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Business Services SMR

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BUSINESS SERVICES SMR

This Business Services SMR (the "Agreement") is made effective as of by and between Client Name: ("Client") and Service Provider Name: ("Service Provider"). Client and Service Provider each may be referred to individually as a "Party" and collectively as the "Parties."

RECITALS

WHEREAS, Client desires to retain Service Provider to perform certain business services described herein, and Service Provider has represented that it possesses the skills, personnel, and resources necessary to perform such services on the terms set forth in this Agreement.

WHEREAS, the Parties wish to set forth their respective rights and obligations with respect to such services, including payment terms, confidentiality, and limitations on liability.

NOW, THEREFORE, in consideration of the mutual covenants and promises contained herein, the Parties agree as follows:

SCOPE OF WORK

Service Provider shall perform the Services in a professional and workmanlike manner, consistent with industry standards. Deliverables, milestones, and acceptance criteria shall be as specified in the Scope of Work above or in mutually executed statements of work incorporated by reference into this Agreement.

PAYMENT TERMS

Service Provider shall submit invoices to Client in accordance with the Payment Schedule. Unless otherwise agreed in writing, invoices are due and payable within days of receipt.

Unpaid amounts shall accrue interest at the lesser of 1.5% per month or the maximum rate allowable by law, commencing the day after the invoice due date. In addition, Client shall reimburse Service Provider for reasonable collection costs, including attorneys' fees, incurred in recovering overdue amounts.

TERM AND TERMINATION

The term of this Agreement shall commence on and shall continue until unless earlier terminated in accordance with this Section.

Either Party may terminate this Agreement for convenience upon delivering written notice to the other Party at least prior to the effective date of termination. Either Party may terminate immediately for material breach by the other Party that remains uncured after ten (10) days' written notice specifying the breach.

Upon termination, Service Provider shall promptly deliver any work in progress and, unless otherwise agreed, Client shall pay Service Provider for all Services performed and reimbursable expenses incurred through the effective date of termination.

CONFIDENTIALITY

"Confidential Information" means non-public information disclosed by one Party to the other, whether oral or written, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Confidential Information excludes information that: (a) is or becomes generally known to the public other than through a breach of this Agreement; (b) was known to the receiving Party prior to disclosure; (c) is received from a third party without breach of any obligation of confidentiality; or (d) is independently developed by the receiving Party without reference to the disclosing Party's Confidential Information.

Each Party shall: (i) protect the other Party's Confidential Information with the same degree of care it uses to protect its own similar information but with no less than reasonable care; (ii) use Confidential Information solely to perform its obligations or exercise its rights under this Agreement; and (iii) limit disclosure to employees, contractors, and advisors who have a need to know and who are bound by confidentiality obligations at least as protective as those set forth herein.

WARRANTIES; LIMITATION OF LIABILITY

Service Provider represents and warrants that it will perform the Services in a professional manner consistent with industry standards. EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ARE DISCLAIMED TO THE MAXIMUM EXTENT PERMITTED BY LAW.

IN NO EVENT SHALL EITHER PARTY'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT EXCEED THE AMOUNTS PAID OR PAYABLE TO SERVICE PROVIDER UNDER THIS AGREEMENT DURING THE SIX (6) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY. NEITHER PARTY SHALL BE LIABLE FOR CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES ARISING OUT OF THIS AGREEMENT.

GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of without regard to its conflict of laws principles. The Parties submit to the exclusive jurisdiction of the state and federal courts located in that state for any action arising out of or relating to this Agreement.

MISCELLANEOUS

Relationship of the Parties: Service Provider is an independent contractor. Nothing in this Agreement shall be construed to create a partnership, joint venture, employment relationship, or agency relationship between the Parties.

Assignment: Neither Party may assign this Agreement or any of its rights hereunder without the prior written consent of the other Party, except that Service Provider may assign to an affiliate or in connection with a merger or sale of substantially all of its assets.

ENTIRE AGREEMENT

This Agreement, together with any exhibits or statements of work expressly incorporated herein, constitutes the entire agreement between the Parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, proposals, and communications, whether oral or written. Any amendment or modification of this Agreement must be in writing and signed by authorized representatives of both Parties.

SIGNATURES

Client Name:

By:

Date:

Service Provider Name:

By:

Date:

Enter text✕

What the Business Services SMR Is and When It’s Used

The Business Services SMR is a standardized service memorandum and record used to describe and document the scope, deliverables, pricing, timelines, and approval status for a business services engagement. It combines contractual terms, operational milestones, and administrative metadata into one record that supports invoicing, performance tracking, and compliance reviews. Organizations use an SMR to capture agreed services, change requests, acceptance criteria, and signatures from authorized parties. The document serves both as an internal control and as a client-facing confirmation of services rendered and obligations accepted.

Why a Business Services SMR Matters to Operations and Compliance

A clear SMR reduces disputes, documents approvals, and creates an auditable trail for billing and regulatory reviews. It centralizes essential terms and dates so teams can track delivery against contractual obligations and meet retention or reporting requirements under sector-specific rules.

Why a Business Services SMR Matters to Operations and Compliance

Who Prepares and Who Signs the Business Services SMR

Responsibilities should be assigned in advance so routing and signature authority are clear before execution.

  • Account manager or service lead responsible for drafting the scope and client-facing terms.
  • Procurement or contracts team reviewing legal and financial terms before approval and signature.
  • Client authorized representative or project sponsor who confirms acceptance and signs the SMR.

Typical Signatories and Their Responsibilities

Operations Manager

The operations manager usually prepares the SMR content, defines service levels and milestones, and confirms internal readiness. They coordinate technical acceptance criteria, ensure schedules are accurate, and attach relevant work orders or exhibits for invoicing.

Authorized Signer

The authorized signer (CFO, VP of Procurement, or designated client representative) reviews financial terms and signs to bind the parties. They validate pricing, tax treatment, and any payment schedule or escrow requirements before final execution.

Stepwise Process for Completing a Business Services SMR

Follow these steps in sequence to prepare, approve, and record the SMR to reduce rework and compliance gaps.

  • 01
    Draft: Populate scope, dates, and fees with operational input.
  • 02
    Review: Route to legal and finance for terms and tax checks.
  • 03
    Approve: Obtain signatures from authorized representatives.
  • 04
    Archive: Store executed SMR with attachments and audit trail.

How an SMR Moves Through Your Organization

This condensed workflow shows typical handoffs from drafting to archival for an SMR.

  • Create Draft: Operations enters scope and deliverables into the template.
  • Internal Approval: Legal and finance confirm language and payment terms.
  • External Signing: Client signs electronically or via wet signature.
  • Recordkeeping: Executed document stored with audit trail and attachments.

Configuring an Online SMR Workflow

Set up digital fields, signer order, and authentication once to reuse the workflow across engagements.

Field Configuration
Signature Fields Assign signer and required date fields per role
Authentication Choose email, SMS code, or KBA based on risk
Templates Save reusable SMR templates with attachments
Notifications Configure reminders for outstanding signatures

Technical Options for eSigning and Sharing SMRs

Confirm the vendor supports audit trails, BAA if needed, and export to your records management system.

  • Integrations: Salesforce, NetSuite, Microsoft 365 connectivity
  • File Types: PDF, DOCX, and editable templates supported
  • Security: TLS 1.2/1.3 and AES-256 encryption

Essential Sections to Include in Every Business Services SMR

A complete SMR combines operational, financial, legal, and control elements so it can be relied upon during performance reviews, audits, and disputes.

Parties

Identify all contracting entities and their legal addresses to ensure correct invoicing and service obligations.

Scope

Define deliverables, acceptance criteria, and exclusions so teams share the same expectations.

Schedule

List key milestones, delivery dates, and milestone acceptance procedures for clear progress measurement.

Fees and Billing

State fees, payment schedule, tax treatment, and consequences for late payment to avoid disputes.

Service Levels

Include measurable performance metrics, remedies for failures, and reporting intervals where relevant.

Signatures

Provide authorized signer names, titles, dates, and an audit trail for each executed copy.

Supporting Documents and Export Options for the SMR

Attach key exhibits and choose export formats that preserve signatures and metadata for long-term compliance.

Supporting Exhibits

Attach SOWs, rate schedules, change orders, and technical attachments so the SMR references all operative documents.

Export Formats

Save executed SMRs as PDF/A for archival and keep a native DOCX for editable institutional copies when appropriate.

Audit Record

Retain the signing certificate and action log to show who signed, when, and from which IP address.

Delivery Receipts

Store delivery and access notifications to document when parties received the SMR for legal defensibility.

Common Errors When Preparing a Business Services SMR

  • Vague scope language that omits acceptance criteria, causing disagreements on deliverable completion and extra charges.
  • Mismatched party names or tax identifiers that delay billing, trigger backup withholding, or obstruct collections.
  • Omitting signature authority or signing order, which results in an incomplete or non-binding document in practice.
  • Failing to attach exhibits or change orders, leaving critical payment terms and deliverables undocumented and unenforceable.

Risks and Consequences of an Incorrect or Incomplete SMR

Contract Dispute: Increased legal exposure and litigation risk
Payment Delay: Invoices may be rejected or held
Tax Issues: Incorrect payer/payee data triggers withholding
Regulatory Breach: HIPAA or sector rules may be violated
Invalid Signature: Improper signing reduces enforceability
Audit Failure: Missing retention harms compliance

Key Dates to Record on the SMR

Document and track dates that affect performance, billing, and legal obligations to avoid missed deadlines.

Effective Date:

Date when obligations and rights begin

Service Start Date:

When work or services are scheduled to start

Invoice Submission Window:

Latest acceptable date to submit invoices

Payment Due Date:

Payment term such as Net 30 or Net 45

Retention Start:

Date for document retention calculations

Milestone Sequence for SMR Processing

Track these milestones in order so approvals, signatures, and archival occur without bottlenecks.

01

Draft Completed

SMR drafted with exhibits attached and ready for review

02

Internal Approvals

Legal and finance sign off on terms and tax treatment

03

External Execution

Client and provider sign in the agreed order

04

Archive and Retain

Executed files stored with audit log and attachments

Comparing Electronic and Digital Signature Types for SMRs

Select a signature type based on legal needs: basic electronic signatures satisfy ESIGN/UETA for most contracts, while digital signatures use PKI where cryptographic assurance is required.

Criteria Electronic Signature Digital (PKI) Signature
Definition any electronic process cryptographic pki-based process
Legal Basis esign / ueta esign / 21 cfr part 11 (when required)
Use Case general contracts high-assurance or regulated filings
Non-repudiation audit trail dependent certificate-based strong non-repudiation

eSignature Vendor Pricing and Feature Snapshot

Compare starting prices and core capabilities relevant to SMR execution; signNow appears first per vendor ordering requirements.

signNow DocuSign Adobe Sign PandaDoc HelloSign
Starting Price $8/user/mo $15/user/mo $14/user/mo $19/user/mo $15/user/mo
Free Trial 7-day free trial Varies by plan Varies by plan Varies by plan Varies by plan
Bulk Send Yes Yes Yes Yes No
Audit Trail Yes Yes Yes Yes Yes
HIPAA Compliant Yes Yes Yes No No

Real-World Examples of SMR Usage

Examples show how organizations use standardized service records to accelerate approvals and centralize evidence.

Optica Ventures (COO)

The interface is simple and easy-to-use for our team; more importantly, it is just as easy for our customers.

  • They reduced turnaround time on approvals.
  • By standardizing SMRs and using a signed digital workflow, the team removed manual steps, decreased signature cycles, and improved client visibility into milestones and billing reconciliation.

Xerox (Director of NetSuite Operations)

airSlate SignNow provides us with the flexibility needed to get the right signatures on the right documents, in the right formats.

  • Integration was important.
  • Integrating SMR templates with NetSuite allowed automatic attachment to invoices, improved internal controls, and reduced duplicate data entry during financial closes.

Frequently Asked Questions About Executing a Business Services SMR

Answers cover common issues such as signature validity, notarization, retention, and how to correct completed SMRs without creating legal gaps.


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