Legal Support for Managed IT Services Contracts and Outsourcing
Who We Help
We act for a wide range of organisations involved in managed IT services and outsourcing arrangements, including:
- Businesses procuring managed IT services, from SMEs to large organisations
- Managed service providers (MSPs) delivering IT support, cloud and infrastructure services
- Software developers and technology companies outsourcing elements of their operations
- In-house legal and procurement teams managing IT contracts and supplier relationships
- Founders and high-growth businesses scaling their technology infrastructure
How We Help
We support businesses at every stage of the managed services lifecycle, from initial procurement through to exit and transition. Whether you are outsourcing your IT function or delivering managed services to your customers, we ensure your contractual position is clear, balanced and aligned with your commercial objectives.
Our experience covers a wide range of managed IT services agreements, including outsourcing arrangements, cloud services, software support and infrastructure services. We focus on reducing risk, improving clarity and ensuring that contracts work in practice, not just on paper.
Supporting Businesses Procuring Managed IT Services
Outsourcing IT services can deliver significant efficiencies, but it also introduces operational and legal risk. We advise organisations looking to engage managed service providers, ensuring that contracts properly protect their business and reflect the critical nature of IT systems.
We help clients navigate supplier selection, contract negotiation and ongoing contract management, with particular focus on service quality, accountability and continuity.
Advising Managed Service Providers
For providers of managed IT services, well-drafted contracts are essential to managing risk and maintaining profitable client relationships. We work closely with service providers to ensure their agreements clearly define the services being delivered, allocate responsibility appropriately and minimise exposure to disputes.
Our advice is commercially focused, helping providers balance legal protection with the need to remain competitive in a fast-moving market.
We provide commercially focused legal support across the full lifecycle of managed IT services arrangements, including:
- Drafting and negotiating managed IT services agreements and outsourcing contracts
- Advising on supplier selection, tender processes and due diligence
- Structuring service levels, KPIs and performance frameworks
- Allocating risk through liability, indemnity and insurance provisions
- Advising on data protection, confidentiality and cybersecurity obligations
- Supporting contract variations, renewals and change control processes
- Advising on termination, exit planning and transition to new providers
- Resolving disputes arising from service failures or contractual issues
Key Issues in Managed IT Services Agreements
Managed IT services contracts must address a range of technical and commercial considerations. We provide detailed advice on areas such as:
- Scope of services and service descriptions
- Service levels and performance metrics (SLAs)
- Liability, indemnities and risk allocation
- Data protection, confidentiality and cyber security
- Termination rights, exit planning and transition support
We ensure that these provisions are not only legally robust but also workable in real-world scenarios.
Our Experience with Managed IT Services
Our IT Technology solicitors have acted for both providers of IT Managed Services and customers procuring such services, including:
- Assisting a national IT-managed services provider with drafting terms and conditions for their services.
- Assisting a software house to outsource their call centre requirements.
- Advising a software developer in relation to a collaboration agreement for the development of a platform with outsourced hosting and support services.
- Acting for a software house who is outsourcing hosting and software services for a bank.
- Advising, drafting, and negotiating an exit plan on behalf of a software house to meet their client's specific requirements.
Managed IT Services FAQs
What are service credits?
Service credits are a mechanism of allowing a customer to receive a credit if the supplier's performance does not meet the agreed standard of performance set out within a service level agreement.
For example, if the agreed response and remedy time is exceeded in the event of a software fault or downtime.
The trigger for a service credit is generally set at such a level that both the customer and supplier agree that the performance is inadequate.
Service credits can be used as a sole remedy in the event of inadequate performance – in this instance, once the customer is granted the service credits, it shall have no further right for breach of contract against the supplier.
The mechanism for calculating both the value and the trigger events can be as simple or complex are the supplier and customer agree. For example, complex mechanisms provide or scale service credits dependent upon the severity of the failure.
Supplier-friendly terms can also include a "service credit holiday' – a period following the commencement of the agreement where service credits are not payable, given that this period ordinarily experiences the greatest number of faults and downtime.
What is 'benchmarking'?
Benchmarking is a common process in a long-term supply of managed IT services and involves appointing an independent third party to carry out an assessment of the supplier's services and charges and compare this against the services and charges on the market to determine whether the supplier's offering remains competitive.
If the supplier's offering is considered not competitive or good value, then this can trigger the obligation to revise the fees or service offering or an automatic price reduction.
Benchmarking can be a useful tool for suppliers who can use the provisions as an incentive for securing customers into longer-term relationships.
What does a service level agreement include?
A service level agreement, or an SLA agreement, can be a separate, stand-alone agreement or be included within a contract for managed IT services (usually contained within a schedule).
The service level agreement will set out the agreed levels that the supplier is to provide the services and how the services are to be utilised, for example, by contacting the supplier through its IT help desk on specified numbers.
A service level agreement will ordinarily include faults deemed out-of-scope of the supplier's remit, for example, any faults caused by the customer.
What is a disaster recovery and business continuity plan?
A disaster recovery plan and a business-continuity plan are agreed schedules of action which may be incorporated into an IT-managed services contract, setting out the action to be taken by both customer and supplier in the event of a disruption to the service.
The purpose of a disaster recovery plan and a business continuity plan is:
- To prevent or minimise loss of data.
- To minimise disruption to, or preserve, the continued supply of the services to the customer or to ensure that the services return to normal as soon as possible.
- To minimise or prevent any impact on the service levels (if any).
A disaster recovery plan and a business continuity plan should be drafted in a way that is flexible for any changes that occur during the term of the contract, which was not envisaged or relevant at the outset.
What is an Exit Plan in an IT-managed services contract?
An exit plan is an agreed schedule of cooperation and action on the part of the supplier and customer, setting out how a supplier shall exit from the agreement and transition the services back to the customer or a replacement supplier.
If drafted and negotiated well, an exit plan should ensure that minimal disruption is caused to the customer when the transition occurs.
The exit plan should set out all aspects of post-termination/expiry assistance that is required of the supplier, including what charges are payable to the supplier for such support.
Why Work With Our IT/Technology Team
- Myerson Solicitors' IT lawyers can provide businesses with extensive legal advice and support on a wide range of IT-related matters.
- Members of the Society for Computers & Law
- Active participants in the UK technology ecosystem
- Working with Myerson Solicitors means you'll have access to legal experts who can support and help your business stay ahead of the curve in today's ever-evolving digital landscape.
- An alternative to the major, regional, and national firms by offering high-quality Technology law advice from specialist solicitors, but on a much more cost-effective basis.
- By working closely with our IT clients, we can ensure we meet their expectations for business operations and provide clear, specialist expertise. We are easy to deal with and understand that a common-sense approach is often required.
- Extensive experience in dealing with a broad range of IT disputes, such as data protection and software development issues, giving businesses fast and helpful advice based on knowledge of their business, its history, and pressures.
- A partner-led service and a genuinely accessible team of experienced IT law solicitors due to our size, structure, and unique culture.
- Our Technology Solicitors are happy to discuss your situation in a free, no-obligation telephone consultation. We are committed to transparent pricing and will always discuss costs with you at the outset. Fixed fees and retainers may be available where appropriate.
We are trusted by founders, investors and in-house counsel who require commercially astute advice delivered with accessibility and strategic insight.
Testimonials
Paul Hinchliffe - Managing Director, Bott & Co Solicitors
I would like to thank the team for their expertise, guidance and support throughout our transition to employee ownership. The move required careful planning across a range of legal, tax and governance matters. Simon Nolan and the wider Myerson team worked closely with us throughout the process, providing clear advice, practical solutions and reassurance. Their experience and collaborative approach helped us successfully navigate a complex transaction. We are extremely grateful.
Mr Preston
Chris Moss's advice and support was exceptional. I would highly recommend.
Mr. Maitland, VendiTech
Myerson has been exceptional to work with, combining a high level of professionalism with a pragmatic, commercially minded approach. Communication is always clear, timely, and responsive, which gives us real confidence when navigating complex decisions. Chris, Charlotte and Richard provided invaluable support across multiple areas of our business. Their guidance has been instrumental to our continued success and has played a key role in giving us strong confidence around compliance as we scale and evolve.
Gary Johnson, CDL
The strength that Myerson brings to CDL and its group companies is an intimate understanding of our products and services and how they are utilised in the various sectors of our evolving marketplace. CDL and Myerson have worked together for over 10 years and in that time CDL have been fortunate to attract, court and secure many new contracts including large banking and global organisations.
Tim Webb, RTA Claim Solutions
Myerson have been hugely professional and supportive in providing expert legal advice to the business. For us, their quality of service and expert knowledge of commercial business was equally as important as their undoubted legal capabilities. We hope to be able to continue to work with them over the long term.
Tony Sampson , J2 Retail Ltd
Unphased by the ‘big names’ and frequently head to head with much larger firms, they have always worked effectively on our behalf as both a business and as shareholders, and have represented us extremely well in many complex and difficult situations. Myerson partners and lawyers have an excellent grasp of the commercial realities of our business – something that is equally as important as their undoubted capabilities as lawyers.
David Hibbert, Stax Trade Centres PLC
We were introduced to Myerson back in 1986 with a view to them advising us on our MBO. Myerson have always been there with clear, easily presented counsel as to how to deal with every aspect of business life. We respect their honesty and integrity and have no qualms in recommending them to any up and coming entrepreneurs.
Mr. Roberts, Communications Plus Ltd.
Chris Moss, Melisa Chaplow and Charlotte Peers have been exceptional. Thank you.
Mike Forsyth - Founder and Chairman, Safer Sphere
Myerson Solicitors acted for us in a complicated Management Buy-Out transaction. Akeel, Palma, Simon, Andrew, and the team supported completion in a tight time frame with the utmost professionalism and diligence. They coordinated and cooperated seamlessly with the wider advisors and stakeholders, ensuring full protection and compliance with the transaction. We have worked with Myerson on a number of legal aspects for over 5 years, and would highly recommend their services.
Colin
Supported my business from the outset. Always there when needed. Superb integrity and pricing. Always gets the job done effectively with open dialogue and communication at every point. Yes I highly recommend.
Chambers UK Guide 2026
The Corporate team at Myerson is the perfect size for a balance between expertise and personal service.
Chambers UK Guide 2026
Myerson's Corporate team is attentive, available and technically knowledgeable.
Chambers UK Guide 2026
Myerson's Corporate Team were good to deal with and we worked well together.
Legal 500, 2024
Responsive, always willing to provide some direction, guidance and support, even at short notice, and, due to the familiarity of the business across the team, there are multiple contact points which means there is always somebody to speak to who understands our company and objectives.
Legal 500, 2024
The whole team is responsive and highly approachable, taking time to understand the business and framing legal matters in a manner understandable to the audience – working with a range of people across our business.
Legal 500, 2024
They have always looked at the whole picture and taken time to understand my business, so advice is tailored. No time-wasting and treated like I am their only client.
Legal 500, 2024
Well resourced and able team that expertly and adequately handle whatever we throw at them as our retained commercial lawyers.
Legal 500, 2024
Smaller boutique corporate team who are very responsive, professional and add value to corporate transactions.
Meet Our Technology Solicitors
Home-grown or recruited from national, regional or City firms. Our Technology lawyers are experts in their fields and respected by their peers.
Contact Our Experts
You can contact our lawyers below if you have any more questions or want more information:
0161 941 4000
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