IT maintenance contract template with SLA. Professional contract template for IT support, managed services, and software maintenance agreements.

IT Maintenance Contract Template: Professional Template for IT Services

An IT maintenance contract creates clear agreements between you and your clients. It defines which services are provided under what conditions. In this guide, you'll find a complete template with all essential components.

Why a Maintenance Contract is Important

For You as an IT Service Provider:

Predictable Revenue: Monthly payments instead of project-based income
Less Sales Effort: Retain existing clients long-term
Efficiency: Serve familiar systems faster
Legal Protection: Clear service boundaries

For Your Clients:

Dedicated Contact: No searching during emergencies
Predictable Costs: Fixed monthly IT expenses
Fast Response: Guaranteed response times
Proactive Care: Problems are detected early

Essential Components

1. Contracting Parties

Who are the contract partners? Complete details with addresses.

2. Subject of Contract

Which systems are covered? Locations, hardware, software.

3. Scope of Services

What's included? What costs extra?

4. Service Level Agreement (SLA)

Response times, resolution times, escalation paths.

5. Compensation

Monthly fee, included services, additional costs.

6. Contract Duration

Minimum term, notice periods, renewal.

7. Liability

Liability limitations, warranty.

8. General Provisions

Jurisdiction, severability clause.

IT Maintenance Contract Template

IT MAINTENANCE CONTRACT

between

[Your Company] [Street, City, ZIP] – hereinafter "Service Provider" –

and

[Client Company] [Street, City, ZIP] – hereinafter "Client" –

§ 1 Subject of Contract

(1) The Service Provider shall provide IT maintenance and support services to the Client in accordance with this contract.

(2) The IT infrastructure to be maintained includes:

Servers (Quantity: ___)
Workstations (Quantity: ___)
Network components
Software systems per Appendix A

(3) The subject of the contract may be extended or limited by written agreement.

§ 2 Scope of Services

(1) Regular Services (Proactive):

System availability monitoring (24/7)
Backup process monitoring
Security update and patch installation
Monthly status report
Quarterly review meetings

(2) Reactive Services (Support):

Helpdesk support via phone and email
Remote support for issues
On-site visits as available
Included support hours: ___ hours/month

(3) Services Not Included:

Hardware procurement and replacement
Software licenses
Projects exceeding ___ hours of effort
Training and orientations
Services outside service hours (§3)
Remediation of damage caused by third parties or force majeure

§ 3 Service Level Agreement (SLA)

(1) Service Hours: Monday through Friday, 8:00 AM - 6:00 PM (except legal holidays at Service Provider's location)

(2) Response and Resolution Times:

Priority	Description	Response	Resolution
Critical	Total outage, business operations impacted	30 minutes	4 hours
High	Important systems limited	2 hours	8 hours
Medium	Individual users affected	4 hours	24 hours
Low	Requests, inquiries	24 hours	5 business days

(3) Definitions:

Response Time: Time until first qualified response
Resolution Time: Time until restoration or workaround

(4) Escalation: When SLA times are exceeded, automatic escalation occurs to:

Level 1: Technical Management
Level 2: Executive Management

§ 4 Compensation

(1) Monthly Fee: $___.00

(2) Included Services:

All proactive services per §2 (1)
___ hours reactive support per §2 (2)

(3) Additional Services:

Hourly rate for additional work: $___.00/hour
On-site service fee: $___.00 per visit
Services outside service hours: 50% surcharge

(4) Payment Terms: Compensation is due monthly in advance. Payment within 14 days of invoicing.

§ 5 Client Obligations

The Client agrees to:

Designate a primary contact person
Provide necessary access credentials
Report issues promptly
Respond to inquiries in a timely manner
Communicate changes to IT infrastructure

§ 6 Contract Duration and Termination

(1) The contract begins on ___________ and runs initially for 12 months.

(2) The contract automatically renews for additional 12-month periods unless terminated with 3 months' notice before the end of the term.

(3) The right to extraordinary termination for cause remains unaffected.

§ 7 Liability

(1) The Service Provider is liable for damages only in cases of intent and gross negligence.

(2) Liability for indirect damages, particularly lost profits, is excluded.

(3) Maximum liability is limited to the annual contract value.

(4) These liability limitations do not apply to damages to life, body, or health.

§ 8 Confidentiality

(1) The parties agree to keep all confidential information received in the course of cooperation confidential.

(2) This obligation continues after termination of the contract.

§ 9 General Provisions

(1) Amendments and supplements require written form.

(2) Should individual provisions be invalid, the contract remains valid otherwise.

(3) The laws of [Jurisdiction] shall apply.

(4) Place of jurisdiction is ___________.

Appendices:

Appendix A: Inventory list of maintained systems
Appendix B: Price list for additional services

Location, Date: _______________

Service Provider

Client

SLA Template in Detail

Defining Priority Levels

Critical (P1):

Complete system failure
No work possible
Data loss imminent

High (P2):

Important function failed
Multiple users affected
No workaround possible

Medium (P3):

Single function limited
Workaround available
Productivity slightly impacted

Low (P4):

Questions, requests
Optimization inquiries
No impact on daily operations

Pricing: 3 Models

Model 1: Flat Rate

Fixed monthly amount
All services included
Easy to communicate

Example: $750/month for up to 10 workstations

Model 2: Per User/Device

Price per workstation or server
Scales with client size
Transparent

Example:

$35/month per workstation
$125/month per server

Model 3: Tiered (Packages)

Bronze: Basic support
Silver: Standard + proactive monitoring
Gold: Premium with extended SLA

Sample Pricing Table

IT SUPPORT PACKAGE COMPARISON
══════════════════════════════════════════════════════

                    BRONZE      SILVER       GOLD
──────────────────────────────────────────────────────
Monthly Fee         $500        $850        $1,500

INCLUDED HOURS
Support Hours        5h          10h          20h
Additional Hour     $125        $110         $95

RESPONSE TIMES
Critical            4h          2h           30min
High                8h          4h           2h
Medium              24h         8h           4h
Low                 48h         24h          8h

SERVICES
24/7 Monitoring      ✗           ✓            ✓
Backup Monitoring    ✗           ✓            ✓
Patch Management     ✗           ✓            ✓
Monthly Reports      ✗           ✓            ✓
Quarterly Reviews    ✗           ✗            ✓
On-site Visits       Extra       Extra        2/mo
After-hours          +100%       +75%         +50%

──────────────────────────────────────────────────────

Tips for Successful Maintenance Contracts

Start Small: Begin with basic services and expand later
Documentation is Everything: Use a ticketing system for all requests
Communicate Proactively: Monthly reports build trust
Review Regularly: Check annually if effort and compensation match
Upsell Wisely: Offer additional services (security, backup, etc.)

IT Maintenance Contract Checklist

Before Signing:

After Signing:

Conclusion

A well-structured IT maintenance contract protects both parties and creates a trustworthy foundation for long-term collaboration. Use our template as a starting point and adapt it to your needs.

With SimpleProposals you can create professional IT maintenance contracts with SLA tables and pricing models in minutes.

IT Maintenance Contract Template: SLA Template for IT Support & Services