Support Agreement

COMPANY LETTERHEAD

{{company_name}}

{{company_address}}

Phone: {{phone}}

Email: {{email}}

Website: {{website}}

SUPPORT AGREEMENT

This Support Agreement (the "Agreement") is entered into as of {{effective_date}} (the "Effective Date"), by and between:

{{service_provider_company_name}}, a company duly organized and existing under the laws of {{service_provider_country}}, with its principal place of business at {{service_provider_address}} (hereinafter referred to as "Service Provider"); and

{{client_company_name}}, a company duly organized and existing under the laws of {{client_country}}, with its principal place of business at {{client_address}} (hereinafter referred to as "Client").

Service Provider and Client are hereinafter collectively referred to as the "Parties" and individually as a "Party".

1. SCOPE OF SUPPORT SERVICES

1.1. Service Provider agrees to provide the Client with the following support services (the "Support Services") for the product/system identified as {{product_or_system_name}} (the "Product/System"):

a) Technical assistance and troubleshooting related to the Product/System via {{support_channels}} during {{support_hours}}.

b) Resolution of identified issues and bugs within the Product/System.

c) Provision of {{updates_and_upgrades_description}}.

1.2. The Support Services do not include:

a) Support for issues arising from misuse, modification, or unauthorized alteration of the Product/System by Client or third parties.

b) Training beyond the initial setup and basic operation of the Product/System.

c) On-site support unless specifically agreed upon in writing and subject to additional charges.

2. SERVICE LEVELS

2.1. Service Provider commits to the following Service Levels (SLAs):

a) Response Time: Initial response to support requests will be within {{response_time}} during support hours.

b) Resolution Time: Service Provider will endeavor to resolve critical issues within {{critical_resolution_time}} and non-critical issues within {{non_critical_resolution_time}}.

c) Uptime Guarantee: The Product/System will have an Uptime Guarantee of {{uptime_percentage}}% excluding scheduled maintenance.

2.2. Client shall report all issues via {{issue_reporting_method}} and provide all necessary information to assist in troubleshooting.

3. FEES AND PAYMENT

3.1. Client shall pay Service Provider the support fees as detailed in Schedule A, attached hereto and incorporated by reference.

3.2. All fees are exclusive of taxes, duties, and other governmental charges, which shall be the sole responsibility of the Client.

3.3. Payment terms are net {{payment_days}} days from the date of invoice. Overdue payments may be subject to an interest rate of {{interest_rate_percentage}}% per month or the maximum permissible by law.

4. TERM AND TERMINATION

4.1. This Agreement shall commence on the Effective Date and continue for a period of {{initial_term_duration}} (the "Initial Term"), unless terminated earlier as provided herein.

4.2. This Agreement shall automatically renew for successive terms of {{renewal_term_duration}} each, unless either Party provides written notice of non-renewal at least {{notice_period_days}} days prior to the end of the then-current term.

4.3. Either Party may terminate this Agreement immediately upon written notice if the other Party materially breaches any of its obligations hereunder and fails to cure such breach within {{cure_period_days}} days of receiving written notice thereof.

5. CONFIDENTIALITY

5.1. Both Parties agree to keep confidential all non-public information disclosed by the other Party during the term of this Agreement, including but not limited to business plans, technical data, and customer information.

5.2. This obligation of confidentiality shall survive the termination or expiration of this Agreement for a period of {{confidentiality_period_years}} years.

6. LIMITATION OF LIABILITY

6.1. In no event shall Service Provider be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, data, or business interruption, arising out of or in connection with this Agreement.

6.2. Service Provider's total aggregate liability arising out of or related to this Agreement shall not exceed the total fees paid by Client to Service Provider under this Agreement during the twelve (12) months preceding the event giving rise to the liability.

7. GOVERNING LAW AND DISPUTE RESOLUTION

7.1. This Agreement shall be governed by and construed in accordance with the laws of {{governing_country}}.

7.2. Any dispute, controversy, or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the {{arbitration_institution}}.

7.3. The seat of the arbitration shall be {{arbitration_city}}, {{arbitration_country}}.

8. ENTIRE AGREEMENT

This Agreement, including any attached schedules and appendices, constitutes the entire agreement between the Parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, proposals, and representations, whether written or oral.

9. SIGNATURES

IN WITNESS WHEREOF, the Parties hereto have executed this Agreement as of the Effective Date.

SERVICE PROVIDER:

By: _____________________________

Name: {{service_provider_signatory_name}}

Title: {{service_provider_signatory_title}}

Date: _____________________________

CLIENT:

By: _____________________________

Name: {{client_signatory_name}}

Title: {{client_signatory_title}}

Date: _____________________________