Software support agreement

This is a short-form software support contract.

The support services that may be covered by the document include assistance with the use of software and the identification of bugs in software. The template assumes that support is to be provided in relation to a particular software system, rather than software generally. It also assumes that support will be accessed through some form of helpdesk.

If you want software maintenance services covered as well as as software support services, see our these agreements on website-contracts.co.uk.

*On website-contracts.co.uk we publish various consultancy agreements, including a version of this document which omits the text attributing authorship to Docular.
Support services by Atlas

Support agreement contents

The key provisions of this template, and some of the questions they try to answer, are highlighted below.

Support services – What standards must the support services meet? Must they be provided in accordance with an SLA? If yes, what are the relevant service levels? Does the service provider have the right to suspend the services in the event of late payment?

Customer obligations – What types of assistance might be required from the customer? Does the service provider need access to the customer’s computer systems?

Charges and payments – What must be paid, when and how? Will there be any time-based charging? Can the service provider increase prices on notice, and if so subject to what limitations?

Warranties – What assurances does the service provider give to the customer in relation to the quality of the support services?

Liability disclaimers – To what extent is the liability of a party limited in the event of a breach of contract by that party?

The template also includes a full set of boilerplate clauses, which cover such matters as force majeure, termination, subcontracting, notices, waivers, variations, entire agreement, law and jurisdiction.

Alternative software support documents

These documents are available for editing online (Docular) and as simple MS Word documents (website-contracts.co.uk).

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