This Document is ready-for-use Agreement to be used whereby a Service Provider provides services for the support and maintain a Customer's software, platform, networks, or systems.

As an example, it can be used in relation to the support of any website, application, SaaS, or e-commerce.

A Customer pays the Service Provider's hourly rates for the support services, however the Annex to the document can be easily customized to reflect a fixed fee, regular payments or other structure.
The Service Provider provides technical support and First and Second Line support to the Customer, as well as any optional services to be included as required.
A draft includes a standard Service Level Agreement as an Exhibit with a classification of incidents and their response time.

A Document includes 25 pages with 4 Exhibits.

Assumptions

This agreement does not limit the number of incidents that a Customer may report. Some support agreements cap the number of incidents a customer may report within a specific period of time. Each new incident reported by the customer would then decrease the remaining number of incidents that may be supported under the agreement.
There is a single software service provider and a single customer and both parties are business entities. The parties must make adjustments if:
- either contracting party is an individual; or
- there are additional parties to the agreement.
The agreement is drafted in a neutral language and can be used in the US or the UK jurisdictions, as well as in an international context. An agreement includes a standard international arbitration provision.
The documents are delivered in Microsoft Word format (.docx), allowing for easy customization and immediate implementation.

Should you have any related inquiries or comments about this product or need help to customize the documents to be tailored to your specific requirements, reach out us via a website chat or email at: info@termolix.com.