours rates.
2.4 Travel Fees
A standard service radius may be established by the Provider.
- No additional travel charge within: ___ miles
- Beyond ___ miles:
- Mileage fee: $___ per mile (round trip)
- Travel time: $___ per minute
2.5 Consulting Services
Consultation and assessment services are billed at the same hourly rates and minimums as standard services.
3. AVAILABILITY AND SCHEDULING
3.1 Standard Hours
Provider’s regular business hours are:
Days: ________
Hours: ________
Onsite availability may be limited to specific time windows based on demand.
3.2 Response Times
- Non-emergency requests are typically responded to within – hours.
- During high-volume periods, responses may take up to – hours.
- Emergency requests should be clearly labeled as such.
3.3 Scheduling
Appointments are usually scheduled – days in advance.
Earlier openings may become available through cancellations.
3.4 Additional Tasks
Additional service tasks requested at the last minute may require rescheduling if they cannot be completed within the existing appointment window.
4. PHONE SUPPORT POLICY
The Provider does not offer troubleshooting or technical support over the phone.
All technical support must be scheduled as onsite or remote sessions to ensure accuracy and proper diagnostics.
5. OPTIONAL PERIODIC MAINTENANCE
Clients may opt for recurring maintenance (monthly, quarterly, etc.).
These visits may include:
- Hardware health checks
- Backup audits
- Malware scans
- Security hardening
- Updates and patching
- General clean-up and system review
Maintenance is billed at the applicable hourly rate.
6. PAYMENT TERMS
6.1 Payment Due
Payment is due upon completion of services or within ___ days of invoice, whichever occurs first.
6.2 Late Fees
Payments received after the due date may incur a late fee as determined by the Provider.
6.3 Credit Terms
Unless stated otherwise, credit terms such as Net 30 are not offered.
7. DATA BACKUP RESPONSIBILITY
The Client is solely responsible for backing up all important data prior to service unless a backup service has been pre-arranged and billed accordingly.
The Provider is not liable for:
- Data loss
- Data corruption
- System failures resulting in data access issues
All backup, transfer, or recovery services are performed at the Client’s risk.
8. SERVICE GUARANTEE / WARRANTY
8.1 Limited Service Guarantee
The Provider guarantees repair work for ___ days from the completion of service.
If the initial problem persists, the Provider will reattempt repair at no additional labor charge.
8.2 Limitations
Additional charges may apply if:
- The issue is unrelated to the original problem
- New symptoms appear
- System conditions change after service
8.3 Client Responsibility
Clients should report continuing issues as soon as possible to prevent worsening conditions.
9. LIMITATIONS OF LIABILITY
9.1 Exclusions
The Provider is not responsible for:
- Re-infection by malware
- Physical damage, water damage, electrical surges
- Data loss or corruption
- Hardware failure
- Issues caused by client misuse
- Failures arising from outdated systems or unsupported software
- Acts of nature (fire, flood, etc.)
9.2 Cap on Liability
Total liability is limited to the amount the Client paid for the specific service performed.
9.3 Force Majeure
The Provider is not liable for delays or service failures due to events outside its control (natural disasters, power outages, pandemics, supply chain disruption, etc.).
9.4 Client Indemnification
The Client agrees to indemnify and hold the Provider harmless against claims resulting from the Client’s misuse of hardware, software, or systems.
10. CONFIDENTIALITY AND PRIVACY
10.1 Provider Commitment
The Provider agrees to:
- Keep Client information confidential
- Protect passwords and login information
- Only access systems as required for service
- Not copy, transfer, or remove Client data without consent
- Sign NDAs upon request
10.2 Data Upon Termination
At Client’s request, any stored configuration notes or system information will be returned and removed from Provider records.
10.3 Security Practices
The Provider may use industry-standard safeguards such as:
- Firewalls
- Encryption
- Physical access controls
Client remains responsible for long-term data security and backup practices.
11. THIRD-PARTY SOFTWARE & PRODUCT SUPPORT
The Provider is not an official representative of any third-party product or software vendor.
Support for third-party products may be limited.
For issues requiring vendor intervention, the Client must contact the official support channels.
11.1 Vendor Liaison Services
The Provider may, upon request, work with third-party vendor support on the Client’s behalf at the standard hourly rates.
12. CLIENT RESPONSIBILITIES & PREVENTATIVE MAINTENANCE
12.1 Expectations
Clients are expected to:
- Maintain updated systems
- Follow recommended upgrade paths
- Schedule periodic IT reviews
- Treat IT as an ongoing investment
12.2 Outdated Systems
Repairs cannot be guaranteed on outdated or unsupported hardware/software.
Emergency failures on obsolete systems may limit repair options.
13. NON-SOLICITATION
Clients agree not to solicit or hire Provider technicians or employees during the term of this Agreement and for one (1) year after its termination.
14. LICENSING AND INSURANCE
The Provider affirms that it maintains appropriate licenses and insurance applicable to the services offered and jurisdictions served. Proof may be provided upon request.
Sales tax will be applied where required by law.
15. GOVERNING LAW
This Agreement shall be governed by the laws of the state or jurisdiction where the Provider operates.
Any disputes shall be resolved in the courts of that jurisdiction.
16. MODIFICATIONS
The Provider reserves the right to update or modify the terms of this Agreement.
Clients will be notified of material changes. Continued use of services indicates acceptance.
17. SEVERABILITY
If any part of this Agreement is deemed unenforceable, the remaining provisions will remain in effect.
18. CLIENT ACKNOWLEDGMENT
By receiving services, the Client acknowledges that they:
- Have read and understand this Agreement
- Understand their responsibilities regarding data and system maintenance
- Understand the scope of services, limitations, and fees
- Agree to be bound by the terms in this Agreement