Support & Maintenance

Do you need to develop a support agreement for a product or service?

Do you need to have a support agreement reviewed to be sure it works for your needs?

Service Level Agreements

A Service Level Agreement for support and/or maintenance (upgrades, enhancements, bug fixes, etc.) is an agreement between two parties for the delivery of specified services by a “Supplier” or vendor to another party, the user.

It is effectively a proxy contract in that the two parties have negotiated and signed a comprehensive document specifying the terms and conditions under which the service delivery may be effectuated.

Both parties must clearly understand their respective roles and responsibilities in respect of the delivery of the services and this information is usually included as part of a service level agreement.

We will work with you to understand your “services” (or service needs) and draft an agreement that will be usable in your situation, be it supporting a web-based service, or a stand alone software support, or remote servicing of technology worldwide.

We will assist you to:

• Define the terms and basis under which the Services will be delivered
• State how the Service performance levels are to measured
• Provide a legal framework for the relationship between the Supplier and the Client
• Specify the Services to be delivered
• Identify the costs of receiving the Services

There are a number of legal issues to consider in creating or reviewing a service level agreement including such issues as ownership, use rights, liability, exclusivity, remedies and many other important “decisions”.
We have years of experience in creating and reviewing support agreements for Fortune 500 and start-up client companies.

Give us a call today, or email us, and let’s discuss your needs.