Managed services agreement template
A managed services agreement sets out the terms on which a supplier runs ICT services for a customer. This version is the ICT services schedule from the Cabinet Office's public-sector Mid-Tier contract, covering definitions, due diligence, a software warranty, standards and quality plans, ICT audit and maintenance, with optional sections for the supplier's own terms, software as a service and software support. It is a schedule, so it sits alongside a main contract, and the terms you choose change with each customer.
Adapted from Cabinet Office (13 February 2025). Contains public sector information licensed under the Open Government Licence v3.0.
What changes each time
3 values. Everything else is your wording, kept exactly.
Optional terms
- Supplier-furnished terms
- Schedule setting out the software as a service terms
- Schedule setting out the software support and maintenance terms
The rules it usually needs
Written in plain English when the template is set up.
- Only when…
“Include the supplier-furnished terms section only if the supplier's own terms are part of the contract.”
When the supplier's standard terms apply, the section is added and states that the contract prevails if the two conflict; otherwise it is left out.
- Only when…
“Include the software as a service section only if the supplier provides software as a service.”
When the supplier hosts the software, the section points to the schedule holding those terms; for an on-site system it is left out.
- Only when…
“Include the software support and maintenance section only if the supplier provides software support.”
When support is part of the deal, the section points to the schedule holding the support terms.
Questions people ask
Is this a full managed services agreement?
No. It is a schedule, adapted from a public-sector contract, and it relies on a main contract and other schedules for defined terms such as Buyer, Supplier and Deliverables. It is best treated as a starting point for the ICT part of a larger agreement.
What does an ICT services schedule typically cover?
Usually the supplier's checks on the customer's environment, software warranties, quality standards, audit access and how planned and emergency maintenance is handled.
Why are some sections optional?
Supplier-furnished terms, software as a service and software support only apply to some arrangements. You include them when they fit the deal and leave them out otherwise.
Should a lawyer look at it before use?
A contract schedule written for government buyers will not suit every business, so it is sensible to have a solicitor check that it fits your arrangement and your main contract.
Can I use my own version of this document?
Yes. Upload your own Word or PDF managed services agreement and DocuWeave turns it into a template in your wording.
Use this template
It opens in DocuWeave as a template you can check, change and publish. Nothing is used until you do.