Advising on and Drafting IT Contracts

We handle a broad range of technology-related contracts, acting for both suppliers and customers. Advice ranges from routine areas such as software and apps development and licensing to complex cloud-computing projects (including SaaS), major procurements and outsourcing transactions.

Depending on the circumstances, it is recommended that you incorporate a service level agreement (SLA) into any overarching IT contract you have.  This can help clarify the service levels for an IT provider (so the customer understands where the limit of the IT provider’s service levels are) or the business receiving the service (to make sure that the service levels are sufficient to meet the needs of their business). The agreement should clearly identify the service being provided and cover key issues such as service response times, service recovery and remedy and maintenance of IT infrastructure. The SLA should also contain detailed provisions to deal with any for lapse or breakdown in the service and may also contain details on how to deal with any failure to provide the agreed level of service.

It’s important to acknowledge that the SLA will not be able to anticipate every eventuality or every day to day request the business might make. For this reason, SLAs should always be realistic in the goals they set and contain a degree of flexibility so that both sides can react appropriately to real word scenarios without breaching or undermining the entire SLA.

Our lawyers have offices in London and across the South East including Crawley, Gatwick, Guildford, Brighton, Horsham and Hassocks.

Please note that visits to our office is by appointment only. If you wish to contact one of our legal experts on IT contracts you can do via our online enquiry form.