IT service agreement checklist for small businesses

This is general information, not legal advice. Have a lawyer review agreements with major commitments.

Scope

• A list of what is included and what is billed extra.
• The number of users and devices covered, and what happens when you grow.
• Which systems, locations and software are in scope.

Service levels

• Support hours and how to reach the provider urgently.
• Target response and resolution times by priority.
• What happens if targets are missed, such as credits.

Security and data

• Who is responsible for backups, and how often a restore is tested.
• Use of multi-factor authentication, updates and endpoint protection.
• How the provider handles access to your data, and what it does if it has an incident.
• Who must notify whom if a breach occurs.

Ownership and documentation

• You own your accounts, licenses, passwords and data.
• You receive current documentation of your network and administrator accounts.
• Domain names and cloud accounts are registered in your company's name.

Term and exit

• Length of the contract and any automatic renewal.
• Notice period and any fees to leave.
• A transition plan, including handover of credentials and documentation.

Insurance and liability

Ask what insurance the provider carries and how liability is limited. Compare with the cost of a serious outage for your business.