A maintenance and support agreement for providers of ongoing service cover. Sets out planned visits and fault response, a critical/major/minor triage with response times, an annual charge with a review mechanism, exclusions, customer obligations and automatic renewal.
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This template covers the clauses a Maintenance & Support contract needs — written in plain language your client can actually read.
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Define response time as the point at which work begins, not the point at which the fault is fixed. Promising resolution times on faults you have not seen yet is how support agreements become unprofitable.
Triage faults into critical, major and minor with a different response time for each, and put the definitions in the schedule. Without tiers, every fault is critical to the customer reporting it.
State the service hours the response times apply within. A four-hour response means something very different against 09:00-17:00 weekdays than against 24/7.
List the exclusions plainly: misuse, accident, unauthorised modification, and work carried out by others. These are the calls that would otherwise eat the margin on the whole agreement.
Put the customer obligations in writing: safe and timely access, prompt fault reporting, and keeping the equipment in the conditions the manufacturer specifies. Your response times depend on all three.
What is the difference between maintenance and support?
Maintenance is planned and scheduled: visits, servicing, preventive work. Support is reactive, responding to faults the customer reports. Most agreements cover both, which is why response times and planned visits are set out separately.
What is a reasonable response time to commit to?
Work back from what you can actually staff, then state it against defined service hours. Four working hours for critical faults and one working day for minor ones is a common shape, but only commit to what you can meet on your worst week, not your best.
Should a maintenance agreement renew automatically?
Usually yes, because it removes an annual sales cycle for revenue you already have. Pair it with a notice period and a charge-review mechanism so the customer can decline an increase rather than being locked in at a price you set alone.
Are parts and consumables included?
Not under this template unless the schedule says otherwise. Bundling parts into a fixed annual charge means you carry the price risk on components you do not control.
This template is a starting point, not legal advice. Contract law differs by country and by sector — have a lawyer review it before you rely on it for anything significant.
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