Tech Support & Computer Services

What You Need in a Tech Support Contract

Failure to include the proper terms in a contract dealing with information technology could be a costly mistake. Most personal home computer users do not need an IT service agreement for home computer service that may only occasionally need technology expertise for repairs. However, businesses with computers that are used heavily should consider an IT maintenance agreement. Before signing an agreement, a business should be sure to thoroughly understand its computer service and repair needs to ensure that any legal documents apply to the situation.

Items to Include in a Computer Service Contract

It is important to ensure that the tech support needs of a business are clearly outlined. Use as much detail as possible to prevent any confusion between the business and the computer service technician.

Typical IT support needs outlined in a contract include:

  • A comprehensive list of every type of equipment that will be covered by tech support.

  • How long a computer service technician may reasonably take to perform IT repair services.

  • Any specific training requirements or certifications that should be held by the person providing computer services.

  • A clause related to the availability and pricing of any IT support services that are not outlined in the computer service and repair contract. This clause should establish a reasonable time frame for completing additional computer services and discuss any discount that the business would like to be extended outside of the contract.

  • Routine computer network services that help a business ensure that their important files are properly protected and backed up in case of an emergency. Determining how often computer network services are necessary is a matter of evaluating what percentages of the company's important files are only available on a computer.

  • Information related to the confidentiality of any files that a technician may access while performing business computer services. Computer service technicians may be privy to information that they do not realize needs to be kept private, so make this clear in the service contract.

Preventative IT Maintenance

Businesses have started to include preventative maintenance sections in their IT services contracts. Establishing the timing and cost of routine maintenance can help a company avoid down time in the business due to IT repair.

During routine business computer services, a technician should monitor usage and functionality of computers and other IT equipment in the office. Other preventative computer support services include making sure that a client has adequate disk space available, ensuring that printers are in working condition, and addressing any error log items before they interfere with a client's ability to run a business.

Items Not Covered Under an IT Service Contract

Some computer support services are not covered by an IT support company. Liquid damage and power surges are typically not covered, and neither is corruption caused by viruses or hackers. Support for branded software is usually the responsibility of the brand that is selling the software.

A tech support contract is essential to ensure that a business is afforded quality repair and maintenance services in a reasonable time frame. US Legal Forms has a wide selection of affordable, professionally drafted sample tech support contracts and information technology forms available.