Can the policy be signed electronically?

Yes. Electronic signatures are legally binding under the federal ESIGN Act (15 U.S.C. ch. 96) and UETA in most states when intent, consent, attribution, and retention are satisfied; include any required consumer disclosures for consumer-facing records.

Who must sign the policy to make it effective?

An authorized signatory designated by corporate governance should sign. The policy should identify signatory titles or a delegate list; mismatched names or unauthorized signatures can compromise enforceability.

When is notarization or witness needed?

Most standard client service policies do not require notarization, but specific attachments (powers of attorney, certain real estate documents) may. State rules and document type determine notarization or witness needs.

How do we update an existing policy?

Issue a new version with a revised effective date, record approvals, and notify affected parties. Maintain change logs and keep prior versions for the retention period required by law.

How long must we keep signed policies?

Follow retention rules applicable to the document and industry: IRS records three years (IRC §6501(a)) and HIPAA records six years (45 CFR §164.530(j)); retain the longest applicable period.

What if a client disputes service level performance?

Follow the documented escalation path, gather objective evidence (audit logs, timestamps), and apply remedies described in the policy; document resolutions to prevent repeat disputes.

Client Service Policy

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CLIENT SERVICE POLICY

Service Provider Name: Service Provider Address: Client Name: Client Address:

RECITALS

WHEREAS, Service Provider is engaged in the business of providing professional services as set forth in this policy and possesses the requisite experience, personnel and resources to perform such services; and

WHEREAS, Client desires to retain Service Provider to provide services on the terms and conditions set forth in this Client Service Policy and Service Provider is willing to provide such services; and

WHEREAS, the parties intend by this document to set forth service scope, standards, payment terms, confidentiality obligations and other material terms governing their relationship.

SCOPE OF WORK

Service Provider will provide the services described below in accordance with the standards and timelines set forth herein. Specific deliverables, milestones and acceptance criteria are to be detailed by the parties in the field below.

Detailed Scope of Work:

SERVICE LEVELS AND CLIENT RESPONSIBILITIES

Service Provider shall perform services in a professional manner consistent with industry standards. Response and resolution targets are as follows:

Initial response time for critical incidents: . Target resolution time for critical incidents: .

Client shall provide timely access to systems, information, facilities and personnel as reasonably required by Service Provider to perform the services. Failure to provide such access may result in schedule adjustments and additional charges.

Primary Client Contact for Escalation:

PAYMENT TERMS

Client agrees to compensate Service Provider as set forth below. All fees are due in accordance with the schedule described and payable in United States currency unless otherwise agreed in writing.

Total Fee or Rate: Payment Schedule / Milestones:

Late payments shall bear interest at on the overdue balance, or the maximum rate permitted by applicable law, whichever is less. Client is responsible for all reasonable collection costs, including attorney fees.

TERM AND TERMINATION

This Client Service Policy commences on the Start Date and continues until the End Date unless earlier terminated pursuant to this section.

Start Date: . End Date: .

Either party may terminate for convenience upon days' prior written notice to the other party. Either party may terminate immediately for material breach if the breaching party fails to cure such breach within thirty (30) days after receipt of written notice identifying the breach, provided that material breach of payment obligations may be cured within fourteen (14) days.

Upon termination, Client shall pay Service Provider for all services performed and reimbursable expenses incurred through the effective date of termination. Service Provider shall deliver any work-in-progress and reasonable documentation necessary for transition, subject to full payment and confidentiality obligations.

CONFIDENTIALITY

For purposes of this Policy, "Confidential Information" means non-public information disclosed by one party to the other that is designated as confidential or that reasonably should be understood to be confidential. Confidential Information shall not include information that is: (a) publicly known other than by breach of this Policy; (b) rightfully received from a third party without restriction; or (c) independently developed without use of the other party's Confidential Information.

Receiving party will (i) use Confidential Information solely to perform its obligations under this Policy, (ii) restrict disclosure to employees and contractors with a need to know, and (iii) maintain the confidentiality of such information with at least the same degree of care it uses to protect its own confidential information, but not less than a reasonable standard of care.

Confidentiality Duration (years):

DATA PROTECTION

Each party shall comply with applicable data protection laws with respect to personal data processed in connection with this Policy. Service Provider shall implement and maintain appropriate technical and organizational measures to protect such personal data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure or access.

DISPUTE RESOLUTION

The parties shall attempt in good faith to resolve any dispute arising out of or relating to this Policy through negotiation between senior executives. If the dispute is not resolved within days of escalation, the parties may pursue any remedy available at law or in equity as provided in this Policy.

GOVERNING LAW

This Policy shall be governed by and construed in accordance with the laws of the jurisdiction identified below, without regard to its conflicts of law principles.

Governing Law (State/Jurisdiction):

ENTIRE AGREEMENT; AMENDMENTS

This Client Service Policy, together with any attachments or statements of work executed by the parties, constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior and contemporaneous agreements, proposals, representations and communications, whether oral or written. No amendment or modification shall be effective unless reduced to writing and signed by authorized representatives of both parties.

MISCELLANEOUS PROVISIONS

If any provision of this Policy is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Neither party may assign this Policy without the prior written consent of the other except to an affiliate or successor in interest in connection with a merger or sale of substantially all assets.

Additional Terms or Notes:

Service Provider

Party Label:

By:

Date:

Client

Party Label:

By:

Date:

What the Client Service Policy Is and when it applies

A Client Service Policy is an internal agreement and operational blueprint that defines how an organization interacts with clients, the standards of service delivery, roles and responsibilities, escalation paths, and measurable service levels. It documents expectations for responsiveness, confidentiality, data handling, dispute resolution, and compliance with applicable U.S. laws and industry rules. Organizations use this policy to create consistent client experiences, reduce legal risk, and provide a reference for staff and clients when questions arise about scope, timelines, or remedies for service failures.

Why adopting a Client Service Policy matters

A clear Client Service Policy reduces misunderstandings, supports regulatory compliance, and creates measurable service standards that protect both parties. It helps limit liability, aligns expectations, and documents remedies and escalation procedures in case service commitments are not met.

Who prepares and relies on the Client Service Policy

The policy is typically prepared by legal, operations, and client success teams and approved by leadership before publication.

Customer Success and Account Management teams responsible for day-to-day client contacts and SLA monitoring.
Legal and Compliance teams who ensure regulatory requirements and consumer disclosures are met.
Executives and Operations leaders who approve service standards and resource commitments.

Once approved, the policy is distributed to client-facing staff and made available to clients upon request or as part of onboarding.

Step-by-step: completing and approving the Client Service Policy

Follow these sequential steps to draft, review, and publish the policy with appropriate approvals and distribution.

01

Draft: Assemble stakeholders and draft policy text.
02

Review: Legal and compliance review for regulatory issues.
03

Approve: Obtain executive sign-off and record approval date.
04

Publish: Distribute to staff and provide client access as required.

Configuring an online workflow for the Client Service Policy

Set digital routing and field behavior before sending the policy for signatures to ensure accurate capture and auditability.

Field	Configuration
Signature Field	Require name, signature, date; restrict to assigned signer
Conditional Clauses	Show clauses only when relevant options are selected
Authentication	Use email + SMS code or higher for sensitive agreements
Retention Rule	Enable secure storage and automatic retention policy

Where to send, file, and submit the Client Service Policy

Distribution depends on the audience: internal records, client copies, and regulatory filings follow distinct routes and storage locations.

Internal Records: Store final signed copy in secure records repository
Client Copy: Provide signed PDF to client email and account portal
Legal Archive: Keep a versioned copy with legal and compliance
Regulatory Filing: Submit any required disclosures to regulators per statute

Digital distribution and eSubmission options

Choose delivery channels that match client needs and regulatory constraints, including secure portals, email, or in-person signing.

Email Delivery: Fast; include audit trail and secure PDF
Client Portal: Central access with version control
In-Person or Notary: Use when statute or client requires physical presence

Ensure chosen platforms support required authentication, audit logs, and secure export formats (PDF/A or PDF) for long-term retention.

Typical timelines and processing expectations

Define measurable response and resolution windows in the policy so staff and clients share expectations for service delivery.

Acknowledgement SLA:

Acknowledge receipt within 2 business days

Initial Response:

Provide substantive reply within 5 business days

Resolution Target:

Resolve standard issues within 30 calendar days

Escalation Response:

Senior review within 3 business days of escalation

Policy Review Cycle:

Review and update policy annually or when laws change

Common mistakes to avoid when preparing the policy

Vague service levels that lack measurable metrics, creating disputes over whether obligations were met.
Failing to document who can sign: unsigned or improperly signed policies may be unenforceable.
Not aligning data-retention rules with HIPAA, IRS, or sector-specific retention requirements when handling records.
Omitting escalation paths and remedy descriptions, which creates inconsistent client handling and slower resolutions.

Penalties and legal risks of an incorrect or missing policy

Contract Disputes: Increased litigation risk

Regulatory Fines: Potential enforcement actions

Data Breach Exposure: Higher compliance liability

Tax Consequences: Incorrect records affect audits

Reputational Harm: Loss of client trust

Operational Disruption: Confused staff procedures

Required information and key policy fields

Policy Identifier: Unique title and version

Effective Date: MM/DD/YYYY format

Scope: Covered services and exclusions

Service Levels: Measurable metrics and windows

Signatory Authority: Name, title, and signature

Retention Rule: Storage location and period

Comparison of eSignature vendor pricing and key capabilities

Vendor pricing models and feature availability differ; signNow is listed first for direct comparison against commonly considered competitors.

	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	Varies by plan
Audit Trail	Yes	Yes	Yes	Yes	Yes
HIPAA Compliant	Yes	Yes	Yes	No	No
Envelope Cap	No cap	100 envelopes/user/year	Varies by plan	Varies by plan	Varies by plan

Representative examples of policy use in practice

These short case summaries show how organizations apply client service policies to improve consistency and compliance.

Optica Ventures (COO)

The company standardized a client service policy to reduce onboarding questions and variance in response times.

Policy improved internal handoffs across sales and support.
As COO Brian Fitzgibbons noted, the standardized approach simplified staff training and made service commitments transparent to customers, reducing disputes during the first 90 days of engagement.

Martin Properties (Founder)

A real estate operator used a policy to align leasing response times and documentation standards.

Policy clarified required disclosures and signature steps.
Tim Martin said the policy enabled consistent property turnovers and ensured that lease execution, notices, and maintenance requests followed the same documented process across locations.

Key milestones: drafting to published policy

Track milestones so stakeholders know when reviews, approvals, and publication occur; each stage has a clear owner and timeline.

01

Draft Completion

Draft prepared and circulated for review

02

Legal Review

Legal approves language and compliance checks

03

Executive Approval

Senior leadership signs off on final version

04

Publication

Policy published and distributed to staff and clients

Frequently asked questions about the Client Service Policy

Answers to common practical and legal questions about preparing, executing, and storing a Client Service Policy.

Need help? Contact support

Can the policy be signed electronically?
Yes. Electronic signatures are legally binding under the federal ESIGN Act (15 U.S.C. ch. 96) and UETA in most states when intent, consent, attribution, and retention are satisfied; include any required consumer disclosures for consumer-facing records.
Who must sign the policy to make it effective?
An authorized signatory designated by corporate governance should sign. The policy should identify signatory titles or a delegate list; mismatched names or unauthorized signatures can compromise enforceability.
When is notarization or witness needed?
Most standard client service policies do not require notarization, but specific attachments (powers of attorney, certain real estate documents) may. State rules and document type determine notarization or witness needs.
How do we update an existing policy?
Issue a new version with a revised effective date, record approvals, and notify affected parties. Maintain change logs and keep prior versions for the retention period required by law.
How long must we keep signed policies?
Follow retention rules applicable to the document and industry: IRS records three years (IRC §6501(a)) and HIPAA records six years (45 CFR §164.530(j)); retain the longest applicable period.
What if a client disputes service level performance?
Follow the documented escalation path, gather objective evidence (audit logs, timestamps), and apply remedies described in the policy; document resolutions to prevent repeat disputes.

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