Specimen
Service schedule
For an IT managed service provider. United Kingdom and Ireland.
1. The agreement this schedule sits under
This schedule is agreed under the master services agreement between us dated as shown, and takes effect on the start date below. Where this schedule and the master agreement differ, the master agreement governs, except on the matters this schedule expressly covers.
2. Services in scope
The services covered, named individually: monitoring, patching, endpoint protection, backup, identity administration, service desk, and whatever else is included. Anything not named here is out of scope and charged as project work.
3. What is covered, and how the count is corrected
The number of users, devices or mailboxes covered on the start date, and how the count is reviewed. State when a change to the count takes effect and how it is agreed, because a schedule that is silent about growth is a schedule that is wrong within two months.
Your wording. A count that only ever goes up is the commonest reason a managed service contract stops matching reality. Say what happens when it goes down as well.
4. Service hours and response targets
The hours the service is provided, how issues are raised, the priority levels and the target response for each. Distinguish a target response from a target resolution: they are different promises and only one of them is usually being made.
5. Out of scope
Work excluded from the monthly fee and charged separately: migrations, office moves, hardware, third-party licences, out-of-hours attendance, and support of anything the client buys without telling you. The rate for that work is in the schedule below.
6. Term, and what happens at the end of it
The period this schedule runs for, and what happens when it ends: whether it stops, whether it continues month to month, and what notice either side gives. Say it plainly here, because this sentence is the one somebody reads eleven months from now.
Your wording. Whatever you write, nothing in CecurSign will act on it. You are reminded before a fixed term ends and you send the replacement. There is no automatic renewal anywhere in this product.
7. Data protection
Where we handle personal data on the client’s behalf, we do so under the data processing terms agreed between us, which form part of the master agreement. The content of those terms is set by law rather than by this schedule, and they are not reproduced here.
8. Fees
The recurring fee with its period and its basis, any one-off onboarding charge shown separately, and the rate for out-of-scope work. When fees are reviewed, and how a change is agreed.
9. Agreement
Please confirm your agreement to this schedule by signing below.
Fees
| Service | Basis | Fee |
|---|---|---|
| Managed service, per user | Monthly | £38 per user per month |
| Managed service, per server | Monthly | £95 per server per month |
| Backup and recovery, per user | Monthly | £7 per user per month |
| Onboarding and documentation | One-off | £2,400, additional |
| Project and out-of-scope work | Per hour | £110 per hour |
Figures are illustrative. Yours come from your own service list. Per-user fees are shown with their unit as well as their period, because a monthly figure with no unit attached is the one a client remembers and the one that is wrong when the headcount moves.