Software Maintenance Agreement Generator

What is a Software Maintenance Agreement?

A Software Maintenance Agreement is a legal contract between a software provider and a client that outlines the terms and conditions for ongoing maintenance and support of software after its initial deployment. The agreement defines the scope of maintenance services, support levels, response times, update procedures, and other key aspects of the ongoing software maintenance relationship.

Key Sections Typically Included:

• Software Description and Environment
• Maintenance and Support Scope
• Service Level Agreements (SLAs)
• Issue Classification and Prioritization
• Response and Resolution Times
• Support Hours and Contact Methods
• Bug Fixes and Error Correction Procedures
• Software Updates and Upgrades
• Feature Enhancement Policies
• Testing and Deployment Procedures
• Client Responsibilities
• Fee Structure and Payment Terms
• Performance Monitoring
• Exclusions from Support
• Termination and Transition Assistance

Why Use Our Generator?

Our Software Maintenance Agreement generator helps you create a comprehensive document that clearly establishes expectations for ongoing software support. By defining service levels, response times, update procedures, and mutual responsibilities upfront, both the provider and client can maintain a productive relationship with clear boundaries and reliable software operation.

Frequently Asked Questions

• Q: How should software issues be classified and prioritized?
  • A: The agreement should define clear categories for issues (such as Critical/High/Medium/Low) with objective criteria for each level. For example, Critical issues might completely prevent system use, while Low issues may be cosmetic. Each priority level should have corresponding response and resolution time commitments, escalation procedures, and reporting requirements. The classification process should also specify who makes the initial determination and how disputes about priority are resolved.
• Q: What should be included regarding software updates and upgrades?
  • A: The agreement should distinguish between different types of updates (e.g., bug fixes, security patches, minor enhancements, major upgrades) and specify which are included in the base maintenance fee versus those requiring additional payment. It should outline the release schedule, notification process, testing procedures, deployment assistance, backward compatibility guarantees, and client approval requirements for implementing updates.
• Q: How should end-of-life and version support be addressed?
  • A: The contract should clearly state how long each software version will be supported, advance notification periods for version deprecation (typically 6-12 months), migration assistance to newer versions, and any changes in support fees for maintaining outdated versions. It should also address what happens if the software product is discontinued entirely, including data migration assistance and potential refunds.