Support Agreement

Company Letterhead

{{company_name}}

{{company_address}}

Phone: {{phone}}

Email: {{email}}

Website: {{website}}

SUPPORT AGREEMENT

This Support Agreement ("Agreement") is entered into on this {{day}} day of {{month}}, {{year}} ("Effective Date"), by and between:

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

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

Collectively referred to as “the Parties” and individually as “Party.”

1. Purpose

This Agreement defines the terms and conditions under which the Service Provider will provide ongoing support services to the Client for the {{product_or_service_name}} as detailed in Appendix A (the "Supported System").

2. Scope of Support Services

2.1. The Service Provider agrees to provide the following support services to the Client ("Support Services"):

a. Technical assistance for the Supported System.

b. Troubleshooting and diagnosis of issues.

c. Provision of updates and patches as they become available.

d. {{other_specific_services}}

2.2. Services NOT Included: Unless explicitly stated, the following services are not included in this Agreement: {{excluded_services}}.

3. Service Levels

3.1. Response Time: The Service Provider shall respond to support requests within {{response_time_hours}} hours during business hours ({{business_hours_start}} to {{business_hours_end}}, {{days_of_week}}).

3.2. Resolution Time: The Service Provider shall use commercially reasonable efforts to resolve reported issues within {{resolution_time_days}} business days, depending on the severity of the issue.

3.3. Availability: Support Services will be available {{support_days_per_week}} days a week, {{support_hours_per_day}} hours a day.

4. Client Responsibilities

4.1. The Client shall:

a. Provide accurate and timely information regarding support requests.

b. Ensure that {{client_personnel_name}} is available to assist the Service Provider as reasonably required.

c. Provide the Service Provider with necessary access to the Supported System.

d. {{other_client_responsibilities}}

5. Fees and Payment

5.1. The Client shall pay the Service Provider a monthly/annual fee of {{currency}} {{amount}} for the Support Services, payable on the {{payment_day}} of each {{payment_period}}.

5.2. Invoices will be issued {{invoicing_frequency}} and are due within {{payment_terms_days}} days of receipt.

5.3. Any additional services requested by the Client outside the scope of this Agreement will be quoted separately and charged at the Service Provider's standard rates.

6. Term and Termination

6.1. This Agreement shall commence on the Effective Date and continue for an initial period of {{initial_term_months}} months/years (the "Initial Term"), automatically renewing for subsequent periods of {{renewal_term_months}} months/years unless terminated by either Party.

6.2. Either Party may terminate this Agreement by providing {{notice_period_days}} days written notice to the other Party.

6.3. Either Party may terminate this Agreement immediately upon written notice if the other Party commits a material breach of this Agreement and fails to cure such breach within {{cure_period_days}} days of receiving written notice thereof.

7. Confidentiality

Both Parties agree to keep confidential all non-public information disclosed by the other Party during the term of this Agreement and for a period of {{confidentiality_period_years}} years thereafter.

8. Governing Law

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

9. Entire Agreement

This Agreement constitutes the entire agreement between the Parties with respect to the subject matter hereof and supersedes all prior discussions, negotiations, and agreements, whether oral or written.

Signature Block

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

_____________________________

For and on behalf of {{service_provider_company_name}}

Name: {{service_provider_signatory_name}}

Title: {{service_provider_signatory_title}}

_____________________________

For and on behalf of {{client_company_name}}

Name: {{client_signatory_name}}

Title: {{client_signatory_title}}