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Product Service Rider

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PRODUCT SERVICE RIDER

This Product Service Rider (the Rider) is made effective as of Effective Date: by and between Client Name: and Provider Name: .

RECITALS

WHEREAS, the parties have entered into a written agreement governing the provision of products and services dated Agreement Date: (the Agreement); and

WHEREAS, the parties desire to supplement and modify the Agreement as set forth in this Rider to define the specific product deliverables, service obligations, payment schedule, and other terms applicable to the Product and Services described below.

SCOPE OF WORK

Deliverables shall include the design, manufacture, testing and delivery of the products and provision of services described above in accordance with the specifications and acceptance criteria set forth in the Scope of Work. Provider shall perform services in a professional and workmanlike manner consistent with industry standards.

PAYMENT TERMS

Payments are due in accordance with the schedule above. Unpaid amounts shall accrue interest at the rate specified in the Late Payment Fee field and the non-paying party shall be responsible for reasonable collection costs and attorneys' fees. All fees are exclusive of applicable taxes; the Client is responsible for any sales, use, value added or similar taxes unless Provider is required to collect and remit such taxes.

TERM AND TERMINATION

This Rider commences on Start Date: and shall continue until End Date: unless earlier terminated in accordance with this Rider.

Either party may terminate this Rider for material breach by the other party if such breach is not cured within the notice period specified above. Termination does not relieve the Client of payment obligations for services performed and deliverables delivered through the effective date of termination.

CONFIDENTIALITY

Each party (the Recipient) shall hold in confidence and not disclose to any third party any Confidential Information of the other party (the Discloser). Confidential Information includes non-public business information, technical data, pricing, customer lists and any other information designated as confidential or that reasonably should be understood to be confidential. The Recipient shall 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.

Confidentiality Acknowledgement: By checking this box, the signing party acknowledges and agrees to be bound by the confidentiality obligations set forth herein.

GOVERNING LAW

This Rider shall be governed by and construed in accordance with the laws of the state specified above, without regard to its conflict of laws rules.

ENTIRE AGREEMENT

This Rider, together with the Agreement and any exhibits or attachments expressly incorporated herein, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, representations and understandings. Any modification to this Rider must be in writing and signed by authorized representatives of both parties.

MISCELLANEOUS

Assignment: Neither party may assign its rights or delegate its obligations under this Rider without the prior written consent of the other party, except to an affiliate or successor in connection with a merger or sale of substantially all assets.

Severability: If any provision of this Rider is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Client Printed Name:

By:

Date:

Provider Printed Name:

By:

Date:

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What a Product Service Rider is and when it attaches

A Product Service Rider is a contract addendum that defines product-specific services, support obligations, maintenance schedules, warranties, and pricing adjustments linked to a primary agreement. It clarifies roles, deliverables, service levels, response times, and escalation procedures for hardware, software, or combined product-service arrangements. Riders often specify exclusions, spare-parts provisioning, software updates, and measurement metrics used to evaluate compliance. They are used to align operational expectations, limit liability, and set payment triggers tied to milestones or service tiers. When properly executed, a rider becomes an enforceable part of the main contract.

Why include a Product Service Rider in your contract

A Product Service Rider reduces ambiguity about product support and service obligations, protects both parties with clear performance metrics and remedies, and helps ensure compliance with industry or regulatory requirements while enabling predictable budgeting for ongoing maintenance or upgrades.

Why include a Product Service Rider in your contract

Which teams typically prepare and approve a Product Service Rider

Typical users who complete a Product Service Rider include contract administrators, procurement teams, and account managers responsible for service delivery.

  • Procurement managers negotiating vendor maintenance, spare parts, and service-level agreements.
  • Service delivery leads defining response times, escalation procedures, and performance metrics.
  • Legal or contracts teams reviewing liability limits, warranty language, and termination triggers.

Organizations across healthcare, manufacturing, technology, and construction use riders to ensure operational clarity and manage ongoing product-related obligations.

Core sections to include in a professional Product Service Rider

Core sections of a Product Service Rider describe scope, service levels, pricing, exclusions, change control, and renewal mechanics to integrate with the main agreement.

Scope of Services

Define products covered, included services, delivery schedules, installation responsibilities, and any limits on quantities or locations. Clear scope prevents disputes about whether support applies to specific product models or configurations.

Service Levels

Specify response and resolution times, priority tiers, uptime targets, measurement methods, reporting cadence, and remedies such as credits or termination rights for sustained underperformance.

Pricing and Fees

List recurring fees, unit pricing, pass-through costs, billing cycles, escalation formulas for inflation or exchange rates, and conditions for price adjustments during renewals.

Exclusions

State what is excluded from coverage such as user-caused damage, third-party software, consumables, and conditions that void warranties or require separate statements of work.

Change Control

Define procedures for scope changes, approval authorities, impact assessments, pricing updates, and documentation required to make modifications executable and enforceable.

Termination & Renewal

Outline termination rights, notice periods, post-termination support obligations, automatic renewal terms, and transition assistance, including data return or secure disposal processes.

Security and compliance items to confirm for the rider

Encryption: TLS 1.2/1.3 in transit; AES-256 at rest
Audit Trail: Tamper-evident log of signature events
HIPAA: Supports BAA for protected health information
21 CFR Part 11: Compliant features for FDA-regulated records
Authentication: Multi-factor and SMS/email verification options
Certifications: SOC 2 Type II, ISO 27001, PCI DSS

Step-by-step process to prepare and finalize a Product Service Rider

Follow this stepwise process to prepare, review, and execute a Product Service Rider with clear approvals and recordkeeping.

  • 01
    Draft Rider: Populate scope, SLAs, pricing, and exclusions.
  • 02
    Internal Review: Legal, procurement, and operations confirm terms.
  • 03
    Signatory Approval: Obtain signatures from authorized representatives.
  • 04
    Distribute & Store: Share executed copies and archive per retention policy.

How to set up an online signing workflow for the rider

Configure an online workflow to collect signatures, automate routing, and preserve an audit trail for the Product Service Rider.

Field Configuration
Signature Type ESIGN/UETA-compliant; email, SMS, or PKI options
Authentication Use email link, SMS code, or two-factor
Routing Rules Sequential or parallel signer ordering
Storage Secure, encrypted archive with audit trail

Typical routing flow for an electronic Product Service Rider

Typical routing shows how to send, sign, notarize (if needed), and archive a Product Service Rider efficiently.

  • Upload Document: Attach final rider PDF or DOCX.
  • Place Fields: Add signature, date, and initial fields.
  • Send to Signers: Enter signer emails and routing order.
  • Archive: Save executed copy and audit log.

Platform capabilities to check before eSigning or notarizing

To eSign and submit a Product Service Rider reliably, ensure the platform supports required authentication, audit trails, and secure storage.

  • File Types: PDF, DOCX accepted with form fields.
  • Integrations: Connectors to Salesforce, NetSuite, Google Workspace.
  • Access Controls: Role-based permissions and SSO support.

Typical timelines and deadlines for the rider lifecycle

Key dates and typical deadlines for a Product Service Rider from negotiation through renewal and archival.

Negotiation Period:

Allow 7–30 days depending on complexity.

Internal Approval:

Expect 3–10 business days for legal review.

Signed Effective Date:

Party signatures set the effective commencement date.

Renewal Notice:

Provide 30–90 days notice before automatic renewal.

Record Retention Start:

Retention begins on effective date or final invoice.

Common mistakes when preparing a Product Service Rider

  • Using vague scope language such as 'as needed' without defined metrics leads to disputes and costly change orders during service delivery.
  • Failing to tie pricing adjustments to a clear formula can create billing disputes and unexpected charges at renewal.
  • Not specifying exclusions or warranty voiding conditions results in disagreements over responsibility for repairs or replacements.
  • Missing authority lines for who may sign or approve changes delays implementation and can render the rider unenforceable.

Key risks and consequences of an incorrect or incomplete rider

Breach Exposure: Damages from unmet SLAs
Billing Disputes: Late payments and collections
Warranty Loss: Repairs denied if exclusions applied
Operational Downtime: Lost revenue from delayed response
Regulatory Risk: Industry-specific noncompliance penalties
Enforceability: Invalid signatures risk contract challenges

eSignature pricing and feature comparison for Product Service Rider workflows

Compare common starting prices and features across providers to evaluate fit for Product Service Rider execution and high-volume signature workflows.

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

Practical examples of how riders are used in operations

These real-world examples show how Product Service Riders clarify responsibilities and speed resolution across industries.

Tim Martin — Martin Properties

Martin Properties used a Product Service Rider to document routine maintenance and remote support obligations for property management systems.

  • Reduced in-person meetings and delays.
  • I can process and execute all of these documents online with 100% compliance and built-in security. Whether on mobile or working offline, I can get forms back to their necessary parties efficiently.

Brian Fitzgibbons — Optica Ventures

Optica Ventures attached a rider to clarify vendor response times and spare parts provisions for leased equipment.

  • Improved customer experience and fewer disputes.
  • The interface is simple and easy-to-use for our team; more importantly, it is just as easy for our customers.

Who typically signs and approves the Product Service Rider

Brian Fitzgibbons, COO

As COO, Brian uses Product Service Riders to codify vendor support commitments and link payment milestones to successful maintenance events, reducing disputes and clarifying responsibility for updates and spare parts.

Tim Martin, Founder

As Founder, Tim relies on riders to ensure property-level systems receive scheduled maintenance and that mobile technicians meet defined response times, enabling quick remedial action and consistent tenant experience without on-site paperwork.

Frequently asked questions about Product Service Riders

Answers to common questions about preparing, signing, and storing a Product Service Rider, including eSignature, notarization, and retention concerns.


Need help? Contact support

Key milestones from drafting to archival for the rider

Key milestones for a Product Service Rider lifecycle from drafting through archival and audit readiness.

01

Draft & Internal Approval

Create draft, secure legal and ops approvals.

02

Execution

Signatures collected and effective date established.

03

Implementation

Deliver services per agreed schedule and SLAs.

04

Closeout & Archive

Complete final invoices, close support tickets, archive records.

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