Support Request Master Ticket

SUPPORT REQUEST MASTER TICKET

THIS SUPPORT REQUEST MASTER TICKET (the Agreement) is entered into by the parties identified below as of the Effective Date. WHEREAS, Client Name: requires technical support, maintenance and related services; and

WHEREAS, Service Provider Name: represents that it has the personnel, experience, and resources to provide such services under the terms set forth herein; and

WHEREAS, the parties intend this document to serve as a master ticket and contractual statement describing individual support requests, priority, scope, acceptance criteria and payment terms for services provided in connection with each ticket.

Ticket Details

Ticket ID:    Date Created:    Reported By:

Critical High Medium Low     Escalation Required:

Scope of Work

Describe the requested support, services, deliverables and acceptance criteria. The Service Provider shall perform the work described below in a professional manner consistent with industry standards.

Problem Details / Reproduction

Service Levels and Response

Initial Response Time (by priority): Critical ; High ; Medium ; Low

Target Resolution Time (if applicable): . Client acknowledges that target resolution times are estimates and may be affected by third-party systems and client dependencies.

Payment Terms

Late Fee: on past due balances. All payments shall be made in lawful currency of the invoiced jurisdiction.

Term and Termination

Effective Date: . Termination Date or Term Length: .

Either party may terminate this ticket for convenience upon days' prior written notice. Termination for material breach is permitted if the breaching party fails to cure within days after receipt of written notice. Upon termination, Service Provider shall be paid for all work performed and documented through the effective termination date.

Confidentiality

Each party shall protect Confidential Information of the other with at least the same degree of care it uses to protect its own confidential information, but not less than a reasonable degree of care. Confidential Information excludes information that is (a) public through no breach by recipient, (b) rightfully received from a third party without obligation of confidentiality, or (c) independently developed without use of the disclosing party's Confidential Information. Recipient may disclose Confidential Information to its employees and contractors who have a need to know and who are bound by confidentiality obligations at least as protective as those set forth herein.

Limitation of Liability and Remedies

Except for breaches of confidentiality and willful misconduct, each party's aggregate liability arising from or relating to this Agreement shall be limited to direct damages not to exceed the total amount paid or payable under this ticket in the twelve (12) months preceding the claim. Neither party shall be liable for indirect, incidental, consequential, punitive or special damages.

Change Control

Any material change to the scope of work, timelines or fees shall be documented in a written change order signed by authorized representatives of both parties prior to commencement of the changed work.

Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the state of , without regard to its conflicts of law principles.

Entire Agreement

This ticket, together with any accepted change orders and attachments signed by both parties, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, proposals, and communications, whether written or oral.

Contacts

Acceptance and Certifications

By signing below, each party certifies that it has the authority to enter into this Agreement, that the information contained in this ticket is accurate to the best of its knowledge, and that it will comply with the obligations set forth herein.

Sign Now