Fill out the template

CUSTOMER SERVICE AGREEMENT

How does it work?

1. Choose this template

Start by clicking on "Fill out the template"

2. Complete the document

Answer a few questions and your document is created automatically.

3. Save - Print

Your document is ready! You will receive it in Word and PDF formats. You will be able to modify it.

3000.00

Lawyer-Drafted | Globally Compliant | Customizable in Word/PDF


Before you start providing or receiving customer support services, protect your time, quality standards, payments, and legal rights with a solid Customer Service Agreement.


What is a Customer Service Agreement?


A Customer Service Agreement is a legally binding contract that defines how customer support services will be delivered between a service provider and a client. It covers service scope, response times, pricing, communication standards, confidentiality, data handling, and remedies if performance falls short.

This agreement ensures both sides are aligned on expectations, responsibilities, and outcomes, reducing the chances of disputes or service gaps.


Types of Customer Service Agreements


  • Customer Support Outsourcing Agreement: For businesses hiring external support teams or call centers.
  • Technical Support Service Agreement: Covers IT, software, or product-related troubleshooting.
  • After-Sales Support Agreement: Ensures post-purchase service and warranty handling.
  • Service-Level Agreement (SLA): Defines performance metrics like response time, uptime, and escalation timelines.
  • Freelance Customer Service Contract: For individual agents or small teams offering part-time or remote support.


Global Legal Recognition of Customer Service Agreements


Customer Service Agreements are widely recognized across major jurisdictions and enforceable when drafted with clarity and fair consideration. Here’s how different regions treat them:

  • United States: Enforced under state contract laws; SLAs often follow industry standards for performance metrics.
  • United Kingdom & European Union: Governed by contract law and consumer protection regulations. GDPR applies where personal data is processed.
  • United Arab Emirates & Saudi Arabia: Enforceable under civil and commercial law, with emphasis on good faith and clear obligations.
  • Australia & Canada: Recognized under contract and equitable law, with strong consumer service standards.
  • Hong Kong: Governed by common-law principles and commercial services regulations.

Across all regions, clarity, transparency, and lawful intent are key to enforceability.


Why You Should Consult a Lawyer Before Using This Template


Even though this Customer Service Agreement is drafted by legal professionals and ready to use, every business operates differently. Your support process may involve data protection laws, performance guarantees, escalation processes, or service restrictions that require customization. A lawyer can fine-tune the terms to match your jurisdiction and service model, ensuring full protection for both parties.

At SolvLegal, our legal experts can review and customize this agreement for you within 48 hours so you can start delivering services with confidence.


Who Should Use This Template

  • Customer support agencies and BPO companies
  • Freelancers or virtual assistants offering customer service
  • Startups or e-commerce brands outsourcing support
  • SaaS companies providing technical support
  • Businesses offering warranty and after-sales service
  • Companies setting SLAs with vendors or partners


How to Download This Template


  1. Click Fill out the Template
  2. Enter party details and the exact scope of customer service
  3. Add pricing, SLAs, communication rules, and reporting standards
  4. Select your governing law
  5. Download in Word or PDF
  6. Sign digitally or execute physically


Frequently Asked Questions (FAQs)


1. Is this Customer Service Agreement valid internationally?

Yes. It follows universal contract principles and is compatible with service standards in most countries.


2. Does this Agreement include SLAs?

Yes. It contains optional sections for response times, resolution timelines, and service quality benchmarks.


3. Can this Agreement be used for remote teams?

Absolutely. It’s designed for both in-person and remote support arrangements.


4. Is GDPR or data privacy covered?

Yes. The template includes data protection clauses to address GDPR, CCPA, and other privacy requirements.


5. Who can use this template?

Businesses, freelancers, agencies, support centers, and SaaS companies offering customer or technical support services.


6. Are e-signatures recognized?

Yes. E-signatures are valid under global electronic signature laws.


Get your lawyer-drafted, AI-reviewed Customer Service Agreement today made for global compliance and professional client relationships.