Software Maintenance Agreement Template – Free Tech Support

This software maintenance agreement template is designed for software developers, IT service providers, software vendors, technology companies, SaaS businesses, and organizations providing ongoing technical support, updates, and maintenance services for software applications and systems. This template is adaptable for various jurisdictions and can be customized to comply with local consumer protection laws, service contract regulations, and industry-specific compliance requirements.

This comprehensive agreement establishes the terms and conditions for ongoing software maintenance and support services between software providers and their clients. It covers essential provisions including scope of maintenance services such as bug fixes, patches, updates, and technical support, service level agreements (SLAs) with response times and resolution targets, maintenance schedule and planned downtime windows, support channels including phone, email, ticketing systems, or remote access, compensation structure with monthly fees, annual contracts, or per-incident pricing, and exclusions from maintenance coverage. The template also addresses software version upgrades and compatibility requirements, data backup and disaster recovery responsibilities, emergency support procedures and escalation protocols, intellectual property rights in modifications and enhancements, liability limitations for service interruptions or data loss, and termination conditions with transition assistance provisions.

Ideal for enterprise software, custom applications, commercial off-the-shelf software, mobile apps, cloud-based systems, and legacy system support across industries including healthcare, finance, manufacturing, and government, this template protects service providers by defining clear service boundaries and response obligations while ensuring clients receive documented maintenance commitments, uptime guarantees, and support accessibility.