Technology & Digital
IT Support/Help Desk Services Agreement
IT support and help desk services agreement with tiered support levels and response times. 2 signers (provider and client).
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# IT Support/Help Desk Services Agreement **Effective Date:** ___________ This IT Support/Help Desk Services Agreement ("Agreement") is entered into by and between: **Provider:** ___________ ("Provider") **Client:** ___________ ("Client") ## 1. Scope of Support Services The Provider shall deliver IT support and help desk services as described below: **Support Plan:** ___________ **Number of Supported Users:** ___________ **Number of Supported Devices:** ___________ **Support Channels:** ___________ ## 2. Support Coverage Hours **Help Desk Hours:** ___________ **After-Hours Support:** ___________ **Holiday Coverage:** ___________ ## 3. Supported Systems and Software **Operating Systems:** ___________ **Supported Software:** ___________ **Excluded Systems:** ___________ ## 4. Tiered Support Model
Fields (44)
effective date
date · required
provider name
text · required
client name
text · required
support plan
select · required
supported users
text · required
supported devices
text · required
support channels
select · required
helpdesk hours
select · required
after hours
select · required
holiday coverage
select · required
supported os
select · required
supported software
textarea · required
excluded systems
textarea
tier3
select · required
critical response
select · required
critical resolution
select · required
high response
select · required
high resolution
select · required
medium response
select · required
medium resolution
select · required
low response
select · required
low resolution
select · required
ticket system
select · required
remote support
select · required
onsite support
select · required
onsite response
select · required
onsite rate
text
client contact
text · required
client contact email
text · required
client contact phone
text · required
monthly fee
text · required
per incident fee
text
billing cycle
select · required
payment terms
select · required
payment method
select · required
late fee
select · required
initial term
select · required
renewal
select · required
termination notice
select · required
governing state
select · required
provider signer name
text · required
provider signer title
text · required
client signer name
text · required
client signer title
text · required
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