Support Service Agreement
This Support Service Agreement (“Agreement”) is made between OfficeLabs (“Service Provider”) and [Client Name] (“Client”) in relation to the post-delivery support services provided following the completion of the project outlined in the Statement of Work (“SoW”).
1. Service Overview
OfficeLabs will provide a standard support service to the Client for a period of three (3) months following the delivery of the project. This service is offered to assist with any issues related to the break/fix of the delivered solution, within the scope of the original SoW. The support service does not include changes, enhancements, feature additions, training, or additional documentation.
2. Service Hours
Support will be available from Monday to Friday, between the hours of 9:00 AM and 5:00 PM UK time, excluding UK bank holidays. Any requests for support outside of these hours will not be covered under this Agreement.
3. Service Level
There is no guaranteed Service Level Agreement (SLA) associated with this support. OfficeLabs will provide support on a best endeavours basis, meaning that while every reasonable effort will be made to resolve issues promptly, no specific response or resolution times are promised.
4. Scope of Support
The support provided under this Agreement is strictly limited to resolving break/fix issues within the scope of the original Statement of Work. The Client acknowledges that any requests outside of this scope, including changes, modifications, new features, training, or the provision of additional documentation, are not covered and will be subject to a separate agreement or quotation.
5. Exclusions
This Agreement does not cover any of the following:
• Requests for changes or new features
• Training on the delivered solution
• Additional documentation beyond what was included in the original project
• Support for systems or services outside the scope of the original SoW
6. Monthly Review
OfficeLabs will conduct a monthly review with the Client during the support period. This review will address any ongoing issues, assess the status of the solution, and provide recommendations where applicable. These reviews are advisory and do not replace formal support requests.
7. Fees and Payment
The fee for the three-month support service is 15% of the total project cost. This fee is payable upon commencement of the support period. No additional charges will apply unless work outside the scope of this Agreement is requested and agreed upon in writing by both parties.
8. Termination
Either party may terminate this Agreement with thirty (30) days’ written notice. In the event of early termination, fees already paid will not be refunded, and services rendered up to the termination date will be considered complete.
