Is an electronic signature legally valid?

Yes. Under the ESIGN Act (15 U.S.C. §7001) and UETA (adopted by 49 states), electronic signatures are legally binding if intent, consent, attribution, and retention criteria are met.

When is notarization required?

Notarization is rarely required for commercial support agreements but may be needed if a state or party requests it; check the governing state law and the document's execution clause.

How should I store signed copies?

Retain the signed PDF plus its audit trail in encrypted storage. For tax or regulatory records, follow IRS, HIPAA, or SEC retention rules as applicable.

What if a signer lacks authority?

If an unsigned party challenges authority, the agreement may be unenforceable; use named authorized signatories and attach proof of delegation when necessary.

Can healthcare agreements include PHI?

Yes, but include a Business Associate Agreement and ensure HIPAA compliance; maintain records for six years per 45 CFR §164.530(j).

How do I fix a completed agreement with a typo?

Execute a written amendment or addendum signed by both parties documenting the correction; avoid handwritten corrections that lack proper authorization.

Electronic Signature
Templates
Miscellaneous
Post-Implementation Support Agreement

Post-Implementation Support Agreement

This template is fully customizable. Edit the text, fill out the fields, and send it for signature. Give it a try!

POST-IMPLEMENTATION SUPPORT AGREEMENT

This Post-Implementation Support Agreement (the Agreement) is entered into by and between:

Provider Name:

Provider Address

Client Name:

Client Address

RECITALS

WHEREAS, Provider has completed implementation of the solutions described in the related implementation agreement executed by the parties on ; and

WHEREAS, Client requires ongoing support, maintenance, and reasonable enhancements for the implemented solution to ensure continued operation and performance; and

WHEREAS, Provider is willing to provide such post-implementation support on the terms and conditions set forth in this Agreement.

SCOPE OF WORK

Provider shall deliver post-implementation support services as specified below. Services shall include corrective maintenance, minor configuration adjustments, troubleshooting, advisory support, and assistance with defect resolution as set forth in the Support Activities description.

Support Activities (describe in detail) Deliverables and Exclusions

PAYMENT TERMS

Client shall pay Provider the fees and expenses for Support Services in accordance with the schedule below. All fees are exclusive of taxes which will be charged in addition where applicable.

Total Annual Support Fee Payment Schedule Late Payment Fee

All invoices are due and payable within days of invoice date. Client shall pay undisputed portions of invoices when due. Disputed items must be notified in writing within days, and parties shall negotiate in good faith to resolve disputes.

SERVICE LEVELS AND RESPONSE TIMES

Provider will use commercially reasonable efforts to meet the response and resolution targets set forth below for incidents reported by Client.

Support Hours Response Targets

TERM AND TERMINATION

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

Start Date: End Date:

Either party may terminate this Agreement for convenience upon providing the other party with written notice at least days prior to the effective termination date. Either party may terminate for material breach if the breaching party fails to cure such breach within days after receipt of written notice specifying the breach.

CONFIDENTIALITY

Each party (Recipient) shall keep confidential all non-public information disclosed by the other party (Discloser) and shall not use or disclose such Confidential Information except as necessary to perform its obligations under this Agreement. Confidential Information excludes information that: (a) is or becomes publicly available without breach; (b) is rightfully received from a third party without restriction; (c) is independently developed by Recipient without use of Discloser’s Confidential Information; or (d) is required to be disclosed by law, provided Recipient gives prompt notice to Discloser and cooperates to seek protective measures.

All Confidential Information shall be returned or destroyed upon termination or expiration of this Agreement, except that each party may retain one archival copy for recordkeeping subject to confidentiality obligations.

LIMITATION OF LIABILITY

EXCEPT FOR LIABILITY ARISING FROM A BREACH OF CONFIDENTIALITY OR A PARTY’S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES. AGGREGATE LIABILITY SHALL BE LIMITED TO DIRECT DAMAGES NOT TO EXCEED THE AMOUNTS PAID OR PAYABLE BY CLIENT TO PROVIDER UNDER THIS AGREEMENT IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

CHANGE REQUESTS

Material changes to scope shall be effected only by written Change Order signed by authorized representatives of both parties. Change Orders shall specify any adjustments to fees, schedule, and acceptance criteria.

NOTICES

All notices required or permitted under this Agreement shall be in writing and delivered to the addresses set forth above or to such other address as a party designates by notice. Notices are effective upon personal delivery, confirmed email transmission, or three (3) days after deposit with nationally recognized overnight courier.

GOVERNING LAW; ENTIRE AGREEMENT

This Agreement shall be governed by and construed in accordance with the laws of the State of without regard to conflict of law principles. The parties submit to the exclusive jurisdiction of the courts in that state for disputes under this Agreement.

This Agreement (including any exhibits and executed Change Orders) constitutes the entire agreement between the parties with respect to the subject matter and supersedes all prior proposals, negotiations, and agreements, whether written or oral.

MISCELLANEOUS

Neither party may assign this Agreement without the prior written consent of the other, except to a successor in interest by merger or sale of substantially all assets. If any provision is found unenforceable, the remainder shall remain in full force and effect. The parties are independent contractors and nothing in this Agreement creates a partnership, joint venture, or agency relationship.

POINTS OF CONTACT

Provider Support Contact Name Provider Contact Phone / Email Client Support Contact Name Client Contact Phone / Email

Provider

Party Label:

By:

Date:

Client

Party Label:

By:

Date:

What a Post-Implementation Support Agreement Is

A Post-Implementation Support Agreement documents the support, maintenance, and service-level commitments that a vendor will provide after a project goes live. It defines scope, response and resolution times, escalation paths, reporting metrics, change request handling, exclusions, fees for out-of-scope work, and termination rights. The agreement clarifies responsibilities for system updates, backups, monitoring, and incident response so both parties share expectations about ongoing operational support. Well-drafted agreements reduce ambiguity about who performs which activities, how issues are prioritized, and how cost and liability are allocated for future work.

Why a Clear Support Agreement Matters

A written Post-Implementation Support Agreement minimizes disputes, sets measurable service levels, and preserves predictable cost and operational continuity for both client and vendor.

Core Elements to Include in the Agreement

These six components form the backbone of a professional Post-Implementation Support Agreement and support enforceability and operational clarity.

Scope

Precisely describe covered systems, modules, and activities; exclude modules or third-party systems to prevent scope creep and billing disputes.

Service Levels

Define response and resolution targets by priority (e.g., P1 1 hour response, P2 4 hours) plus measurement methodology and reporting cadence for SLA compliance.

Escalation

List escalation contacts, expected response times at each tier, and business hours versus after-hours procedures and on-call rotation details.

Fees & Billing

Specify recurring support fees, hourly rates for out-of-scope work, invoicing intervals, and acceptable payment terms to avoid billing disputes.

Exclusions

State excluded services (third-party upgrades, client hardware, data recovery beyond backups) and responsibility for third-party vendor coordination.

Reporting

Set regular reporting requirements: incident logs, SLA performance, scheduled maintenance windows, and change request summaries with delivery dates.

Step-by-Step: Completing the Agreement

Fill the agreement in order to avoid missing interdependent fields and to keep obligations consistent across sections.

01

Gather Documents: Collect SOW, change logs, and system inventory first.
02

Define Scope: Clearly enumerate systems and services to be supported.
03

Set SLAs: Choose priority definitions and measurable targets.
04

Sign and Retain: Execute signatures and store final PDF with audit trail.

How to Configure a Digital Support Workflow

Map the digital workflow so approvals and notifications happen automatically and the signed agreement is retained with its audit trail.

Field	Configuration
Signature Provider	signNow
Signer Order	Sequential vendor → client legal
Authentication	Email + SMS code where available
Archive Location	Encrypted cloud storage with retention policy

Where and How to Send the Final Agreement

Determine a single filing and distribution path to ensure every party receives the signed agreement and the audit record.

Primary Recipient: Client legal department email and cloud archive.
Vendor Records: Vendor contract repository and backup.
Third Parties: Deliver copies to subcontractors if required.
Audit Trail: Store executable audit certificate with the document.

Digital Signing and Submission Considerations

Confirm platform capabilities and authentication options before issuing the document for signature.

File Formats: PDF, DOCX, and editable templates supported.
Authentication: Email, SMS, KBA, or advanced signer authentication.
Integrations: CRM, ERP, cloud storage integrations available.

Typical Parties That Use This Agreement

Each party should ensure the signer is authorized and that operational contact information is current to avoid delays.

Implementation vendors and managed service providers that own ongoing technical support and escalation.
Client IT/operations teams that need defined response windows and change coordination processes.
Procurement or legal teams that require contractual clarity on fees, termination, and liability.

Who Signs and What Authority They Need

Vendor Authorized Signatory

An officer or delegated contract manager with written authority to bind the vendor. This signer accepts ongoing obligations and fee schedules on behalf of the vendor and must be listed exactly in the signing block.

Client Contracting Officer

A corporate officer, procurement manager, or in-house counsel authorized to accept support terms for the client. This person confirms acceptance of SLAs, fees, and termination clauses.

Security and Compliance Elements to Note

Encryption: TLS 1.2/1.3 in transit; AES-256 at rest

Certifications: SOC 2 Type II; ISO 27001

HIPAA: BAA available where PHI involved

eSign Laws: ESIGN and UETA compliant

Audit Trail: Timestamps, IP, and action log

Accessibility: WCAG 2.0 Level AA support

Common Preparation Mistakes to Avoid

Ambiguous scope language that omits environments, causing disputes about whether a patch or module is covered.
Missing or incorrect signer authority where the person signing lacks corporate power to bind the party.
Unspecified escalation paths or contacts, which delay critical issue resolution and frustrate SLA calculations.
Failure to align billing terms with SOW changes, leading to retroactive disputes about out-of-scope charges.

Risks and Contractual Consequences of Errors

Contract Liability: Breach exposure and damages

Service Disruption: Operational outages and lost revenue

Regulatory Fines: HIPAA penalties for PHI mishandling

Termination Risk: Early termination or cure notices

Reputational Harm: Customer trust erosion

Increased Costs: Higher emergency remediation rates

Timelines and Typical Deadlines to Track

Document the key timing obligations so both parties can monitor compliance and invoicing.

SLA Response Window:

Measured from incident report time to initial acknowledgement per SLA.

Monthly Reporting:

Performance and incident reports typically delivered within 10 business days.

Annual Review:

Contract and SLA review scheduled yearly to update scope and rates.

Change Request Turnaround:

Proposal and estimate due within agreed number of business days.

Termination Notice:

Notice periods often 30–90 days depending on termination clause.

Key Milestones in the Post-Live Support Lifecycle

Sequence the milestones so responsibilities, deliverables, and acceptance points are clear between parties.

01

Go-Live Acceptance

Formal acceptance signals SLA start and support transition.

02

Stabilization Period

Initial high-touch support window with accelerated response times.

03

Steady-State Support

Normal SLA targets apply and routine reporting begins.

04

Renewal Review

Assess scope, pricing, and performance before renewal.

eSignature Provider Comparison for Executing Support Agreements

A concise pricing and capability comparison; signNow is listed first per platform rules and all entries use publicly available plan data and feature indicators.

	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	Varies	Varies	Varies
Bulk Send	Yes	Yes	Yes	Yes	No
Audit Trail	Yes	Yes	Yes	Yes	Yes
HIPAA Compliant	Yes	Yes	Yes	No	No
Envelope Cap	No cap	100 envelopes/user/year	Varies	Varies	Varies

Frequently Asked Questions and Troubleshooting

Answers to common legal, technical, and operational questions about completing and e-signing a Post-Implementation Support Agreement.

Need help? Contact support

Is an electronic signature legally valid?
Yes. Under the ESIGN Act (15 U.S.C. §7001) and UETA (adopted by 49 states), electronic signatures are legally binding if intent, consent, attribution, and retention criteria are met.
When is notarization required?
Notarization is rarely required for commercial support agreements but may be needed if a state or party requests it; check the governing state law and the document's execution clause.
How should I store signed copies?
Retain the signed PDF plus its audit trail in encrypted storage. For tax or regulatory records, follow IRS, HIPAA, or SEC retention rules as applicable.
What if a signer lacks authority?
If an unsigned party challenges authority, the agreement may be unenforceable; use named authorized signatories and attach proof of delegation when necessary.
Can healthcare agreements include PHI?
Yes, but include a Business Associate Agreement and ensure HIPAA compliance; maintain records for six years per 45 CFR §164.530(j).
How do I fix a completed agreement with a typo?
Execute a written amendment or addendum signed by both parties documenting the correction; avoid handwritten corrections that lack proper authorization.

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