# Service Agreements: Drafting and Review | IUSTORIA

> Framework agreements, SLAs, liability for outages, pricing and termination. What really matters in a contract for the supply of services.

- Canonical URL: https://www.iustoria.cz/en/services/service-agreements/
- Markdown URL: https://www.iustoria.cz/en/services/service-agreements/index.md
- Language: en
- Content type: service

## Content

Service agreements


# A contract only gets read
when something goes wrong


Long-term supply relationships run on habit rather than on the text, until there's an outage, a disputed invoice or a notice of termination. Only then does it become clear what was actually agreed and what was merely assumed.


Where to start


## A review costs less than a dispute


The initial conversation is free. Send us the draft contract, or the one you're working under today. We'll tell you where the risks are and which of them are worth negotiating. A standalone task starts at CZK 5,000 excl. VAT; for a contract review we'll quote a fixed price upfront.


 Talk through your contract


When you call us


## Situations businesses come to us with


### The supplier sent its own template and wants it signed


The other side's terms are usually written in its favour. The point isn't to rewrite them from scratch but to find the three or four clauses that really matter and fight over those.


### The scope of the service isn't clear


What exactly is included in the price and what gets billed on top only becomes clear with the first disputed invoice. It tends to be the most common source of friction in the whole relationship.


### The service went down and it's unclear what follows


The contract promises availability but doesn't say what happens if it isn't delivered. Without that, the availability promise is just words.


### The supplier wants to raise prices


An inflation clause, indexation or a unilateral change to the price list. The gap between what the parties thought and what they actually signed is often wide here.


### You want out of the contract


The notice period, the minimum term, penalties for early termination, and what happens to your data and to work in progress.


### The supplier processes personal data


Then, alongside the service agreement, you also need a data processing agreement, and with it rules on sub-processors and confidentiality.


Practice


## What we handle


Framework agreements and the orders placed under them


Defining the scope of the service and what falls outside it


Availability parameters and what follows if they're missed


Pricing, indexation and unilateral changes to the price list


Liability for damage and how it's capped


Term, termination and settling up afterwards


Personal data processing and confidentiality


The other side's terms and conditions, and clashes between the two sets of terms


We don't aim for the longest possible contract. We aim to make the points any dispute will turn on perfectly clear; the rest can be kept short.


How we handle it


## Three steps


 01


### Reading and risks


We go through the text and mark the clauses that will decide things when something goes wrong. What you get is a short list ranked by importance, not a forty-page annotated version.


 02


### Negotiation


It's worth negotiating the three or four points that carry real value. Usually the rest isn't, and it's only fair to say so: what you pay your lawyer shouldn't exceed what the negotiation wins you.


 03


### Operation and changes


Variations, orders, responses to an outage or a price rise. In long-term relationships the contract changes over time, and it's better to do that deliberately than by default.


From practice


## Two situations and how they were resolved


Scope of service


### What was in the price and what wasn't


A year in, the supplier started billing separately for work the client considered part of the flat fee. The contract described the scope only in general terms, but the orders and monthly reports showed how the service had been delivered from the start. The dispute was settled by a variation that defined the scope with numbers instead of adjectives.


Termination


### A notice that would have cost more than staying


The client wanted to move to a different supplier. The contract had a minimum term and a penalty that made termination practically impossible. By negotiating a two-stage exit with a handover of the data, the client got out before the lock-in period ended, and without a penalty.


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