Issue Tracking Template

ISSUE TRACKING TEMPLATE

Parties and Effective Date

Effective Date:

Recitals

WHEREAS, Service Provider is in the business of providing issue tracking, ticket management, incident logging, and related support services; and

WHEREAS, Client desires to engage Service Provider to maintain and operate an issue tracking process in connection with Client systems and deliverables pursuant to the terms set forth in this Agreement; and

NOW, THEREFORE, in consideration of the mutual promises contained herein, the parties agree as follows.

Scope of Work

Service Provider will receive, record, manage, prioritize, and track issues reported by Client or discovered by Service Provider. The services include initial intake, assignment, status updates, escalation handling, resolution documentation, and closure verification in accordance with the procedures defined below and any mutually agreed service levels.

Issue Tracking Template (Log Fields)

Use the following fields to record and monitor issues. Each reported item shall contain the minimum information required for triage and assignment. Fields may not be left blank where indicated as required by internal policy.

Payment Terms

Client shall pay Service Provider for services rendered under this Agreement in accordance with the following terms. Fees are exclusive of applicable taxes unless otherwise stated.

Late payments shall accrue interest at the rate of % per month (or the maximum rate permitted by law), compounded monthly, until paid in full. Client is responsible for all collection costs and attorneys' fees incurred by Service Provider in enforcing payment obligations.

Term and Termination

This Agreement commences on the Effective Date and continues until the End Date unless earlier terminated as provided below. Either party may terminate this Agreement upon written notice to the other party in accordance with the notice period specified below.

Start Date:   End Date:

Either party may terminate immediately for material breach by the other party if the breaching party fails to cure within thirty (30) days after receipt of written notice describing the breach. Termination shall not relieve Client of the obligation to pay for services rendered and costs incurred prior to termination.

Confidentiality

Each party shall maintain in confidence all non-public business, technical, and other proprietary information disclosed by the other party 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"). Confidential Information shall not include information that is (a) already known by the receiving party without obligation of confidentiality, (b) publicly available through no wrongful act of the receiving party, (c) rightfully received from a third party without breach of an obligation of confidentiality, or (d) independently developed by the receiving party.

Receiving party shall use Confidential Information solely for the performance of its obligations under this Agreement and shall restrict disclosure to employees and contractors with a need to know and who are bound by confidentiality obligations no less protective than those herein. Upon termination or written request, receiving party shall return or destroy Confidential Information, except to the extent retention is required by law or bona fide backup procedures.

Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the jurisdiction identified by the parties. The parties agree that any dispute arising out of or relating to this Agreement shall be resolved in the courts of the agreed jurisdiction unless the parties mutually agree to arbitration in writing.

Entire Agreement

This Agreement, including the Issue Tracking Template and any written attachments executed by the parties, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, understandings, negotiations and discussions, whether oral or written. No amendment to this Agreement shall be effective unless in writing and signed by authorized representatives of both parties.

Acknowledgment

By signing below, each party acknowledges that it has read, understands, and agrees to be bound by the terms and conditions of this Agreement and that the person signing has the authority to bind the party.

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