Customer Support Help Request

Customer Support Help Request and Service Agreement

This Customer Support Help Request and Service Agreement (the Agreement) is made as of between Client Name: and Service Provider Name: .

WHEREAS, Client operates business operations that require technical and customer support services and desires to obtain support services as described in this Agreement; and

WHEREAS, Service Provider represents that it has the expertise, personnel, and resources to provide such support services and accepts requests from Client under the terms and conditions set forth herein; and

WHEREAS, the parties intend this document to record the specific help request and to establish payment, confidentiality, term, and dispute resolution provisions applicable to the requested support.

Support Request Details

Low Medium High Critical

Log Collection Consent: I authorize collection of diagnostic logs and temporary access for troubleshooting under the terms of this Agreement.

WHEREAS — Scope of Work

Service Provider shall perform the support services necessary to investigate, troubleshoot, and resolve the issue described above and to provide reasonable follow-up documentation and recommendations. The detailed deliverables and limits of work shall be described below.

Payment Terms

Fees due to Service Provider for the services described herein shall be as follows. Client agrees to pay the fees in accordance with these terms.

All fees are exclusive of applicable taxes. Client is responsible for all sales, use, value added, and similar taxes assessed in connection with payments hereunder unless Client provides a valid exemption certificate. Billing disputes must be submitted in writing within fifteen (15) days of invoice receipt.

Term and Termination

This Agreement shall commence on Start Date: and shall continue until End Date: unless earlier terminated in accordance with this section.

Either party may terminate for convenience upon written notice to the other delivered not less than days prior to the effective termination date. Either party may terminate immediately for material breach if such breach is not cured within thirty (30) days after written notice. Obligations that by their nature survive termination shall survive.

Confidentiality

Each party acknowledges that during performance it may receive Confidential Information of the other party. "Confidential Information" means non-public information disclosed orally, visually, or in writing that is designated as confidential or that a reasonable person would understand to be confidential. Recipient shall: (a) use Confidential Information solely to perform its obligations or exercise its rights under this Agreement; (b) restrict disclosure to employees, contractors, or agents who need to know and are bound by confidentiality obligations; and (c) protect Confidential Information with at least the same degree of care it uses to protect its own confidential information, but in no event less than reasonable care. Confidential Information does not include information that: (i) is or becomes generally available to the public through no wrongful act of Recipient; (ii) was known to Recipient prior to disclosure; (iii) is rightfully received from a third party without restriction; or (iv) is independently developed by Recipient. Remedies for breach include injunctive relief and damages.

Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the state or jurisdiction of , without regard to conflict of law principles. The parties submit to the exclusive jurisdiction of the federal and state courts located in that jurisdiction for any dispute arising under or relating to this Agreement.

Entire Agreement

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

Miscellaneous Provisions

Neither party shall be liable for delay or failure to perform to the extent caused by events beyond its reasonable control. The invalidity or unenforceability of any provision shall not affect the remainder of this Agreement. Notices shall be in writing and delivered to the contact information provided above.

Sign Now