Customer Service Enhancement Form

CUSTOMER SERVICE ENHANCEMENT FORM

Parties

Client Name:

Client Address:

Service Provider Name:

Service Provider Address:

Recitals

WHEREAS, Client operates customer-facing support channels and seeks to improve response quality, resolution times and overall customer satisfaction;

WHEREAS, Service Provider possesses professional expertise in customer service process design, training and performance measurement and is willing to provide enhancement services to Client on the terms set forth herein;

NOW, THEREFORE, in consideration of the mutual promises contained in this form and other good and valuable consideration, the receipt and sufficiency of which are acknowledged, the parties agree as follows:

Scope of Work

The Service Provider will perform the services described below. Deliverables, acceptance criteria and review cycles will be as stated. Any changes to scope will be documented and subject to the Change Control provisions.

Payment Terms

Client agrees to pay Service Provider for the services rendered under this Agreement as follows.

Term and Termination

This Agreement commences on the Start Date and, unless earlier terminated in accordance with this section, continues until the End Date.

Start Date:    End Date:

Either party may terminate for cause if the other party materially breaches this Agreement and fails to cure such breach within the notice period set forth above. Termination does not relieve Client of payment obligations for services performed prior to termination.

Confidentiality

Each party acknowledges that it may receive confidential information of the other party. Confidential Information includes nonpublic business information, customer data, performance metrics and proprietary processes. Each party will: (a) use Confidential Information solely to perform its obligations under this Agreement; (b) restrict disclosure to employees and subcontractors with a need to know; and (c) apply reasonable physical, technical and administrative safeguards to protect it. Confidential Information does not include information that is or becomes publicly known through no breach by the receiving party, is independently developed, or is received from a third party without restriction.

Check if nondisclosure obligations are mutual:

Reporting, Reviews and Acceptance

Service Provider will deliver reports and conduct performance reviews at the frequency below. Client will have a review period to accept deliverables or provide written notice of deficiencies.

Representations and Warranties

Each party represents that it has the power and authority to enter into this Agreement. Service Provider warrants that services will be performed in a professional and workmanlike manner consistent with industry standards. EXCEPT AS EXPRESSLY PROVIDED, ALL OTHER WARRANTIES ARE DISCLAIMED.

Limitation of Liability

Except for liability arising from willful misconduct or gross negligence, neither party will be liable for consequential, incidental or special damages. The aggregate liability of either party for claims arising out of this Agreement will not exceed the total fees paid to Service Provider under this Agreement during the three months preceding the claim.

Governing Law; Dispute Resolution

This Agreement will be governed by and construed in accordance with the laws of the state identified below without regard to its conflicts of law principles. The parties will seek to resolve disputes in good faith prior to initiating litigation.

Entire Agreement

This document, together with any attachments and executed change orders, constitutes the entire agreement between the parties concerning the subject matter and supersedes all prior agreements and understandings, whether written or oral. No amendment will be effective unless in writing and signed by both parties.

Notices

Notices required under this Agreement must be in writing and delivered to the contact information below by hand, certified mail, or nationally recognized courier. Notice is effective upon receipt.

Change Control

Changes to scope, price or schedule will be made only by written change order signed by authorized representatives of both parties, and any additional fees or schedule impacts must be stated therein.

Miscellaneous

This Agreement may be executed in counterparts, each of which will be deemed an original and all of which together will constitute one instrument. Electronic signatures or scanned copies of signatures will be binding.

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