Support Services Agreement Template
A Support Services Agreement is a legally binding document that outlines the terms and conditions under which one party provides support services to another. This comprehensive template helps organizations establish clear expectations, responsibilities, and terms for ongoing support services.
What This Template Is For
This template is designed for businesses and professionals who need to formalize their support service arrangements. It's particularly useful for:
- IT support services providers
- Technical maintenance contractors
- Professional service providers
- Consulting firms
- Managed service providers
When To Use This Template
Use this support services agreement template when:
- Starting a new support service relationship
- Formalizing existing support arrangements
- Updating or renewing service contracts
- Expanding service offerings to existing clients
How To Customize It
- Review the scope of services section carefully
- Define specific service levels and response times
- Adjust payment terms and fee structures
- Modify the term and termination provisions
- Add specific performance metrics
- Include any industry-specific requirements
Common Use Cases
- IT Support: Help desk, system maintenance, network monitoring
- Equipment Maintenance: Regular servicing, repairs, preventive maintenance
- Professional Services: Ongoing consulting, advisory services
- Customer Support: Technical support, product assistance
Best Practices
- Clearly define service scope and limitations
- Include detailed service level agreements (SLAs)
- Specify response times and escalation procedures
- Define clear payment terms and conditions
- Include confidentiality and data protection clauses
Template Variations
This template can be adapted for various support scenarios:
- Basic support agreement
- Premium support package
- 24/7 support contract
- Tiered support services
Success Stories
Organizations across industries have successfully used this template to establish clear support arrangements:
- Tech startup secured enterprise IT support contract
- Manufacturing company established equipment maintenance agreement
- Consulting firm formalized ongoing advisory services
Frequently Asked Questions
What should be included in a support services agreement?
A comprehensive support services agreement should include service scope, response times, payment terms, SLAs, termination conditions, and confidentiality clauses.
How long should the agreement term be?
Most support service agreements run for 12 months with automatic renewal options, but terms can range from 3 months to multiple years based on service type.