Our Managed IT Services

Whether you are looking to outsource all your business's IT service requirements, engage a provider for certain elements of your IT services requirement or are a provider of IT Managed Services, our IT solicitors can assist you with all your requirements. 

Our IT Technology solicitors understand that outsourcing your IT requirements can seem daunting, particularly when, for most businesses, IT infrastructure and services are critical to their day-to-day operations.

Our managed IT services team can guide you through all elements of the outsourcing process, from initial tendering and due diligence to termination and exit management.  

Equally, we know that as a provider of managed services, it is imperative that you can clearly ascertain what services you are providing to your customers and where responsibilities lie and how to document these in the agreements you enter with your customers. 

Managed IT services may include:

  • Clearly defining the scope of services to be provided.
  • Outlining performance metrics and service level agreements.
  • Specifying responsibilities and liabilities of both parties.
  • Outlining termination and renewal conditions. 
  • Provisions for data security and confidentiality. 

It is also crucial to ensure that the IT managed services contract aligns with applicable IT laws and regulations and to regularly review and update the managed IT services contract as needed to reflect changes in the business environment.

Our IT Technology solicitors have a wealth of experience in drafting and advising on IT-managed services contracts, including outsourcing agreements, supply and installation of hardware and software, cloud services and support.   

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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.
  • We are highly skilled in matters relating to data protection, ensuring that businesses comply with relevant legislation such as the General Data Protection Regulation (GDPR).
  • We can also provide expert guidance on software licensing, reselling, and development.
  • Other areas of expertise include e-commerce, intellectual property, and technology-related disputes.
  • 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 regarding business operations, providing clear and 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 your 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.

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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.

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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.

Meet Our IT Technology Solicitors

Home-grown or recruited from national, regional or City firms. Our IT Technology lawyers are experts in their fields and respected by their peers.

Carla Murray

Carla Murray

Carla is a Partner and Head of our Commercial Team

Richard Meehan

Richard Meehan

Richard is a Senior Associate in our Commercial Team

Olivia Whittaker

Olivia Whittaker

Olivia is a Solicitor in our Commercial Team

Karam Bhatti

Karam Bhatti

Karam Bhatti is a Solicitor in our Commercial Team

Contact Myerson Solicitors

Complete the form below, or alternatively, you can call Myerson Solicitors on:

0161 941 4000