Important: This is a template, not a contract. Fill in the parts in [brackets], agree them with the customer, and have the final text reviewed by your legal counsel.
1. Parties and scope
This agreement is between [Telyzer / partner name] (the Provider) and [customer name] (the Customer) for the Telyzer Server installation under licence [licence ID], covering the modules and limits in that licence.
2. Term and renewal
- The first year of support and maintenance is included with the licence, from [start date] to [end date].
- Each following year is renewed for [yearly fee] [currency] plus VAT, invoiced before the end date. The Provider reminds the Customer 60, 30 and 7 days before the end.
- If the agreement is not renewed, the software keeps working with every feature the licence includes. Updates released after the end date cannot be installed, and support is no longer provided, until it is renewed.
3. Maintenance (updates)
- The Customer may install every update released while this agreement is active: fixes, security updates and new versions of the licensed modules.
- Updates are delivered as signed packages that back up the server first and restore it by themselves if anything fails.
- The Customer installs updates within [30] days of a security update being released, or lets the Provider do it remotely.
4. Support tiers
| Standard | Premium | |
|---|---|---|
| Support hours | Business hours, [Sunday–Thursday, 08:00–17:00 local time] | 24 hours a day, 7 days a week for P1; business hours for the rest |
| P1 response | Next business day | Within 2 hours |
| P2 response | [Next business day] | [Within 4 business hours] |
| P3 / P4 response | [Within 3 business days] | [Within 1 business day] |
| Remote session | [On request] | Included |
| Health check | — | Every quarter |
| Updates | Included | Included |
| Yearly fee | [amount] | [amount] |
5. Priorities
| Priority | Meaning |
|---|---|
| P1 — critical | The server is down, nobody can sign in, or call records from a phone system are not being received. |
| P2 — major | An important function does not work (reports, scheduled emails, a contact-centre channel) and there is no workaround. |
| P3 — minor | A function works incorrectly but there is a workaround. |
| P4 — request | A question, a configuration request or a suggestion. |
Response time is the time from a complete request through [support email / portal / phone] to a support engineer starting work on it. Resolution depends on the problem; the Provider keeps the Customer informed [every 4 hours for P1].
6. The Customer's part
- Provide and maintain the server, Windows and the network to the sizing guide, and keep Windows updated.
- Keep a backup destination with enough space, and check backup results.
- Name [two] contacts who may open requests, and give remote access when a session is agreed.
- On request, send a support bundle (logs and statistics, no customer data) or turn on support connect.
7. Data
- Call records, contacts and messages stay on the Customer's server. Support does not need them and does not receive them.
- Critical error reports, if the Customer leaves them on, contain no phone numbers, names, email addresses, message text or call records.
- During a remote session, the Provider's engineer sees only what the Customer's staff show, and keeps nothing.
8. Not covered
- Problems caused by hardware, Windows, the network, the phone system or third-party software, or by changes to the server not made through Telyzer.
- Versions of Windows the sizing guide does not list.
- Custom development, data migration and training, unless agreed separately at [rates].
9. Ending the agreement
Either party may end the agreement at the end of a term with [30] days' written notice. The licence itself is not affected: the software keeps working as described in section 2.