Anyone with some sample support agreements?
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I've decided to stop pro-bono work (long story, don't ask) - and the customer is more than willing to entertain an annual support agreement. Any advice for things I should include? All work is remote, phone calls, email, etc. On occasion, if travel is needed, then it's a separate quote. Projects that exceed a certain time amount are quoted separately as well. I've been out on line, but google is not the google I used to use. All I get are hits to sign up for this service or that service.
Charlie Gilley “They who can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety.” BF, 1759 Has never been more appropriate.
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I've decided to stop pro-bono work (long story, don't ask) - and the customer is more than willing to entertain an annual support agreement. Any advice for things I should include? All work is remote, phone calls, email, etc. On occasion, if travel is needed, then it's a separate quote. Projects that exceed a certain time amount are quoted separately as well. I've been out on line, but google is not the google I used to use. All I get are hits to sign up for this service or that service.
Charlie Gilley “They who can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety.” BF, 1759 Has never been more appropriate.
Specialized Help Arrangement: The scope of the technical support services that will be provided to the customer, as well as the methods of communication and response times, are all outlined in this agreement. It additionally remembers subtleties for the charges and installment terms.
SLA, or Service Level Agreement,: This understanding characterizes the degree of administration that the specialist organization will convey to the client. It describes the metrics, such as uptime, response times, and resolution times, that will be used to evaluate the service. It likewise remembers subtleties for the cures and punishments for not gathering the SLA.
Agreement for Maintenance: The maintenance services that the customer will receive, such as updates, upgrades, and bug fixes, are outlined in this agreement. It likewise remembers subtleties for the charges and installment terms, as well as the length of the arrangement.
Contract for Outsourcing: The services that will be outsourced to a third-party provider are outlined in this agreement. It explains the scope of the services, the costs, payment options, and both parties' responsibilities.
Backing and Support Understanding: This understanding consolidates the specialized help and upkeep administrations into one arrangement. It explains the scope of the services, the response times, the fees, and the methods for paying. It also explains what to do if the service level is not met.
It's important to remember that these contracts should be tailored to your business's needs and the services you offer. When drafting these agreements, it is suggested that you seek legal counsel to ensure that they are legally binding and enforceable.