Arkansas IT service contract template

Arkansas IT Services Contract

This Arkansas IT Services Contract (the “Agreement”) is made and entered into as of this [Date] by and between:

• [IT Service Provider Legal Name], a [State of Incorporation] [Entity Type] with its principal place of business at [IT Service Provider Address], hereinafter referred to as “Provider,”
• Phone: [IT Service Provider Phone]
• Email: [IT Service Provider Email]
and
• [Client Legal Name], a [State of Incorporation] [Entity Type] with its principal place of business at [Client Address], hereinafter referred to as “Client.”
• Phone: [Client Phone]
• Email: [Client Email]

1. Scope of Services

The Provider shall provide the following IT services to the Client:

• Option A: Managed IT Services
  • Detailed Service Description: [Detailed description of managed IT services, including network monitoring, server maintenance, and security updates]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Response Time: [Specify response time targets, e.g., 1 hour]
    • Resolution Time: [Specify resolution time targets, e.g., 4 hours]
    • Uptime Commitment: [Specify uptime percentage, e.g., 99.9%]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option B: Network Administration
  • Detailed Service Description: [Detailed description of network administration services, including network design, implementation, and maintenance]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Response Time: [Specify response time targets, e.g., 1 hour]
    • Resolution Time: [Specify resolution time targets, e.g., 4 hours]
    • Uptime Commitment: [Specify uptime percentage, e.g., 99.9%]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option C: Cybersecurity
  • Detailed Service Description: [Detailed description of cybersecurity services, including threat assessments, vulnerability scanning, and incident response]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Response Time: [Specify response time targets, e.g., 1 hour]
    • Resolution Time: [Specify resolution time targets, e.g., 4 hours]
    • Uptime Commitment: [Specify uptime percentage, e.g., 99.9%]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option D: Software Development
  • Detailed Service Description: [Detailed description of software development services, including requirements gathering, design, coding, testing, and deployment]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Development Timelines: [Specify development milestones and deadlines]
    • Bug Fix Resolution Time: [Specify resolution time targets, e.g., 24 hours]
    • Code Quality Standards: [Specify code quality standards]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option E: Hardware Maintenance
  • Detailed Service Description: [Detailed description of hardware maintenance services, including repair, replacement, and upgrades]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Response Time: [Specify response time targets, e.g., 2 hours]
    • Resolution Time: [Specify resolution time targets, e.g., 8 hours]
    • Hardware Replacement Time: [Specify hardware replacement time targets]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option F: Help Desk Support
  • Detailed Service Description: [Detailed description of help desk support services, including telephone, email, and online support]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Response Time: [Specify response time targets, e.g., 15 minutes]
    • Resolution Time: [Specify resolution time targets, e.g., 4 hours]
    • First Call Resolution Rate: [Specify first call resolution rate targets]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option G: Data Backup and Recovery
  • Detailed Service Description: [Detailed description of data backup and recovery services, including backup frequency, retention policies, and disaster recovery plans]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Backup Frequency: [Specify backup frequency]
    • Recovery Time Objective (RTO): [Specify RTO]
    • Recovery Point Objective (RPO): [Specify RPO]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option H: Cloud Services
  • Detailed Service Description: [Detailed description of cloud services, including cloud storage, computing resources, and software as a service (SaaS)]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Uptime Commitment: [Specify uptime percentage, e.g., 99.9%]
    • Storage Capacity: [Specify storage capacity]
    • Bandwidth Allocation: [Specify bandwidth allocation]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option I: System Integration
  • Detailed Service Description: [Detailed description of system integration services, including connecting different software systems and hardware devices]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Integration Timeline: [Specify integration timeline]
    • Data Migration Accuracy: [Specify data migration accuracy]
    • System Compatibility: [Specify system compatibility standards]
    • Escalation Procedures: [Specify escalation paths and contacts]
• Option J: IT Consulting
  • Detailed Service Description: [Detailed description of IT consulting services, including strategic planning, technology assessments, and project management]
  • Technical Standards: [Specify technical standards and protocols]
  • Deliverable Formats: [Specify the format of reports and other deliverables]
  • Service Level Agreements (SLAs):
    • Project Completion Timeline: [Specify project completion timeline]
    • Consulting Report Delivery: [Specify consulting report delivery deadlines]
    • Client Satisfaction: [Specify client satisfaction targets]
    • Escalation Procedures: [Specify escalation paths and contacts]

2. Hardware, Software, and Licenses

• Option A: Client-Owned Components
  • Description: [List of hardware, software, and licenses owned by the Client]
  • Responsibilities: [Specify responsibilities for maintenance, updates, and security]
• Option B: Provider-Supplied Components
  • Description: [List of hardware, software, and licenses supplied by the Provider]
  • Responsibilities: [Specify responsibilities for procurement, installation, and maintenance]
• Option C: Third-Party Components
  • Description: [List of hardware, software, and licenses provided by third parties]
  • Responsibilities: [Specify responsibilities for license management and support]

3. Client Obligations

• List of obligations:
  • Timely access to premises: [Specify requirements for access to client facilities]
  • Provision of user lists: [Specify requirements for providing user lists and contact information]
  • Cooperation with security procedures: [Specify requirements for adhering to security policies and procedures]
  • Prompt review and acceptance testing of deliverables: [Specify timelines for reviewing and accepting deliverables]

4. Service Location

• Option A: Remote Services
  • All services will be performed remotely.
• Option B: Onsite Services
  • Services will be performed onsite at [Client designated Arkansas location].
  • Requirements: [Specify requirements for physical access, staff background checks, and compliance with client IT policies]
• Option C: Hybrid Services
  • A combination of remote and onsite services will be provided.
  • Onsite services will be performed at [Client designated Arkansas location].
  • Requirements: [Specify requirements for physical or virtual access, staff background checks, and compliance with client IT policies]

5. Fees and Payment

• Option A: Hourly Rates
  • Rate: [Specify hourly rate]
  • Billing Increment: [Specify billing increment, e.g., 15 minutes]
• Option B: Retainer Agreement
  • Retainer Fee: [Specify retainer fee]
  • Services Included: [Specify services included in the retainer]
  • Overages: [Specify hourly rate for services exceeding the retainer]
• Option C: Fixed/Project-Based Pricing
  • Project: [Specify project name]
  • Fixed Fee: [Specify fixed fee for the project]
  • Milestones: [Specify milestones and payment schedule]

Payment Terms:

• Schedule of Payments: [Specify payment schedule, e.g., net 30 days]
• Advance Deposit: [Specify any advance deposit requirements]
• Invoicing Process: [Specify invoicing process, including frequency and format]
• Permissible Payment Methods: [Specify permissible payment methods, e.g., check, ACH, credit card]
• Arkansas Sales and Use Taxes: All fees are exclusive of applicable Arkansas sales and use taxes, as referenced in AR Code § 26-52. [Specify if the services are subject to sales tax in Arkansas].

6. Change Management

• Process:
  • Documented Request: All changes must be submitted in writing.
  • Approval Workflow: Changes require approval from [Client designated approver].
  • Cost/Time Adjustments: Any changes in scope or services will result in adjustments to cost and timeline, subject to mutual agreement.

7. Data Security and Privacy

• Compliance: Provider shall comply with the Arkansas Personal Information Protection Act.
• Breach Notification: Provider shall notify Client immediately of any data breach.
• Security Controls: Provider shall implement industry-standard security controls to protect Client data.
• Data Access/Transfer: Restrictions on data access or transfer outside of Arkansas, if relevant. [Specify restrictions].

8. Compliance with Laws and Regulations

• General Compliance: Provider shall comply with all applicable state and federal IT regulations, including HIPAA, FERPA, and GLBA, if applicable.
• Arkansas Specific Requirements: Provider shall comply with Arkansas-specific requirements for managing or processing sensitive, health, or educational data.
• Cybersecurity Best Practices: Provider shall adhere to cybersecurity best practices as recommended by the Arkansas Department of Information Systems or other governing bodies.

9. Intellectual Property

• Ownership: [Specify whether the Client receives exclusive rights, perpetual licenses, or sublicensing rights to deliverables, custom code, software modifications, and documentation].
• Vendor-Retained IP: [Clarify any vendor-retained preexisting IP].

10. Third-Party Software

• Use: [Detail use of third-party software and open-source components].
• License Acquisition/Renewal: [Specify license acquisition/renewal responsibilities].
• Warranties: [Include warranties of non-infringement, tailored to standard Arkansas and U.S. industry practices].

11. Confidentiality

• Obligations: Restrictions on disclosure of proprietary, technical, customer, and business information both during and after the contract term, addressing Arkansas requirements for safeguarding confidential data.

12. Records Retention, Audit Rights, and Cybersecurity Assessments

• Compliance: Provider shall maintain records, allow for audits, and conduct cybersecurity assessments in compliance with Arkansas and industry standards.

13. Warranty

• Period and Scope: [Specify the warranty period and scope for hardware, software, and services].
• Reporting and Repair: [Specify the process and timeline for reporting and repairing defects].
• Exclusions: [Specify exclusions for damages due to client misuse].
• Acceptance: [Specify criteria for successful project acceptance or service commencement].

14. Performance Reviews and Reporting

• Regular Reviews: [Specify frequency of regular performance reviews].
• Reporting Obligations: [Specify reporting obligations].
• Service Improvement: [Specify mechanisms for periodic service improvement or audit, referencing Arkansas government contract practices where applicable].

15. Service Interruptions and Disaster Recovery

• Planned Interruptions: [Specify conditions and notification procedures for planned service interruptions].
• Emergency Interruptions: [Specify conditions and notification procedures for emergency service interruptions].
• Disaster Recovery: [Specify disaster recovery and business continuity planning].
• Force Majeure: Events beyond a party's reasonable control as interpreted under Arkansas law.

16. Termination

• Grounds: [Specify terms and grounds for contract termination, including termination for cause, convenience, nonperformance, insolvency, or breach of confidentiality].
• Notice Periods: [Specify required notice periods].
• Transition Assistance: [Specify post-termination transition assistance].
• Data and Devices: [Specify procedures for returning or destroying data and devices].

17. Liability

• Damages: [Address direct and indirect damages].
• Indemnification: [Indemnification for third-party claims, including data breaches or IP infringement].
• Cap on Damages: [Specify cap on damages in accordance with Arkansas law].
• Exclusion of Damages: [Specify exclusion of consequential or punitive damages where permitted].

18. Insurance

• Requirements: [List insurance requirements for the service provider (professional liability, cyber liability, general liability), specifying minimum coverage amounts consistent with Arkansas business standards].

19. Dispute Resolution

• Process: Negotiation, mediation, or binding arbitration before litigation.
• Venue: Pulaski County, Arkansas or [Specify other Arkansas venue].
• Governing Law: Arkansas law (with references to Arkansas Code Title 16).

20. Export Control and Anti-Corruption

• Warranties: Federal export control and anti-corruption warranties as relevant to the IT industry.

21. Labor and Employment Laws

• Compliance: Compliance with applicable Arkansas labor and employment laws regarding contractor classification and employee background screening.

22. Notices

• Method and Address: Method and address for legal and operational correspondence under Arkansas law:
  • To Provider: [IT Service Provider Address for Notices]
  • To Client: [Client Address for Notices]

23. Governmental/Public Education Entities

• Additional Clauses: Where services are provided to governmental or public education entities, incorporate additional clauses required by Arkansas procurement or IT security regulations.

24. Amendments

• Requirement: All modifications, waivers, or assignments to the contract must be in writing and signed by both parties.

25. Entire Agreement

• Clause: This Agreement constitutes the entire agreement between the parties.

26. Severability

• Clause: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

27. Arkansas-Specific Statutory Disclosures

• Disclosures: Any other Arkansas-specific statutory disclosure or notification required for IT services. [List disclosures].

28. Customization Clause

• Adjustment: All contract elements may be adjusted to align with client requirements and project specifics.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

[IT Service Provider Legal Name]

By: [Name of Authorized Representative]

Title: [Title of Authorized Representative]

[Client Legal Name]

By: [Name of Authorized Representative]

Title: [Title of Authorized Representative]