Technical Support Network Troubleshooting

TECHNICAL SUPPORT NETWORK TROUBLESHOOTING AGREEMENT

Parties

This Agreement is entered into between Client Name: , and Service Provider Name: . Collectively referred to as the Parties.

Recitals

WHEREAS, Client operates one or more information technology systems and networks requiring technical support, maintenance, and troubleshooting; and

WHEREAS, Service Provider represents that it has the expertise, personnel, and resources to provide network troubleshooting and technical support services in accordance with the terms set forth in this Agreement; and

WHEREAS, the Parties desire to establish the scope, pricing, service levels, confidentiality obligations, and other contractual terms governing the provision of such services.

Scope of Work

Service Provider shall provide network troubleshooting and technical support services as described below. The parties acknowledge that the description below sets out the initial agreed scope; Service Provider shall perform services consistent with professional industry standards.

Service Components and Options

Select the services to be provided under this Agreement:

Response and Escalation

Service Provider will acknowledge receipt of Client trouble tickets within hours and provide a target response time of hours for initial troubleshooting. Escalation to senior engineers will occur if a resolution is not reached within hours.

Payment Terms

Client agrees to pay Service Provider the fees described below in consideration for the services.

Payment schedule: invoices will be issued . Payment is due within days of invoice.

Late fee: unpaid amounts shall incur a late fee of per month or the maximum permitted by law, plus collection costs.

Client will reimburse reasonable pre-approved expenses (travel, parts) with receipts. Estimated material costs must be approved by Client in writing prior to purchase.

Term and Termination

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

Either Party may terminate this Agreement for convenience upon written notice to the other Party delivered at least days prior to the effective termination date. Either Party may terminate immediately for material breach if the breach remains uncured for days after written notice.

Upon termination, Service Provider will deliver all work-in-progress and invoice for services performed through the effective date. Client shall pay all undisputed amounts within the payment terms set forth above.

Confidentiality

Each Party shall treat as Confidential Information all non-public information disclosed by the other Party that is designated confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Confidential Information includes network configurations, credentials, security logs, and diagnostic reports.

The receiving Party shall not use Confidential Information for any purpose other than performing duties under this Agreement, shall restrict disclosure to employees and subcontractors on a need-to-know basis, and shall implement reasonable safeguards to protect it. Confidential obligations survive termination for a period of three (3) years, or longer to the extent required by applicable law.

Limitation of Liability; Indemnification

Except for liability arising from gross negligence, willful misconduct, or breach of confidentiality, neither Party shall be liable to the other for special, incidental, indirect, or consequential damages, including loss of business, revenue or data, even if advised of the possibility of such damages. Service Provider's aggregate liability shall not exceed the fees paid by Client to Service Provider under this Agreement in the twelve (12) months preceding the claim.

Client agrees to indemnify, defend, and hold harmless Service Provider from third-party claims arising from Client's negligence, misuse of systems, or failure to provide accurate information necessary for troubleshooting. Service Provider agrees to indemnify Client for claims resulting from Service Provider's gross negligence or willful misconduct.

Access and Client Responsibilities

Client shall provide Service Provider with reasonable access to systems, facilities, credentials (limited and auditable), and personnel necessary to perform the services. Client is responsible for maintaining current backups; Service Provider is not responsible for data loss if no recent backup exists.

Governing Law

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

Entire Agreement

This Agreement, including any attached statements of work and change orders signed by both Parties, constitutes the entire agreement between Client and Service Provider with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, representations, and understandings. Any amendment must be in writing and signed by authorized representatives of both Parties.

Change Orders

Changes to the Scope of Work, schedule, or pricing shall be made by written change order signed by authorized representatives of both Parties. Service Provider shall not be obligated to perform changed work without a signed change order.

Acceptance

Deliverables are accepted when Client confirms in writing that the stated issues have been resolved or when Client uses the deliverable in production for a period of 10 business days without material objection. Acceptance shall not relieve Service Provider of its warranty or confidentiality obligations.

Sign Now