Quote Template:
Maintenance Contract

This contract defines the terms under which the provider delivers corrective maintenance and enhancements for the solution described below.

Covered scope

Maintenance includes bug fixes, security updates, monitoring, and backups. Functional enhancements are handled within the planned monthly allowance, and beyond that on a separate quote.

Service levels

Blocking incident: handled within 4 business hours. Major incident: within 1 business day. Minor incident: within 5 business days. Business hours are Monday to Friday, 9 am to 6 pm.

Exclusions

Not covered: incidents caused by a third-party intervention on the solution, use that does not comply with the documentation, or a failure of a service outside the scope.

Financial terms

Subscription billed monthly in advance. Annual price adjustment capped by the Syntec index.

Term and termination

The contract is entered into for twelve months and renews automatically. Either party may terminate it with three months' notice before the end of the term.

Exit and handover

At the end of the contract, the provider returns all access credentials, operating documentation, and backups, and supports the transition for one month.