How to write your Computer Support Contract
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Use cases for this template
Stabilizing a boutique hotel's tech during peak season
The Challenge
As Lark & Lattice Hotels opened a new property, the reservation system began freezing during sold-out weekends, mobile device check-ins failed randomly, and unexpected technician invoices kept piling up; COO Maya Rios needed a formal it support contract with clear service levels, out-of-scope boundaries, and predictable dollars before the next holiday rush.
The Solution
SableNet Consulting proposed a computer services agreement that set specific tasks (patching, software updates, disaster recovery), defined additional services with pre-approved additional costs, required providing access to key systems, and established response times and optional uptime guarantees in Exhibit B, all while keeping the hotel's team in full control of priorities.
The Implementation
Using Proposal Kit, Maya's team assembled the contract exhibits and then generated supporting documents: an onboarding checklist, a network security plan, and a quarterly service report template; the AI Writer produced a migration plan and front-desk training guide, while automated line-item quoting modeled a flat monthly fee versus a hybrid plan for emergency support and premium services, making the pricing structure transparent.
The Outcome
With regular updates, defined escalation paths, and clear expense approvals, downtime dropped during the holiday week, the staff resolved issues faster, audits went smoother, and-seeing the value and convenience- the board approved a renewal that aligned partners, protected reputation, and boosted productivity across all locations.
Rescuing a community clinic after a ransomware scare
The Challenge
After HarborPath Clinic quarantined a suspicious email outbreak, Director Dr. Talia Singh realized their ad hoc it services were too risky; the clinic needed a reliable provider who could address regulatory compliance, document disaster recovery, and commit to resolving issues without time-consuming disputes over scope.
The Solution
BlueCircuit IT offered a support services agreement that codified confidentiality, indemnification, insurance, and independent contractor status, included two hours of monthly planning to ask the right questions, and mapped data protection, backups, and network monitoring to measurable service levels so the clinic could track resolution time and coverage across critical systems.
The Implementation
HarborPath used Proposal Kit to build supporting materials: the AI Writer drafted an incident response plan, a business continuity playbook, and a staff awareness checklist; document assembly produced a change-management SOP and asset register, while line-item quoting compared different types of backup tiers and cloud-based solutions, making the extent of coverage and costs clear to both parties.
The Outcome
In the next incident, BlueCircuit restored services in hours, not days; clinicians kept seeing patients, revenue stabilized, and internal personnel reported fewer disruptions; leadership praised the importance of a robust foundation and extended the contract, confident the organization could manage future scenarios with a proactive approach.
Launching a smart factory without derailing the go-live date
The Challenge
Redwood AeroParts raced to open a second facility with IoT workcells and a cloud MES, but internal IT was stretched thin; CIO Victor Hale needed an it provider to handle network management and integration with third-party providers while avoiding scope creep and keeping time spent by his team to what was truly crucial.
The Solution
Nimbus Systems negotiated a formal agreement that detailed responsibilities, equipment access, expense pre-approvals, and ownership rights (with a perpetual license to use incorporated tools), set performance standards and optional uptime guarantees, and clarified which specific tasks were covered versus extra services, aligning expectations with the other party from day one.
The Implementation
Victor's team used Proposal Kit to assemble exhibits and create supporting documents: an integration roadmap, a risk register, and a commissioning checklist; the AI Writer produced a comparative study of on-prem versus cloud-based solutions and a staffing plan for co-sourcing with the internal it department, while automated line-item quoting priced phases by instance, making dollars and scenarios easy to evaluate.
The Outcome
The plant went live on schedule, automation metrics hit expected targets, technical issues were addressed quickly, and leadership saw measurable value in both uptime and throughput; with expertise documented and partners aligned, Redwood renewed the contract to sustain momentum into the future.
Abstract
This computer services agreement establishes a clear working relationship between two parties: a business customer and an IT service provider. It outlines the services provided, the contract's duration, payment terms, and protections that keep information technology operations stable and compliant. The scope centers on software updates, security patches, and software maintenance for servers and workstations, plus policies for data security.
The provider evaluates network security, offers technical support and general advice, liaises with third-party providers and hardware engineers, and maintains disaster recovery processes, records, and a full history of work. The agreement even includes a certain number of monthly consulting hours to plan projects and align priorities with the client.
Out-of-scope services are defined to mitigate risks and scope creep, such as billing liaison or monitoring a web server, unless explicitly added. The formal agreement preserves intellectual property: pre-existing tools and methods remain with the provider, while the customer receives a perpetual, paid-up license to use incorporated materials. Confidentiality obligations protect sensitive information and data. The warranty promises conformance to specifications and a correction remedy; limits on damages and a one-year claim window help both sides manage risk and cost.
Contract details cover independent contractor status, insurance, and equipment access. Expenses require the client's prior written approval. Payment terms in Exhibit A can reflect a flat monthly fee, setup fees, or other pricing structure; timely payment is important, with stated late charges.
The provider may pause services for nonpayment. Indemnification, governing law, and attorney's fees clauses reflect industry standards for service contracts.
Use cases include small businesses outsourcing desk support and network management, organizations seeking ongoing support for their systems, cloud services integration projects, or more complex tasks like planning for technology infrastructure and critical systems. Add-ons can include emergency support, network monitoring, hardware maintenance, premium services, or extra services tied to service level agreements and performance standards, set via exhibits to manage response times, resolution time, and service quality. This approach helps minimize downtime, support business operations, and deliver cost-effective solutions while supporting compliance requirements.
Proposal Kit helps organizations create and manage a robust support agreement by assembling a support contract template, automating line-item quoting, and using its AI Writer to build related documents. Its extensive template library and ease of use help teams outline duties, pricing, and communication methods efficiently to establish a successful partnership.
Beyond the basics, this support contract helps an organization translate expectations into day-to-day support services that stabilize its infrastructure. It clarifies who does which specific tasks, how far such services extend, and what is covered versus additional services that may carry additional costs. One party commits to providing access to systems and an accurate environment description; the other party, the it provider, commits to resolving issues, issuing regular updates, and addressing issues with a proactive approach.
This mutual understanding reduces time spent on back-and-forth and avoids time-consuming disputes. It also protects reputation by defining service levels for technical issues and, when needed, optional uptime guarantees in exhibits.
The agreement scales to different types of it services. Example: add cloud-based solutions, mobile device management, or integration with internal it department personnel and partners. Include procedures to meet regulatory compliance, manage exchange of sensitive data, and align with internal controls so the customer keeps full control over priorities and approvals.
The foundation supports situations from routine software updates to incident response, helping minimize risk to revenue and productivity. Payment exhibits make the process clear, so both sides can track time spent, dollars budgeted, and the extent of work expected. Renewal language or change-order steps can be added to plan for future growth.
Ask the right questions before signature: Which systems are covered? What response times apply in each instance? Which additional services trigger extra fees? How will the provider address complex tickets versus quick fixes? Who will authorize access changes? Clear answers add convenience and value by letting teams focus on core business while experts manage technology.
Proposal Kit streamlines the creation of a reliable support agreement. Use its contract template library and document assembly to outline duties, service levels, and pricing, apply automation to build line-item quotes, and rely on the AI Writer to create exhibits, policies, and related documents. Its ease of use helps hire providers, organize terms, and create consistent paperwork that aligns partners and supports a smooth, professional process.
A further point that is crucial for business readers is operational continuity during transitions. The contract requires the provider to transfer property, records, and materials at termination and to notify the customer of any loss. This preserves institutional knowledge and supports audits.
The importance of pre-approvals for expenses, adherence to customer policies on-site, and maintaining insurance also reinforces governance and risk controls. Because the provider acts as an independent contractor, the customer retains organizational boundaries while gaining the provider's expertise. Clauses on promotional use, derivative works, and confidentiality set expectations about brand use and sensitive information. Together, these terms encourage disciplined documentation, cleaner handoffs, and faster onboarding of new personnel when needed, which strengthens long-term resilience.
Proposal Kit can help teams reflect these crucial considerations by assembling clear clauses, exhibits, and checklists that highlight the importance of responsibilities, deliverables, and approvals, capturing the provider's expertise in a structured, repeatable package.
How do you write a Computer Support Contract document? - The Narrative
THIS AGREEMENT is made this Current Day day of Current Month, Current Year by and between Company Name ("Consultants") and Company Name ("Customer").
In consideration of the mutual covenants set forth in this Agreement, Customer and Consultants hereby agree as follows:
Scope of Services
Consultants shall, during the Term (as defined below) provide to Customer the computer consulting services described below (the "Services" or "Work Product"), at such times as Customer may reasonably request.
Services include, but are not limited to:
Install patches, fixes, and updates to operating system and/or servers; install additional software packages to the operating system or server; install patches, fixes, and updates to additional software packages. Maintain adequate protection and safeguard Customer against virus, Trojan, spyware (the "Protections") or any other unauthorized intrusion Customer may specify. Develop policies and procedures for updating Protections. Evaluate and make recommendations to Customer regarding Network Security, Protections, or any other concerns Consultants may have in order to safeguard Customer's Network, Workstations, Computers, or other related systems.
Provide consultation and installation Services for any new projects or tasks that Customer requests of Consultants. Provide disaster recovery from backup and maintain a current file library of all software, licenses, records, or purchases Consultants have made for Customer, source code and maintain a history log or other record for Customer concerning all installations, upgrades, patches, or other Services performed for Customer. Offer general advice and guidance to Customer's employees or end users, and make recommendations to Customer concerning their systems and software.
Liaise with hardware engineers and customer support, or other Services or entities related to the maintenance and upkeep of Customer's systems and software. Provide up to two (2) hours of consultation with Customer every month in order to schedule any projects, set priorities, or discuss special needs that Customer may have.
1 Limitation of Services
Consultants shall not be responsible for the following:
Liaising with billing and/or accounting on matters related to payment for software, licenses, Services, or other items unless directly provided by or acquired for Customer by Consultants. Monitoring Web Site or Web Server status, unless otherwise specified and agreed upon. Fixing errors and omissions contained in any third-party resource outside of the direct control of Consultants, unless otherwise specified.
Specifications
Consultants agree to perform the Services pursuant to the specifications set forth in Exhibit B attached hereto (the "Specifications").
Term of Service
This Agreement shall commence on Start Date and shall continue in full force and effect until terminated by either party upon at least ninety (90) days prior written notice. Absent a termination notice, no event (except breach) may terminate this Agreement prior to End Date. Upon termination of this Agreement, Consultants shall transfer and make available to Customer all property and materials in Consultants' possession or subject to Consultants' control that are the rightful property of Customer. Consultants shall make every reasonable effort to secure all written or descriptive matter that pertains to the Services or Work Product and agree to provide reasonable cooperation to arrange for the transfer of all property, contracts, agreements, supplies, and other third-party interests, including those not then utilized, and all rights and claims thereto and therein.
In the event of loss or destruction of any such material or descriptive matter, Consultants shall immediately notify Customer of the details of the loss or destruction in writing and provide the necessary information for a loss statement or other documentation to Customer.
Ownership Rights
Consultants shall have ownership to all Consultants' Material.
"Consultants' Material" consists of all copyrightable:
Materials that do not constitute Services or Work Product (as defined in Section 1, Scope of Services, and in Exhibit B, Specifications). Materials that are solely owned by Consultants ("Pre-existing works") or licensed to Consultants. Materials that are incorporated into the Work Product or a part of the Services. Additional material shall include, but are not limited to: additional material here.
Consultants shall hold all rights, title, and interest in and to Consultants' Material. Customer shall not do anything that may infringe upon or in any way undermine Consultants' rights, title, and interest in Consultants' Material, as described in this paragraph 4. Notwithstanding the above, Consultants hereby grant Customer an unrestricted, nonexclusive, perpetual, fully paid-up worldwide license for the use or for the sublicense of the use of any Consultants' Material employed under this Agreement.
Compensation
For all of Consultants' Services under this Agreement, Customer shall compensate Consultants in cash, pursuant to the terms of Exhibit A attached hereto. In the event Customer fails to make any of the payments referenced in Exhibit A by the deadline set forth in Exhibit A, Consultants have the right, but are not obligated, to pursue any or all of the following remedies: (1) terminate the Agreement (breach), (2) immediately stop all Services, (3) bring legal action.
Mutual Confidentiality
Customer and Consultants acknowledge and agree that the Specifications and all other documents and information related to the performance, production, creation or any expression of the Services or Work Product are the property of Customer. Materials shared between Consultants and Customer (the "Confidential Information") including, but not limited to, documentation, product specifications, drawings, pictures, photographs, charts, correspondence, supplier lists, financial reports, analyses and other furnished property shall be the exclusive property of the respective owner (the "Owning Party") and will constitute valuable trade secrets. Both parties shall keep the Confidential Information in confidence and shall not, at any time during or after the term of this Agreement, without prior written consent from the Owning Party, disclose or otherwise make available to anyone, either directly or indirectly, all or any part of the Confidential Information.
Excluded from the "Confidential Information" definition is anything that can be seen by the public or had been previously made available by the Owning Party in a public venue. Limited Warranty and Limitation on Damages. Consultants warrant the Services or Work Product(s) will conform to the Specifications.
If the Services or Work Product do not conform to the Specifications, Consultants shall be responsible for correcting the Services or Work Product without unreasonable delay, at Consultants' sole expense and without charge to Customer, to bring the Services or Work Product into conformance with the Specifications. This warranty shall be the exclusive warranty available to Customer. Customer waives any other warranty, express or implied. Customer acknowledges that Consultants are not responsible for the results obtained by Customer when using any Services or Work Product produced by Consultants.
Customer waives any claim for damages, direct or indirect, and agrees that its sole and exclusive remedy for damages (either in contract or tort) is the return of the consideration paid to Consultants as set forth in Exhibit A attached hereto. No action, regardless of form, arising out of the Services rendered or Work Product, under the Agreement, may be brought by either party more than one year after the cause of action has occurred. In no event shall Consultants be held liable for consequential damages.
Independent Contractor
Consultants are retained as independent contractors. Consultants will be fully responsible for payment of their own income taxes on all compensation earned under this Agreement. Customer will not withhold or pay any income tax, social security tax, or any other payroll taxes on Consultants' behalf.
Consultants understand that they will not be entitled to any fringe benefits that Customer provides for Customer's employees generally or to any statutory employment benefits, including without limitation worker's compensation or unemployment insurance.
1 Independent Contractor Behavior
Consultants agree to adhere to all of Customer's policies and procedures concerning code and conduct while on Customer's premises. Customer agrees to make available to Consultants prior to the commencement of this Agreement all manuals, codes, rules, and regulations that Customer requires Customer's staff or employees to read and/or sign.
Insurance
Consultants shall maintain throughout the entire term of this Agreement, adequate general liability insurance providing coverage against liability for bodily injury, death, and property damage that may arise out of or be based upon any act or omission of Consultants or any of their employees, agents or subcontractors under this Agreement. Upon written request, Consultants shall provide certificates from their insurers indicating the amount of insurance coverage, the nature of such coverage, and the expiration date of each applicable policy. Consultants shall not name Customer as an additional insured on any applicable policy at any time during this Agreement, or as a condition of acceptance of this Agreement.
Equipment
Customer agrees to make available to Consultants, for Consultants' use in performing the Services required by this Agreement, such items of hardware and software as Customer and Consultants may agree are reasonably necessary for such purpose.
1 Expenses
Consultants will not be reimbursed for any expenses incurred in connection with the Services or Work Product, whether direct or indirect, without the express written approval of Customer.
General Provisions
1 Entire Agreement
This Agreement contains the entire agreement between the parties relating to the subject matter hereof and supersedes any and all prior agreements or understandings, written or oral, between the parties related to the subject matter hereof. No modification of this Agreement shall be valid unless made in writing and signed by both parties hereto.
2 Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the State of State. Exclusive jurisdiction and venue shall be in the County County, State Superior Court.
3 Binding Effect
This Agreement shall be binding upon and inure to the benefit of Customer and Consultants and their respective successors and assigns, provided that Consultants may not assign any of their obligations under this Agreement without Customer's prior written consent.
4 Waiver
The waiver by either party of any breach or failure to enforce any of the terms and conditions of this Agreement at any time shall not in any way affect, limit, or waive such party's right thereafter to enforce and compel strict compliance with every term and condition of this Agreement.
5 Good Faith
Each party represents and warrants to the other that such party has acted in good faith, and agrees to continue to so act, in the negotiation, execution, delivery, performance, and any termination of this Agreement.
6 No Right to Assign
Consultants have no right to assign, sell, modify, or otherwise alter this Agreement, except upon the express written advance approval of Customer, which consent can be withheld for any reason. Customer may freely assign Customer's rights and obligations under this Agreement.
7 Payments
In the event Customer fails to make any of the payments set forth on Exhibit A within the time prescribed in Exhibit A, Consultants have the right to withhold Services, remove Work Product from Consultant-owned resources, or seek legal remedy until payment is made in full, plus accrued late charges of 1 1/2% per month.
8 Indemnification
Customer warrants that everything Customer gives Consultants in the execution or performance of Services, or the creation of any and all Work Product is legally owned or licensed to Customer. Customer agrees to indemnify and hold Consultants harmless from any and all claims brought by any third party relating to any aspect of the Services or Work Product, including, but without limitation, any and all demands, liabilities, losses, costs, and claims including attorney's fees arising out of injury caused by Customer's products/services, material supplied by Customer, or copyright infringement.
9 Use of Descriptions of Services or Work Product for Promotional Purpose
Customer grants Consultants the right to use descriptive text, testimonials, performance metrics, and other images, photos, and/or graphics that demonstrate the Services or Work Product for promotional purposes, and/or to cross-link such items with other promotional resources developed by Consultants.
10 No Responsibility for Theft
Consultants have no responsibility for any third party taking all or any part of the Services or Work Product, results of Services or Work Performed, or the improper use of any Services or Work Product produced by Consultants by any third party.
11 Right to Make Derivative Works
Consultants have the exclusive rights in making any derivative works of any Services, Methodology, or Work Product.
12 Attorney's Fees
In the event any party to this Agreement employs an attorney to enforce any of the terms of the Agreement, the prevailing party shall be entitled to recover its actual attorney's fees and costs, including expert witness fees.
13 No responsibility for loss
Consultants are not responsible for any down time, lost files, equipment failures, acts of nature, or any damage resultant from activities considered beyond the control of Consultants, such as war, riots, natural disasters, vandalism, and other events. The parties represent and warrant that, on the date first written above, they are authorized to enter into this Agreement in its entirety, and duly bind their respective principals by their signatures below.

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