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The Outsourced Help Desk Service Level Agreement is used when you are contracted by another company to perform computer-related help desk functions. Covers issues such as installing software patches, system security (anti-virus and firewall software installations), data backups, networking issues, and more.
Document Length: 6 Pages
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Outsourced Help Desk Service Level Contract
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How to write my Outsourced Help Desk Service Level Contract document

OUTSOURCED HELP DESK SERVICE LEVEL AGREEMENT SLA THIS AGREEMENT is made this current day day of current month current year by and between company name Help Desk Consultants and company name Customer Agreements In consideration of the mutual covenants set forth in this Agreement Customer and Help Desk Consultants hereby agree as follows. 1. Scope of Services. Help Desk Consultants shall during the Term as defined below provide to Customer the following support and help desk consulting services described below the Services or Work Product at such times as Customer may reasonably request. Help Desk Services include but are not limited to. 1 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. 2 Maintain adequate protection and safeguard Customer against virus trojan spyware the Protections or any other unauthorized intrusion Customer may specify.

3 Develop policies and procedures for updating Protections. 4 Evaluate and make recommendations to Customer regarding network security Protections or any other concerns Help Desk Consultants may have in order to safeguard Customers network workstations computers or other related systems. 5 Provide consultation and installation Services for any new projects or tasks that Customer requests of Help Desk Consultants. 6 Provide disaster recovery from backup and maintain current file library of all software licenses records or purchases Help Desk Consultants have made for Customer source code and maintain history log or other record for Customer concerning all installations upgrades patches or other Services performed for Customer. 7 Offer general advice and guidance to Customers employees or end users and make recommendations to Customer concerning their systems and software.

8 Liaise with hardware engineers and customer support or other Services or entities related to the maintenance and upkeep of Customers systems and software. 9 Provide up to two 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. Help Desk Consultants shall not be responsible for the following. 1 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 Help Desk Consultants. 2 24 monitoring of web site or web server status unless otherwise specified and agreed upon in the specifications. 3 Fixing errors and omissions contained in any third party resource outside of the direct control of Help Desk Consultants unless otherwise agreed upon in the specifications. 2. Specifications.

Help Desk Consultants agree to perform the Services pursuant to the specifications set forth in Exhibit attached hereto the Specifications 3. 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 days prior written notice. Absent termination notice no event except breach may terminate this Agreement prior to end date. Upon termination of this Agreement Help Desk Consultants shall transfer and make available to Customer all property and materials in Help Desk Consultants possession or subject to Help Desk Consultants control that are the rightful property of Customer. Help Desk 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 Help Desk Consultants shall immediately notify Customer of the details of the loss or destruction in writing and provide the necessary information for loss statement or other documentation to Customer. 4. Ownership Rights. Help Desk Consultants shall have ownership to all Help Desk Consultants Material. Help Desk Consultants Material consists of all copyrightable. Materials that do not constitute Services or Work Product as defined in Section Scope of Services and in Exhibit Specifications

Materials that are solely owned by Help Desk Consultants Pre existing Works or licensed to Help Desk Consultants. Materials that are incorporated into the Work Product or part of the Services. Additional materials shall include but are not limited to. Insert additional material here. Help Desk Consultants shall hold all rights title and interest in and to Help Desk Consultants Material. Customer shall not do anything that may infringe upon or in any way undermine Help Desk Consultants rights title and interest in Help Desk Consultants Material as described in this paragraph 4. Notwithstanding the above Help Desk 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 Help Desk Consultants Material employed under this Agreement. 5. Compensation. For all of Help Desk Consultants Services under this Agreement Customer shall compensate Help Desk Consultants in cash pursuant to the terms of Exhibit attached hereto. In the event Customer fails to make any of the payments referenced in Exhibit by the deadline set forth in Exhibit Help Desk Consultants have the right but are not obligated to pursue any or all of the following remedies. terminate the Agreement breach immediately stop all Services or bring legal action. 5 Work Performed at Customers Location.

Rules governing work performed by the Help Desk Consultants that is considered onsite shall be defined in Exhibit B. Rules shall include but are not limited to. Availability of Help Desk Consultants for visits any required number of onsite visits for this agreement defining provisions and responsibilities for Customer to accommodate onsite visits and any other related matters pertaining to work performed at Customers location or locations. 6. Mutual Confidentiality. Customer and Help Desk 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 Help Desk 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 has been previously made available by the Owning Party in public venue. 7. Limited Warranty and Limitation on Damages. Help Desk Consultants warrant the Services or Work Product will conform to the Specifications. If the Services or Work Product do not conform to the Specifications Help Desk Consultants shall be responsible for correcting the Services or Work Product without unreasonable delay at Help Desk 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 Help Desk Consultants are not responsible for the results obtained by Customer when using any Services or Work Product produced by Help Desk 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 Help Desk Consultants as set forth in Exhibit 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 Help Desk Consultants be held liable for consequential damages. 8. Independent Contractor. Help Desk Consultants are retained as independent contractors. Help Desk 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 Help Desk Consultants behalf. Help Desk Consultants understand that they will not be entitled to any fringe benefits that Customer provides for Customers employees generally or to any statutory employment benefits including without limitation workers compensation or unemployment insurance.

8 Independent Contractor Behavior. Help Desk Consultants agree to adhere to all of Customers policies and procedures concerning code and conduct while on Customers premises. Customer agrees to make available to Help Desk Consultants prior to the commencement of this Agreement all manuals codes rules and regulations that Customer requires Customers staff or employees to read and or sign. 9. Insurance. Help Desk 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 Help Desk Consultants or any of their employees agents or subcontractors under this Agreement. Upon written request Help Desk 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. Help Desk Consultants shall not name Customer as an additional insured on any applicable policy at any time during this Agreement or as condition of acceptance of this Agreement. 10. Equipment. Customer agrees to make available to Help Desk Consultants for Help Desk Consultants use in performing the Services required by this Agreement such items of hardware and software as Customer and Help Desk Consultants may agree are reasonably necessary for such purpose. 10 Expenses. Help Desk 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. Rules governing expenses for work that is performed by the Help Desk Consultants that is considered onsite shall be defined in Exhibit A. 11. General Provisions.

11 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. 11 Governing Law. This Agreement shall be governed by and construed in accordance with the laws of the State of state or province. Exclusive jurisdiction and venue shall be in the county County state or province Superior Court. 11 Binding Effect. This Agreement shall be binding upon and inure to the benefit of Customer and Help Desk Consultants and their respective successors and assigns provided that Help Desk Consultants may not assign any of their obligations under this Agreement without Customers prior written consent.

How to write my Contract Dissolution Agreement document (alternate or related contract document)

PROJECT CANCELLATION AGREEMENT THIS AGREEMENT is made this current day day of current month current year by and between company name Consultants and company name Customer Agreements In consideration of the mutual covenants set forth in this Agreement Customer and Consultants hereby agree to cancel any and all work projects or labor as follows. 1. Cancellation of Services. Consultants shall cease any and all computer consulting services described below the Services or Work Product as well as any additional services that Customer has requested. Services include but are not limited to. a Enter Service or Work Product Description here

b Enter Service or Work Product Description here c Enter Service or Work Product Description here d Enter Service or Work Product Description here 2. Termination Obligations. 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. The Consultant shall make every reasonable effort to secure all written or descriptive matter which pertains to the Services or Work Product and agrees 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 loss statement or other documentation to Customer. 3. Ownership Rights. The Consultant shall have ownership to all Consultants Materials. Consultants Material consists of all copyrightable. a Materials that do not constitute Services or Work Product as defined in Sect Services and Exhibit Specifications

b Materials that are solely owned by Consultants or licensed to Consultants. c Materials that are incorporated into the Work Product or part of the Services. Additional material shall include but are not limited to. Insert details about additional material here. Consultant shall hold all right title and interest in and to Consultants Material. Customer shall not do anything that may infringe upon or in any way undermine Consultants right title and interest in the Consultants Material as described in this paragraph 4. Notwithstanding the above Consultant hereby grants Customer an unrestricted nonexclusive perpetual fully paid up worldwide license for the use or for the sublicense of the use of Consultants Material for the purpose of

Insert purpose materials will be used for here. 4. Outstanding Final Compensation and Hold Harmless Agreements. For all of Consultants services rendered to Customer under any Previous Agreement Customer shall compensate Consultants in cash pursuant to the terms of Exhibit attached hereto. By accepting the terms of this offer and signing in the space provided below you hereby release and forever discharge and hold Customer its successors employers employees agents officers directors shareholders affiliates and insurers harmless of all claims suits or liability directly or indirectly related to your employment retainment of services or the termination of such services and specifically and without limitation any claims to pay in lieu of notice wrongful dismissal severance vacation bonus or overtime pay. This release includes but is not limited to all contract and tort claims between Customer and Consultants concerning Customers right to terminate its employees contractors and vendor agreements and claims or rights under local state and federal laws prohibiting employment discrimination. By signing below you agree that these terms represent full and final settlement of any and all claims you have arising out of your employment or contract employment by Customer. 5. 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 provided 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 respected owner the Owning Party and will constitute valuable trade secrets. Both parties shall continue to 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 public venue. 6. Equipment and Expenses. If Customer has made available to Consultants for Consultants use in performing the services for Customer such items of hardware and software as Customer and Consultants may agree are reasonably necessary for such purpose Consultants are obligated to return all Customer property currently in their possession at time and place of Customers choice. The following equipment and or services have been made available to Consultants and are hereby required to be return to Customer.

a Insert Equipment or Services description here b Insert Equipment or Services description here c Insert Equipment or Services description here 7. 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. 8. General Provisions. 8 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 of the parties hereto. 8 Governing Law.

This Agreement shall be governed by and construed in accordance with the laws of the State of state or province. Exclusive jurisdiction and venue shall be in the county County state or province Superior Court. 8 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 his obligations under this Agreement without Customers prior written consent. 8 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 partys right thereafter to enforce and compel strict compliance with every term and condition of this Agreement. 8 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. 8 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 its rights and obligations under this Agreement.

8 Attorneys 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 attorneys fees and costs including expert witness fees. Each party represents and warrants that on the date first written above they are authorized to enter into this Agreement in entirety and duly bind their respective principals by their signature below. EXECUTED as of the date first written above. company name By signator authorized signature or signer. Job title of signator authorized signature or signer. Date when the contact was signed

company name By signator authorized signature or signer. Job title of signator authorized signature or signer. Date when the contact was signed Customer Initials Consultant Initials

A Document from Contract Pack

The editable Outsourced Help Desk Service Level Contract template - complete with the actual formatting and layout is available in the retail Contract Packs.
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