Managed IT Services Agreement

Defines the covered helpdesk, monitoring, patching, infrastructure management, vendor coordination, exclusions, and client dependencies.

Establishes incident priorities, response targets, support hours, escalation process, maintenance windows, and SLA exclusions.

Sets monthly recurring fees, payment due dates, taxes, late charges, pass-through expenses, and per-incident or project billing rules.

Requires protection of confidential information, appropriate data access controls, limited use of client data, and return or deletion upon termination.

Allocates duties for backup monitoring, retention, restoration support, disaster recovery planning, recovery objectives, and client-owned subscriptions or storage.

Covers administrative access, credential management, security safeguards, client cooperation, prohibited actions, and incident notification obligations.

Specifies the initial term, renewal process, termination for cause or convenience, nonpayment suspension rights, and transition assistance after termination.

Limits damages, disclaims unsupported warranties, excludes indirect losses, and sets a procedure for escalation, governing law, and dispute resolution.