Ongoing support, bug fixing, updates and hosting maintenance for software you have built or licensed to a client – support hours, priority levels and response times, exclusions, charges and termination.
Tech & SaaS
Software Support and Maintenance Agreement
About this document
After software, a website or an app goes live, the client usually needs someone to fix bugs, apply security updates and answer questions. Without a written support agreement, there are frequent disputes about what is included, how quickly problems must be fixed and what costs extra. This agreement sets that out clearly, with a schedule of priority levels and response times.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
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Tech & SaaS
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Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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