IT Maintenance Contract Template
Professional maintenance contracts for IT support, software, and hardware. With SLAs, service catalog, and clear terms.
What is an IT Maintenance Contract?
An IT maintenance contract governs the ongoing support and maintenance of IT systems between a service provider and their client. It defines the scope of services, response times (SLAs), availability, and monthly or annual costs. A good maintenance contract creates planning security for both parties.
Key components of an IT Maintenance Contract
- Precise definition of covered systems and software
- Service catalog (what is included, what costs extra)
- Service Level Agreements (SLAs) with response and resolution times
- Availability guarantees (e.g., 99.9% uptime)
- Accessibility and support hours (24/7, 9-5, etc.)
- Monthly/annual flat rate and hourly rates
- Contract duration and notice periods
- Liability provisions and warranties
Typical services in an IT Maintenance Contract
- Regular updates and patches
- Monitoring and proactive surveillance
- Backup management and recovery
- Helpdesk and remote support
- On-site service for hardware issues
- Documentation and reporting
- License management
- Security updates and antivirus
Defining SLAs correctly
Service Level Agreements are the heart of any maintenance contract. Distinguish between response time (when someone responds) and resolution time (when the problem is fixed). Typical response times: Critical: 1h, High: 4h, Normal: 8h, Low: 24h. Also define what counts as "critical".
Why SimpleProposals for Maintenance Contracts?
Ready templates
Proven structures for IT maintenance contracts
SLA building blocks
Predefined service levels to customize
Service catalog
Clear delineation of what is included
Legally compliant
Important clauses automatically included
Frequently Asked Questions
What does an IT maintenance contract typically cost?
Costs vary widely by scope: For small businesses (5-10 workstations), $200-500/month is common. Medium businesses pay $500-2,000/month. Calculate approximately $50-150 per workstation/month for comprehensive support.
How long should the contract term be?
Typical is 12-24 months with automatic renewal. Shorter terms are possible but often more expensive. Notice period is typically 3 months before contract end.
What is the difference between maintenance and support?
Maintenance includes proactive measures (updates, monitoring, backups). Support is reactive and helps with problems. A good maintenance contract includes both, but with different SLAs.
Should hardware be included in the maintenance contract?
This depends on the business model. Some IT providers offer all-inclusive contracts with hardware replacement. Others separate hardware maintenance and software support. Clarify this before signing.
How do I handle services not covered by the contract?
Define an hourly rate for additional services (e.g., $120/h). List typical exclusions: new projects, training, hardware procurement. This avoids discussions.
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