Technology
IT Support Services Agreement
Technology support contract covering help desk services, response times, escalation procedures, service level agreements, and technical support for comprehensive IT assistance programs.
Key Clauses
1
Support Services
Defines helpdesk, troubleshooting, and system maintenance services provided.
2
Response Times
Establishes response and resolution time targets based on issue severity.
3
Support Channels
Specifies available support methods—phone, email, remote access, and on-site visits.
4
Escalation Procedures
Details how issues are escalated from frontline support to specialized engineers.
5
Service Level Credits
Provides credits or remedies when support targets are not met.
Use This Template
When You Need This
- Outsourcing IT helpdesk and technical support to a managed provider
- An IT company formalizing support terms with a new business client
- Establishing clear response time expectations for technical issue resolution
- Defining escalation procedures for critical system outages