Service agreement example · Managed IT services
An 8-page service agreement for managed IT: scope, response times by priority, service credits, fees, data security, HIPAA, liability and termination.
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Managed IT Services Agreement
All 8 pages of the service agreement. Click any page to bring it forward or open it full-screen.
At a glance
Service agreement
Managed IT services
8
$56,616.00
This example is a service agreement between a managed IT provider and a dental practice with three clinics. The provider runs and secures the practice's computers, servers, network and backups for a monthly fee, and the agreement sets out exactly what that fee buys, how fast the provider must respond and what happens when it does not.
Service agreements fail when the scope is vague, so this one is specific. Exhibit A lists what is included and excluded, Exhibit A's service level table defines four priorities with response times and resolution targets, and missed critical responses earn service credits with a monthly cap. Exhibit B prices onboarding and twelve months of services. The terms then cover the questions a healthcare client will ask: how patient data is protected, how fast security incidents are reported, how backups are tested, what insurance the provider carries and how the practice can leave without losing its data or passwords.
Managed service providers, IT consultants and other recurring-service businesses that need a detailed agreement with service levels, and clients who want to know what such an agreement should contain.
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