IT Support Contract Template

A comprehensive workflow guiding the creation, negotiation, and implementation of business IT support contracts, ensuring efficiency and transparency.

Identify the IT services required by the business

This task involves identifying the specific IT services that the business requires. It is important to have a clear understanding of the business's IT needs in order to provide appropriate support. Consider the current IT infrastructure, software requirements, and potential future needs. Engage with relevant stakeholders to gather their input and ensure comprehensive identification of IT services.

Define the scope of support needed

In this task, define the scope of support needed by the business. Determine whether support is required for hardware, software, or both. Include any specific requirements or limitations within the scope. Clearly outlining the scope of support will help manage expectations and prevent any misunderstandings down the line.

Determine the duration of the contract

In this task, determine the duration of the IT support contract. Consider the business's needs and budget, as well as any specific requirements or circumstances that may affect the contract duration. It is important to establish a clear time frame to ensure that both parties are on the same page and to avoid any potential disputes in the future.

Prepare a preliminary draft of the contract

This task involves preparing a preliminary draft of the IT support contract. Include all the relevant terms and conditions, as well as any specific requirements or limitations discussed with the client. The preliminary draft will serve as a starting point for further discussions and negotiations with the client.

Approval: Department Manager for the preliminary draft

Determine pricing structure for the support services

In this task, determine the pricing structure for the IT support services. Consider factors such as the level of support needed, the complexity of the IT infrastructure, and industry standards. It is important to establish a fair and competitive pricing structure that aligns with the value provided by the support services.

Clarify definition of response times and resolution times

This task involves clarifying the definition of response times and resolution times for IT support requests. Clearly define the expected time frames for acknowledging and addressing support requests. This will help manage client expectations and ensure timely resolution of issues.

Define procedures for escalating issues

In this task, define the procedures for escalating IT support issues. Determine the appropriate levels of escalation, the criteria for escalation, and the communication channels to be used. Having clear escalation procedures in place will help ensure that issues are addressed in a timely and effective manner.

Specify hardware and software responsibilities

Specify the hardware and software responsibilities of the IT service provider. Define which hardware components and software applications are included in the support contract. Clarify the responsibilities of the service provider regarding installation, maintenance, updates, and troubleshooting.

Identify any additional services and their costs

Identify any additional IT services that may be required beyond the scope of the basic support contract. This could include services such as data backup, cybersecurity, cloud computing, or IT consulting. Determine the costs associated with these additional services and include them in the contract.

Define contract termination terms

In this task, define the terms and conditions for terminating the IT support contract. Consider factors such as notice periods, reasons for termination, and any financial implications. This will provide clarity and protect both parties in case the contract needs to be terminated.

Prepare final draft of the contract

Prepare the final draft of the IT support contract incorporating all the agreed-upon terms, conditions, and pricing. Review the draft for accuracy and completeness before proceeding to the next steps.

Approval: Legal department for final contract

Send the contract to the service provider

Send the final draft of the IT support contract to the service provider for review and feedback. Use the designated communication channels to ensure the contract reaches the appropriate person within the service provider's organization.

Negotiate terms if necessary

If the service provider requests changes or revisions to the contract, engage in negotiations to reach a mutually acceptable agreement. Consider the impact of any proposed changes on the business's requirements and budget. Aim to find a balance that satisfies both parties' needs.

Finalize and sign the contract

Finalize the IT support contract by incorporating any agreed-upon changes from the negotiation phase. Ensure all parties involved review, understand, and approve the final version. Once all necessary signatures are obtained, the contract becomes legally binding.

Establish a communication plan with the service provider

Establish a communication plan with the service provider to ensure effective collaboration throughout the duration of the IT support contract. Determine the preferred communication channels, frequency of updates, and points of contact for different types of inquiries or issues.