1. Tips To Writing a Customer Service Agreement
2. Elements of a Customer Service Agreement
3. Sample Customer Service Agreement

A customer service agreement ensures that both the client and service provider understand the scope of work, the terms and conditions of its completion, and the overall cost. As a small business owner, using this type of agreement promotes a positive, transparent relationship that your customers will appreciate.

Tips To Writing a Customer Service Agreement

Both customers and staff members should be able to easily understand a well-written customer service agreement. Avoid using jargon and complex legal phrasing that obscures the contract's meaning for the average person. If technical, industry-specific terms or acronyms are unavoidable, consider including a glossary in your customer service agreement.

Elements of a Customer Service Agreement

  • The scope of work should provide a comprehensive description of the tasks and deliverables included in the agreement. State exactly what you'll be completing for the customer.
  • Exact prices for each deliverable should be spelled out along with a payment schedule. If you have a range of payment plans to choose from, provide the customer with these options before creating the agreement.
  • The agreement must detail liability in the event that the client is unhappy with the deliverables or you are unable to complete the project as promised. In the latter instance, you should also provide refund and/or compensation information. The wording of this section should limit your liability in unexpected situations and other circumstances for which you do not want to be held responsible.

Sample Customer Service Agreement

This agreement template is provided by Patriot Software.


This Customer Service Agreement (the “Agreement”) is entered into on the date set forth below between Patriot Software, LLC, a Delaware limited liability company, with its principal place of business at 4883 Dressler Road NW, Canton, Ohio 44718 ("Patriot" or “we” or “us”) and Customer (“Customer” or “you”) acting as agent of Company. This Agreement is effective between the Company and Patriot as of the date you first accessed, installed, or used the Software, whichever is earliest.

INTRODUCTION. Patriot has developed and owns online computer Software (the “Software” as defined below) applications and offers a World Wide Web (“Web”) application service that provides Customer with a license to use certain functions of the Software to access an “online” version of the Software through a designated Web Site (the “Service). Company agrees to purchase Patriot's Service (as defined below) and Patriot agrees to provide the Service to Company in accordance with the terms and conditions of this Agreement.

DEFINITIONS. As used in this Agreement, the following terms have the definitions set forth in this section.

A. “Confidential Information” means any Submission as well as all information disclosed to or acquired by you from Patriot Software during the performance of this Agreement, including, but not limited to, this Agreement, the Software, the Service, and Patriot and Customer knowhow, business plans, data, processes, source code, techniques, customer information, inventions, discoveries, formulae, patterns, mailing lists, and devices unless such information is public knowledge. “Public Knowledge” does not include information known only to Patriot Customers.

B. “Customer Support” includes routine answers to questions, error correction, and maintenance modifications requested by the Customer via telephone, email, or a messaging system within the software and provided during Patriot Software's normal business hours unless otherwise agreed in writing by Patriot. Customer Support does not include programming, detailed or specialized maintenance, provision of enhancements, or support different in kind or amount from that which is provided to other customers of the Service, including, without limitation, problems that may arise in interfacing or operating the Service or any of its components with non-supported, unusual or proprietary systems.

C. “Designated Portal” means any computer or similar device identified by you that permits you or your designees to manually access the Software through the Service Site.
D. “Documentation” means any and all writings, correspondence, memorandums, pricing schedules, illustrations, graphs, reports, educational materials, information, plans, processes, models, trademarks, trade names, mailing lists, or other information and/or property provided to you by us that relates directly or indirectly to the Service or any component of the Service.
E. “Enhancements” means (1) modifications that correct errors in or improve the basic functionality of the Software; (2) upgrades to the Software that contain substantial design or configuration advances; and/or (3) additional modules that function in conjunction with the Software to provide functionality not present in the Software then being used by you.

If you need help with a customer service agreement, you can post your legal need on UpCounsel's marketplace. UpCounsel accepts only the top 5 percent of lawyers to its site. Lawyers on UpCounsel come from law schools such as Harvard Law and Yale Law and average 14 years of legal experience, including work with or on behalf of companies like Google, Menlo Ventures, and Airbnb.