An IT Support Service Agreement (or ITSSA) is a legal document that outlines the roles and responsibilities of two parties in providing IT services. It also serves as a contract between the provider and recipient of such services, setting out expectations for both sides in terms of delivery, quality, cost and other considerations. The agreement typically covers topics like service levels and response times, user rights and responsibilities, system configuration and access, and the handling of confidential data. By signing an ITSSA, both sides pledge to abide by the terms laid out within it – helping protect everyone involved from potential misunderstandings or disputes.