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Technical Support Agreement
Free technical support agreement template for a vendor providing ongoing IT or product support services to a client.
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This free technical support agreement covers 1. Support Services, 2. Support Tiers and Response Times, 3. Fee, 4. Client's Responsibilities, 5. Exclusions with 14 clearly marked [placeholder] fields to fill in — built for founders, freelancers, and small business owners formalizing a business decision or agreement without paying a lawyer to draft it from scratch. Copy it into your own word processor, fill in the placeholders, and review it — or adapt it — before use. It's part of docstoc's free document template library, alongside business, legal, real estate, finance, and HR templates. Every template here is free to copy with no signup required, and each one carries a plain disclaimer: this is a starting point for informational purposes, not a substitute for advice from a licensed professional in your jurisdiction.
Technical Support Agreement
Provider: [Company Name] · Client: [Company Name] · Effective Date: [Date]
1. Support Services
Provider will provide technical support for [Product/System], including: [troubleshooting, bug fixes, configuration assistance], during [Support Hours, e.g. "9am-6pm ET, Monday-Friday"].
2. Support Tiers and Response Times
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | [System down] | [Time] | [Time] |
| High | [Major function impaired] | [Time] | [Time] |
| Medium | [Minor issue, workaround exists] | [Time] | [Time] |
| Low | [Cosmetic/question] | [Time] | [Time] |
3. Fee
[Included in existing license fee / Annual support fee of [Amount] / Per-incident rate of [Amount]].
4. Client's Responsibilities
Client will provide reasonable access to systems, logs, and personnel needed to diagnose reported issues, and will keep the supported product on a version currently eligible for support.
5. Exclusions
Support does not cover: [issues caused by unauthorized modifications, third-party integrations not certified by Provider, or use outside documented specifications].
6. Escalation
Unresolved issues past the resolution target may be escalated to [Escalation contact/process].
7. Term and Termination
This Agreement runs [Term, e.g. annually, auto-renewing] and either party may terminate with [Notice Period] notice.
Provider: ______________________ Date: ____________ Client: ______________________ Date: ____________
*Defining response time AND resolution target separately (Section 2) matters — a vendor that "responds" within an hour but takes weeks to actually resolve a critical issue isn't providing meaningful support, even if it technically meets a response-time-only SLA.*
Edit directly in the box above. Download PDF anytime — the docstoc.io footer is always included and cannot be removed.
What's included
- Edit online — click the document, fill in placeholders, download a PDF
- 7 standard sections: 1. Support Services, 2. Support Tiers and Response Times, 3. Fee, 4. Client's Responsibilities, 5. Exclusions, 6. Escalation, …
- 14 clearly marked [placeholder] fields for quick personalizing
- Free to use — no account or signup required
- Fully editable — adjust any clause to match your actual situation
- Includes a signature block, ready to print or sign digitally
- Fixed docstoc.io footer on every PDF (not removable)
Who this template is for
Freelancers & solo founders
Handling routine business paperwork without commissioning custom legal drafting for every document.
Small businesses
Standardizing recurring documents — leases, agreements, notices — across a growing operation.
Anyone reviewing before signing
Using a clear starting structure to understand what a document should cover, even if a lawyer finalizes it.
Early-stage businesses
Getting the basics documented before things get more complex.
FAQ
Is this technical support agreement template really free?
Yes, completely free — view, edit, and download this technical support agreement as a PDF without creating an account.
What does this technical support agreement cover?
This business template includes 1. Support Services, 2. Support Tiers and Response Times, 3. Fee, 4. Client's Responsibilities. Fill in the [bracketed] placeholders, edit any clause online, then download a PDF — the docstoc.io footer stays on every export.
Is this legal advice?
No. Templates like this cover the common ground most businesses need, but they can't anticipate your specific deal terms, jurisdiction, or industry rules. Treat it as a first draft to build from, and get a business attorney's eyes on it before signing anything that matters.
Can I edit the wording?
Yes. All 14 placeholder fields and every clause are editable right on the page — change what doesn't fit, then download an updated PDF anytime.
Where can I find more free templates like this?
Browse more free business and related document templates in the docstoc library at /document-templates/.
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