技术支持合同范本及中英文合同模板

技术支持合同范本及中英文合同模板ThisSupportAgreement("Agreement")ismadeandenteredintoasof[Date],byandbetween:[ServiceProviderName],havingitsprincipalplaceofbusinessat[ServiceProviderAddress]("ServiceProvider"),and[CustomerName],havingitsprincipalplaceofbusinessat[CustomerAddress]("Customer").WHEREAS,ServiceProviderprovidesorwillprovidetoCustomertechnicalsupportservices("Services")relatedto[SpecifyProducts/Services,e.g.,"SoftwareProductXversionY"or"HardwareSystemsZ"],hereinafterreferredtoasthe"SupportedProducts";ANDWHEREAS,CustomerdesirestoobtainfromServiceProvidertheServicesrelatedtotheSupportedProducts;NOW,THEREFORE,inconsiderationofthemutualcovenantsandpromiseshereincontained,thepartiesagreeasfollows:1.ScopeofServicesServiceProvidershallprovidesupportservicestoCustomerregardingtheSupportedProducts.ThescopeoftheServicesincludes,butisnotlimitedto,assistancewithinstallation,configuration,usage,troubleshootingofbugs,providingtechnicalguidance,andaddressingissuesreportedbyCustomerthroughthedesignatedsupportchannels.TheServicesshallbeprovidedduringtheSupportHoursdefinedinSection4.2.SupportHoursThestandardSupportHoursfortheServicesarefrom[StartTime,e.g.,9:00AM]to[EndTime,e.g.,5:00PM](LocalTime)onbusinessdays,MondaythroughFriday,excluding[Listanyobservedholidays,e.g.,federalholidaysintheUnitedStates].SupportoutsidethesehoursmaybeavailableunderthePremiumSupportTier,asdescribedinSection3,orasotherwiseagreedinwritingbetweentheparties.3.SupportTiers(Optional,ifapplicable)ServiceProvidermayofferdifferentsupporttiers.Thecurrentapplicabletieris[SpecifyTier,e.g.,"StandardTier"].Underthe[ApplicableTier]Tier,ServiceProvidershallrespondtosupportrequestsvia[SpecifyChannel,e.g.,emailorphone]within[Number,e.g.,24]hoursofreceiptandshallmakeareasonableefforttoresolvethereportedissuewithin[Number,e.g.,48]hours.DetailedmetricsandSLAsforthe[ApplicableTier]Tierareoutlinedinthe[Reference,e.g.,"SupportLevelAgreement(SLA)Document"]attachedheretoandincorporatedbyreference.4.MethodofRequestingSupportCustomershallrequestsupportthroughthefollowingchannels:[Listchannels,e.g.,adedicatedsupportportalat/support,support@,oradesignatedphonenumber:+1XXXXXXXXXX].Requestsmadeoutsidethedesignatedchannelsmaynotbeacknowledgedoraddressedinatimelymanner.5.ExclusionsfromSupportServiceProvider'sliabilityunderthisAgreementisexcludedwithrespectto:(a)SupportforanyproductsorservicesnotexpresslycoveredasSupportedProductsunderthisAgreement;(b)DamagetoorlossofCustomer'sdataorequipment;(c)IssuescausedbyCustomer'sfailuretofollowServiceProvider'sinstructionsordocumentation;(d)Issuesarisingfromthird-partysoftware,hardware,orservices;(e)Hardwaremalfunctionsorfailures(unlessexpresslyincludedintheServicesunderaspecificagreement);(f)IssuesresultingfrommodificationsmadebyCustomerorthirdpartiestotheSupportedProducts;(g)Normalwearandtearorobsolescence;(h)IssuesarisingfromuseoftheSupportedProductsinamannercontrarytoitsintendedpurposeorspecifications;(i)ProblemsrelatedtotheinternetconnectionortelecommunicationservicesprovidedbythirdpartiestoCustomer.6.ResponsibilityandLiabilityServiceProvider'stotalliabilityunderthisAgreementforanyclaims,losses,damages,oractionsarisingoutoforinconnectionwiththeServicesshallbelimitedtotheaggregateamountpaidbyCustomerfortheServicesunderthisAgreementwithinthetwelve(12)monthsprecedingthedateoftheclaim.ServiceProvidershallnotbeliableforindirect,incidental,consequential,special,orpunitivedamages.ServiceProvidershallnotbeliableforanydowntimeorlossofproductivityexperiencedbyCustomerunlesssuchdowntimeisdirectlycausedbyabreachofServiceProvider'sSLAsunderaspecific,writtenagreement.7.ConfidentialityEachPartyagreestokeepconfidentialallnon-publicinformationdisclosedbytheotherParty("ConfidentialInformation")forthedurationofthisAgreementandfortwo(2)yearsthereafter.EachPartyshalluseConfidentialInformationsolelyforthepurposeoffulfillingitsobligationsunderthisAgreementandshallnotdiscloseittoanythirdpartywithoutthepriorwrittenconsentofthedisclosingParty,exceptasrequiredbylaworasnecessarytoitsemployees,contractors,oragentswhoareboundbyconfidentialityobligations.8.TermandTerminationThisAgreementshallcommenceontheEffectiveDateandcontinuefor[Duration,e.g.,one(1)year]("InitialTerm"),unlessterminatedearlierinaccordancewiththeprovisionsofthisSection8.TheAgreementmaybeextendedbymutualwrittenagreementofbothparties.EitherpartymayterminatethisAgreementupon[Number,e.g.,thirty(30)]days'writtennoticetotheotherpartyifthereceivingpartybreachesanymaterialtermorconditionofthisAgreementandfailstocuresuchbreachwithinthenoticeperiod.Upontermination,Customer'srighttoreceiveServicesunderthisAgreementshallcease,andCustomershallpayalloutstandingfeesforServicesprovideduptothedateoftermination.9.PaymentCustomershallpayServiceProviderthefeesfortheServicesasfollows:[Describepaymentterms,e.g.,"afixedfeeof$XXXXpermonth,payableinadvanceonthefirstdayofeachmonth",or"afeebasedonthenumberofsupportrequests,asoutlinedinthepricingscheduleattachedhereto"].PaymentshallbemadetotheaddresssetforthaboveorasotherwisedirectedbyServiceProviderinwriting.Allpaymentsshallbein[Currency,e.g.,UnitedStatesDollars].10.GoverningLawandDisputeResolutionThisAgreementshallbegovernedbyandconstruedinaccordancewiththelawsoftheStateof[State,e.g.,NewYork],withoutregardtoitsconflictoflawsprinciples.Anydispute,controversy,orclaimarisingoutoforrelatingtothisAgreement,includingitsbreach,termination,orinvalidity,shallbesubmittedtotheexclusivejurisdictionofthefederalorstatecourtslocatedin[County/City,e.g.,KingsCounty,NewYork],andthepartiesherebyirrevocablyconsenttothejurisdictionthereof.[Alternatively,specifyarbitration:"shallbefinallysettledbyarbitrationinaccordancewiththerulesofthe[SpecifyArbitrationInstitution,e.g.,AmericanArbitrationAssociation]effectiveatthetimeofthedispute,whicharbitrationshallbeconductedin[Location]andshallbegovernedbythelawsoftheStateof[State]."]11.EntireAgreementThisAgreement,includinganyreferencedattachmentsorincorporateddocuments,constitutestheentireagreementbetweenthepartieswithrespecttothesubjectmatterhereofandsupersedesallprioragreements,understandings,negotiations,anddiscussions,whetheroralorwritten.12.AmendmentsNoamendment,modification,orwaiverofanyprovisionofthisAgreementshallbeeffectiveunlessmadeinwritingandsignedbyauthorizedrepresentativesofbothparties.13.SeverabilityIfanyprovisionofthisAgreementisheldtobeillegal,invalid,orunenforceablebyacourtofcompetentjurisdiction,theremainingprovisionsshallremaininfullforceandeffect.14.AssignmentNeitherpartymayassignitsrightsordelegateitsobligationsunderthisAgreementwithoutthepriorwrittenconsentoftheotherparty.Anyattemptedassignmentwithoutsuchconsentshallbenullandvoid.15.NoticesAllnotices,requests,demands,andothercommunicationshereundershallbeinwritingandshallbedeemedgiven(a)whendeliveredpersonally,(b)uponconfirmationofreceiptwhensentbyemail,or(c)uponmailingbycertifiedorregisteredmail,returnreceiptrequested,postageprepaid,totheaddressessetforthaboveortosuchotheraddressase