2026年IT服务外包协议

2026年IT服务外包协议PartiesThisITServiceOutsourcingAgreement(the"Agreement")isenteredintoasof[EffectiveDate],byandbetween:[ClientCompanyName],acompanyorganizedandexistingunderthelawsof[ClientJurisdiction]("Client"),havingitsprincipalplaceofbusinessat[ClientAddress]("Client");and[ServiceProviderCompanyName],acompanyorganizedandexistingunderthelawsof[ServiceProviderJurisdiction]("ServiceProvider"),havingitsprincipalplaceofbusinessat[ServiceProviderAddress]("ServiceProvider");(collectivelyreferredtoasthe"Parties").RecitalsWHEREAS,ClientdesirestoengageServiceProvidertoprovidecertainITservices(the"Services")toClient,andWHEREAS,ServiceProvideriswillingtoengageinprovidingtheServicestoClientunderthetermsandconditionssetforthinthisAgreement;NOW,THEREFORE,inconsiderationofthemutualcovenantsandagreementssetforthherein,thePartiesagreeasfollows:1.ScopeofServices1.1ServiceDescription:ServiceProvidershallprovidethefollowingITservicestoClient(the"Services"):a)HardwareMaintenanceandManagement:Includingbutnotlimitedtothemaintenance,repair,andreplacementofClient'shardwareassetssuchasservers,networkequipment,workstations,andperipherals,ensuringoperationalavailabilityandperformanceinaccordancewithClient'soperationalrequirements.b)SoftwareApplicationManagement:IncludingbutnotlimitedtothemanagementofClient'slicensedsoftwareapplications,ensuringcompliancewithlicenseagreements,applyingnecessarypatchesandupdates,managingconfigurations,andprovidingtechnicalsupportforthesoftwareapplicationslistedinExhibitAattachedhereto(the"SoftwareList").c)NetworkManagement:Includingbutnotlimitedtothemonitoring,maintenance,andtroubleshootingofClient'snetworkinfrastructuretoensureoptimalperformance,availability,andsecurity.Thisshallencompassrouters,switches,firewalls,andrelatednetworkcomponents.d)SecurityServices:Includingbutnotlimitedtoprovidingnetworksecuritymonitoring,implementingandmanagingsecuritymeasuressuchasfirewallsandintrusiondetectionsystems,conductingsecurityawarenesstrainingforClient'sstaff,andassistingwithsecurityaudits.e)ITSupportServices:IncludingbutnotlimitedtoprovidinghelpdesksupporttoClient'send-usersviadesignatedcommunicationchannels(e.g.,phone,email,chat)forresolvingITrelatedissuesandprovidingusertrainingasagreeduponinwriting.1.2ServiceLevels:ServiceProvidershalldelivertheServicesaccordingtothetermsandconditionsoutlinedintheServiceLevelAgreements(SLAs)attachedheretoandincorporatedbyreference(the"SLAs").TheSLAsdefinethespecificServiceLevelObjectives(SLOs),reportingrequirements,andmeasurementmetricsfortheServices.1.3ServiceLocation:TheServicesshallbedeliveredatClient'sfacilitieslocatedat[ClientAddress]andremotelyasrequiredbythenatureoftheServices.1.4ServiceHours:ServiceProvidershallprovidesupportfortheServicesduringthefollowinghours:a)Level1Support:24hoursaday,7daysaweek.b)Level2Support:Businesshoursfrom8:00AMto6:00PM,MondaytoFriday,localtimeatClient'slocation.c)EmergencySupport:24hoursaday,7daysaweek,forcriticalincidentsasdefinedintheSLAs.1.5ExcludedServices:TheServicesshallnotinclude,butarenotlimitedto,hardwareprocurement,majorinfrastructuredesignandimplementation,applicationdevelopmentprojectsoutsidethescopeofexistingapplicationslistedintheSoftwareList,andanyservicesexplicitlyexcludedinwritingbyServiceProvider.2.RightsandObligations2.1Client'sRightsandObligations:a)ClientshallhavetherighttoreceivetheServicesasdescribedinthisAgreementandasdefinedintheSLAs.b)ClientshallprovideServiceProviderwithallnecessaryaccess,resources,information,andcooperationrequiredtoperformtheServices,includingbutnotlimitedto,designatingqualifiedpersonnelasPointsofContact,providingnecessarydocumentation,andfacilitatingaccesstoClient'sfacilitiesandsystems.c)ClientshallberesponsiblefortheconfidentialityofitsowndataandintellectualpropertyaccessedorutilizedbyServiceProviderinthecourseofprovidingtheServices.d)ClientshallpromptlyreviewandprovidefeedbackorapprovalonServiceProvider'sreportsandservicerequestsasrequiredundertheSLAs.e)ClientshallpayServiceProviderfortheServicesinaccordancewiththetermssetforthinSection5ofthisAgreement.f)ClientshallensurethatitsrequirementsandinstructionsprovidedtoServiceProviderareclear,complete,andachievablewithinareasonabletimeframe.2.2ServiceProvider'sRightsandObligations:a)ServiceProvidershallhavetherighttoperformtheServicesinaccordancewiththeterms,conditions,andstandardssetforthinthisAgreementandtheSLAs.b)ServiceProvidershallperformtheServicesusingqualifiedpersonnelwithappropriateskillsandcertifications,andshallmaintainateamcapableofmeetingtheperformancelevelsdefinedintheSLAs.c)ServiceProvidershallmaintainandprovideClientwithregularreportsdetailingservicedelivery,performanceagainstSLAs,andanyissuesorrisksidentified.Thesereportsshallinclude,butnotbelimitedto,monthlyservicesummariesandquarterlyperformancereviews.d)ServiceProvidershallestablishandmaintaineffectiveprocessesforincidentmanagement,problemmanagement,changemanagement,andconfigurationmanagementtoensurethereliableandhigh-qualitydeliveryoftheServices.e)ServiceProvidershallusereasonableeffortstoprotectClient'sdataandsystemsandshallcomplywithallapplicablelaws,regulations,andindustrystandardsrelatedtoinformationtechnologyanddatasecurity.f)ServiceProvidershallnotuseanyinformationobtainedfromClientforanypurposeotherthanprovidingtheServicesunderthisAgreementwithoutthepriorwrittenconsentofClient.3.ServiceManagement3.1Communication:ThePartiesshallestablishadesignatedpointofcontactforeachPartyresponsibleforcommunicationregardingtheServices.Regularmeetingsshallbeheldasnecessary,atleastquarterly,todiscussserviceperformance,issues,andimprovements.Allsignificantcommunicationsshallbedocumentedinwriting.3.2ChangeManagement:AnyrequestforchangetotheServices,includingbutnotlimitedtoscope,SLAs,orreportingrequirements,mustbesubmittedbyeitherPartyinwritingusingtheChangeRequestForm.ServiceProvidershallassesstheimpactofthechange,proposeasolutioniffeasible,andobtainClient'swrittenapprovalpriortoimplementinganychange.Changesshallbeimplementedwithinamutuallyagreedtimeframe.3.3IncidentManagement:ServiceProvidershallestablishandoperateanIncidentManagementprocesstoaddressandresolveServiceIncidentsinatimelymanner,inaccordancewiththeprioritiesandresponsetimesdefinedintheSLAs.ServiceProvidershallkeepClientinformedofthestatusofincidentresolution.3.4ProblemManagement:ServiceProvidershallinvestigatetherootcauseofrecurringincidentsorsignificantServiceissuesandimplementpermanentsolutionswherefeasible.ServiceProvidershalldocumentallProblemrecordsandsharerelevantfindingswithClient.3.5ConfigurationManagement:ServiceProvidershallmaintainacentralConfigurationManagementDatabase(CMDB)containingaccurateandup-to-dateinformationonallITassetsandconfigurationsrelatedtotheServices.Clientshallbeprovidedwithappropriateaccesstothisdatabaseuponrequest.3.6ServiceReporting:ServiceProvidershallprovideClientwiththefollowingreportsonthedatesspecified:a)MonthlyServiceSummaryReport:Detailingkeyperformanceindicators(KPIs),incidenttrends,andupcomingactivities.b)QuarterlyPerformanceReviewReport:ProvidingacomprehensiveanalysisofserviceperformanceagainstSLAs,problemanalysis,andrecommendationsforimprovement.c)AsrequiredbytheSLAsoruponClient'swrittenrequest,otherreportsrelatedtospecificServiceaspects.4.PricingandPayment4.1PricingModel:ThefeefortheServicesshallbebasedonafixedmonthlyfeestructureasdetailedinExhibitBattachedheretoandincorporatedbyreference(the"FeeSchedule").TheFeeScheduleoutlinesthefeeforeachServicecomponentdefinedinSection1.1.4.2PaymentTerms:ClientshallpayServiceProviderthefeesoutlinedintheFeeSchedulenetofanyapplicabletaxesonthefirstdayofthemonthfollowingtheendofeachmonthforwhichtheServiceswereprovided.4.3PaymentInstructions:PaymentsshallbemadebyClienttoServiceProvidervia[PaymentMethod,e.g.,wiretransfer]tothefollowingaccountinformation:a)AccountName:[ServiceProviderAccountName]b)AccountNumber:[ServiceProviderAccountNumber]c)BankName:[ServiceProviderBankName]d)BankAddress:[ServiceProviderBankAddress]e)SWIFT/BICCode:[ServiceProviderSWIFTCode]4.4Taxes:AllfeesoutlinedintheFeeScheduleareexclusiveoftaxes.ClientshallberesponsibleforanyandalltaxesincurredbyServiceProviderrelatedtotheServices,includingbutnotlimitedtovalue-addedtax(VAT),salestax,andsimilartaxes.ServiceProvidershallprovideClientwithadetailedinvoicespecifyingalltaxescharged.4.5PriceReview:ThePartiesshallmeetannuallyonorbefore[Date]toreviewtheFeeSchedule.ServiceProvidermayproposeapriceadjustmentbasedonchangesinthecostofresources,inflation,orothermarketconditions,subjecttoClient'spriorwrittenapproval.Theadjustmentshallbeappliedprospectivelytothenextbillingperiod.5.IntellectualPropertyRights5.1BackgroundIP:EachPartyretainsallrights,title,andinterestinandtoitsBackgroundIntellectualProperty,regardlessoftheperformanceunderthisAgreement.5.2ForegroundIP:TheIntellectualPropertycreatedbyServiceProviderspecificallyforClient("ForegroundIP")shallbeownedbyClientuponfullpaymentofallfeesdueunderthisAgreement.ServiceProvidergrantsClientanon-exclusive,perpetual,irrevocable,worldwide,royalty-freelicensetousetheForegroundIPsolelyforthepurposeoftheServicesunderthisAgreement.ServiceProvidershallcontinuetoownanyIntellectualPropertycreatedbyServiceProviderforitsowninternaluseorforusewithotherclients.6.Confidentiality6.1ConfidentialInformation:EachParty("DisclosingParty")shallholdinstrictconfidenceallnon-publicinformationdisclosedbytheotherParty("ReceivingParty")inwriting,electronically,ororally,andwhichismarkedas"Confidential"orcanreasonablybedeterminedtobeconfidential("ConfidentialInformation").Thisincludes,butisnotlimitedto,Client'sbusinessplans,financialdata,customerlists,technicaldata,sourcecode,documentation,andServiceProvider'spricinginformation,customerlists,andproprietaryprocesses.6.2Obligations:TheReceivingPartyshalluseConfidentialInformationsolelyforthepurposeofprovidingtheServicesunderthisAgreementandshallnotdiscloseittoanythirdpartywithoutthepriorwrittenconsentoftheDisclosingParty.TheReceivingPartyshallrestrictaccesstoConfidentialInformationtoonlythoseemployees,contractors,oragentswhohaveaneedtoknowandwhoareboundbyconfidentialityobligationsatleastasstringentasthosesetforthinthisSection6.6.3Exceptions:Theobligationsofconfidentialityshallnotapplytoinformationthat:(a)isorbecomespubliclyknownwithoutbreachofthisAgreement,(b)isindependentlydevelopedbytheReceivingPartywithoutuseoftheDisclosingParty'sConfidentialInformation,(c)isobtainedfromathirdpartywhoisnotunderaconfidentialityobligationtotheDisclosingParty,or(d)isrequiredtobedisclosedbylaworcourtorder,providedtheReceivingPartygivestheDisclosingPartyreasonablenoticeofsuchrequirementandallowstheDisclosingPartyanopportunitytoseekaprotectiveorderorotherremedy.6.4Duration:TheconfidentialityobligationssetforthinthisSection6shallsurvivetheterminationorexpirationofthisAgreementforaperiodof[Number,e.g.,three]yearsaftertheterminationorexpirationdate.7.Acceptance7.1PerformanceAcceptance:ClientshallaccepttheServicesuponcontinuedreceiptandsatisfactoryperformanceinaccordancewiththeSLAs.ClientshallnotifyServiceProviderinwritingwithin[Number,e.g.,ten]daysofreceivinganyServicedeliveryifClientisnotsatisfiedwiththeperformance.FailuretoprovidesuchnotificationshallconstituteacceptanceoftheServicedelivery.7.2Process:ClientshallnotifyServiceProviderofacceptanceornon-acceptanceofaspecificServicedeliverybyprovidingawrittenacceptancecertificateoremailtoServiceProvider'sdesignatedcontact.8.TermandTermination8.1Term:ThisAgreementshallcommenceontheEffectiveDateandcontinueforatermof[Number,e.g.,one]year("InitialTerm").UpontheexpirationoftheInitialTerm,thisAgreementshallautomaticallyrenewforsuccessive[Number,e.g.,one]yearterms(eacha"RenewalTerm"),unlesseitherPartyprovideswrittennoticeofitsintentnottorenewatleast[Number,e.g.,ninety]dayspriortotheendofthethen-currentTerm.ThePartiesmayagreeinwritingtoterminatethisAgreementearlier.8.2TerminationforCause:EitherPartymayterminatethisAgreementimmediatelyuponwrittennoticetotheotherPartyiftheotherPartycommitsamaterialbreachofanytermorconditionofthisAgreementandfailstocuresuchbreachwithin[Number,e.g.,thirty]daysofreceivingwrittennoticeofthebreach.ThebreachingPartyshallbeliableforalldamagesresultingfromthebreach.8.3TerminationWithoutCause:ClientmayterminatethisAgreementatanytimewithoutcauseupon[Number,e.g.,ninety]dayswrittennoticetoServiceProvider.ServiceProvidermayterminatethisAgreementatanytimewithoutcauseupon[Number,e.g.,ninety]dayswrittennoticetoClient.Upontermination,ServiceProvidershallprovideClientwithafinalreportdetailingallservicesperformedandcostsincurredduringthetermoftheAgreement.8.4ConsequencesofTermination:UponterminationorexpirationofthisAgreement,ServiceProvidershall:a)Completealloutstandingworkandhandoveralldocumentation,configurations,anddatacreatedormodifiedbyServiceProviderforClient'suse,exceptfordatathatClientexplicitlyrequeststobedeleted.b)EnsurethatallintellectualpropertyrightsgrantedunderthisAgreementtoClienthavebeendulytransferred.c)ReleaseanycopiesofClient'sConfidentialInformationinitspossession,exceptasrequiredbylaw.d)CooperatewithClienttoensureanorderlytransitionoftheServicestoanotherprovider,ifdesiredbyClient,duringthenoticeperiod.e)EnsurethatitsemployeesandcontractorshavenofurtheraccesstoClient'ssystemsordataaftertermination.9.LiabilityandIndemnification9.1LimitationofLiability:ServiceProvider'stotalliabilitytoClientforanyclaimsarisingoutoforinconnectionwiththisAgreementshallbelimitedtothetotalfeespaidbyClienttoServiceProviderunderthisAgreementduringthetwelve(12)monthspriortothedateoftheclaim.InnoeventshallServiceProviderbeliableforanyindirect,incidental,consequential,special,orpunitivedamages.9.2Client'sIndemnification:Clientshallindemnify,defend,andholdharmlessServiceProviderfromandagainstanyandallclaims,losses,damages,liabilities,costs,andexpenses(includingreasonableattorneys'fees)arisingoutoforresultingfrom:(a)Client'sbreachofthisAgreement,(b)Client'suseofservicesorinformationprovidedbyServiceProviderinamannerinconsistentwiththisAgreement,(c)Client'sConfidentialInformation,or(d)anythird-partyclaimsarisingfromClient'sactionsoromissions.9.3ServiceProvider'sIndemnification:ServiceProvidershallindemnify,defend,andholdharmlessClientfromandagainstanyandallclaims,losses,damages,liabilities,costs,andexpenses(includingreasonableattorneys'fees)arisingoutoforresultingfrom:(a)ServiceProvider'sbreachofthisAgreement,(b)ServiceProvider'suseofitsownresourcesandpersonnelinprovidingtheServices,(c)ServiceProvider'sConfidentialInformation,(d)anyclaimsarisingfromtheServicesbeingprovidedbyServiceProvidertootherclients,and(e)ServiceProvider'scompliancewithapplicablelawsandregulations.10.ForceMajeure10.1Definition:"ForceMajeure"meansaneventorcondition,beyondthereasonablecontroloftheaffectedParty,includingbutnotlimitedtoactsofGod,war,terrorism,flood,fire,explosion,riots,civilcommotion,strikes,lockouts,actsoromissionsofgovernmentalauthorities,andpandemics,whichpreventordelaytheperformanceofitsobligationsunderthisAgreement.10.2Notification:TheaffectedPartyshallpromptlynotifytheotherPartyinwritingofanyeventitreasonablybelievesconstitutesForceMajeureandshallprovideallreasonableassistancetomitigatetheeffectsthereof.10.3Effect:TheaffectedPartyshallbeexcusedfromperformanceofitsobligationsunderthisAgreementforthedurationoftheForceMajeureevent.IftheForceMajeureeventcontinuesformorethan[Number,e.g.,onehundred八十]days,eitherPartymayterminatethisAgreementbywrittennoticetotheotherParty.11.GoverningLawandDisputeResolution11.1GoverningLaw:ThisAgreementshallbegovernedbyandconstruedinaccordancewiththelawsoftheStateof[StateJurisdiction],withoutregardtoitsconflictoflawsprinciples.TheUnitedNationsConventiononContractsfortheInternationalSaleofGoods("CISG")shallnotapplytothisAgreement.11.2DisputeResolution:Anydispute,controversy,orclaimarisingoutoforrelatingtothisAgreement,includinganyquestionregardingitsexistence,validity,ortermination,shallfirstbeattemptedtoberesolvedamicablythroughgoodfaithnegotiationsbetweenauthorizedrepresentativesoftheParties.Ifthedisputecannotberesolvedthroughnegotiationwithin[Number,e.g.,thirty]daysoftheinitiationofnegotiations,thedisputeshallbesubmittedtotheexclusivejurisdictionofthestateandfederalcourtslocatedin[County],[StateJurisdiction].ThePartiesagreethatthecourtsof[County],[StateJurisdiction]havepersonaljurisdictionoverthemandoverthesubjectmatterofthisAgreement.12.Miscellaneous12.1Notices:Allnotices,requests,demands,andothercommunicationsrequiredorpermittedunderthisAgreementshallbeinwritingandshallbedeemedgiven(a)whendeliveredpersonally,(b)uponconfirmationofreceiptwhensentbyemail,or(c)upondepositwithareputableovernightcourierserviceorU.S.Mail,returnreceiptrequested,whensenttotheaddressessetforthaboveortosuchotheraddressasaPartymaydesignateinwriting.12.2EntireA