Customer support clause: Copy, customize, and use instantly
Introduction
A customer support clause defines the level, scope, and methods of support provided by one party to another during the course of a business relationship. It sets expectations for response times, support channels, availability, escalation processes, and performance standards—helping ensure service reliability and satisfaction.
Below are templates for customer support clauses tailored to different scenarios. Copy, customize, and insert them into your agreement.
Standard customer support clause
This version outlines basic support service availability.
The [Provider] shall provide customer support services to the [Customer] via email and telephone during standard business hours, Monday to Friday, [9:00 AM to 5:00 PM], excluding public holidays.
Customer support clause with defined response times
This version sets clear response time targets.
The [Provider] shall respond to all customer support inquiries within [X] business hours of receipt. Priority issues shall receive a response within [Y] hours based on severity level.
Customer support clause with dedicated account manager
This version assigns a named contact for support.
The [Provider] shall assign a dedicated account manager to the [Customer], who shall serve as the primary point of contact for all support inquiries and service-related issues.
Customer support clause with 24/7 availability
This version provides round-the-clock support.
The [Provider] shall make customer support services available 24 hours a day, 7 days a week, including weekends and public holidays, through email, phone, or live chat.
Customer support clause with tiered support levels
This version introduces support levels based on issue severity.
The [Provider] shall offer tiered support, including Level 1 (basic inquiries), Level 2 (technical assistance), and Level 3 (escalated issues). Each level shall have designated response and resolution timelines.
Customer support clause with escalation procedure
This version sets a structured path for unresolved issues.
In the event a support issue is not resolved within the standard timeframe, the [Customer] may escalate the matter in accordance with the [Provider]’s escalation procedure outlined in [Schedule X].
Customer support clause with service level obligations
This version ties support to performance standards.
The [Provider] shall meet the service levels specified in this Agreement, including response times, resolution times, and customer satisfaction benchmarks, as detailed in [Schedule Y].
Customer support clause with knowledge base and self-service access
This version includes access to support resources.
The [Provider] shall provide access to a self-service knowledge base, including FAQs, troubleshooting guides, and user manuals, to supplement customer support services.
Customer support clause with multilingual support
This version addresses language coverage.
The [Provider] shall provide customer support in [English, Spanish, and French], with language-specific agents available during standard business hours for each region.
Customer support clause with regular support reviews
This version includes support performance reviews.
The [Provider] and [Customer] shall review support service performance quarterly, including metrics on response time, issue resolution rates, and feedback scores.
Customer support clause with support availability by time zone
This version defines support hours for different regions.
The [Provider] shall offer customer support services in accordance with the [Customer]’s local time zone, with support agents available from [8:00 AM to 6:00 PM] local time, Monday through Friday.
Customer support clause with support ticket tracking system
This version includes a formal ticketing process.
All support inquiries shall be logged in the [Provider]’s ticketing system. Each ticket will be assigned a unique reference number for tracking and resolution purposes.
Customer support clause with maximum resolution timeframe
This version defines a resolution deadline.
The [Provider] shall resolve all support issues within a maximum of [X] business days, unless otherwise agreed in writing with the [Customer].
Customer support clause with callback commitment
This version provides a callback guarantee.
If support calls cannot be answered immediately, the [Provider] shall return all calls within [X] business hours from the time of initial contact.
Customer support clause with weekend-only support option
This version provides limited support during weekends only.
The [Provider] shall offer customer support exclusively on weekends, between [10:00 AM to 4:00 PM], via live chat and email.
Customer support clause with on-site support provision
This version provides for physical, in-person support.
Where required, the [Provider] shall provide on-site customer support within [X] business days of receiving a formal request, subject to travel and scheduling availability.
Customer support clause with support availability during holidays
This version defines reduced holiday coverage.
The [Provider] shall maintain limited customer support during public holidays, with reduced staffing and extended response times of up to [X] hours.
Customer support clause with proactive support check-ins
This version includes scheduled follow-ups.
The [Provider] shall conduct proactive check-ins with the [Customer] on a [monthly/quarterly] basis to identify potential issues and provide preventative support.
Customer support clause with support request categorization
This version categorizes support requests by type.
All support inquiries shall be categorized as Technical, Billing, or General, and each category shall follow a specific response and resolution protocol.
Customer support clause with customer satisfaction feedback collection
This version includes post-support surveys.
The [Provider] shall issue customer satisfaction surveys following each support interaction and track feedback scores to improve service delivery.
Customer support clause with knowledge transfer sessions
This version includes structured training for self-sufficiency.
The [Provider] shall deliver knowledge transfer sessions to the [Customer] on a [quarterly/annual] basis to reduce support dependency and improve in-house issue resolution.
Customer support clause with support documentation updates
This version ensures support materials are kept current.
The [Provider] shall maintain up-to-date support documentation and notify the [Customer] of any material updates or changes relevant to their use of the service.
Customer support clause with named support team members
This version assigns specific team contacts.
The [Provider] shall assign a named support team to the [Customer], with contact details for each team member provided at the start of the engagement.
Customer support clause with SLA-linked financial credits
This version introduces penalties for support failures.
If the [Provider] fails to meet agreed support response or resolution times, the [Customer] shall be entitled to a service credit of [X]% of the monthly fee per breach, up to a maximum of [Y]%.
Customer support clause with urgent issue hotline
This version provides a dedicated line for high-priority issues.
The [Provider] shall maintain a 24/7 emergency hotline for critical support incidents classified as Priority 1, with response time not exceeding [1] hour.
Customer support clause with defined business impact levels
This version ties support urgency to business impact.
Support requests shall be categorized by business impact level—Low, Medium, High, or Critical—and prioritized accordingly in the [Provider]’s response workflow.
Customer support clause with training for customer’s internal team
This version includes training support.
The [Provider] shall provide up to [X] hours of training annually to the [Customer]’s internal support team to enable first-line issue handling.
Customer support clause with third-party support integration
This version coordinates support between vendors.
Where the resolution of an issue involves third-party services, the [Provider] shall coordinate directly with those vendors to minimize disruption and expedite resolution.
Customer support clause with periodic issue trend analysis
This version includes analysis of support trends.
The [Provider] shall analyze support issue trends quarterly and provide a summary report to the [Customer] with recommended service improvements.
Customer support clause with support for legacy systems
This version includes coverage for older versions.
The [Provider] shall continue to provide reasonable customer support for legacy system versions for a minimum of [X] months following the release of a new version.
Customer support clause with support request escalation matrix
This version outlines escalation paths.
The [Provider] shall follow a documented escalation matrix for unresolved support requests, including named escalation points at each level.
Customer support clause with support availability during system maintenance
This version ensures help during downtime.
The [Provider] shall maintain support services during scheduled system maintenance periods to assist with any operational issues that arise.
Customer support clause with multilingual support documentation
This version adds documentation in multiple languages.
All customer support documentation shall be made available in [English, Spanish, and German] to support users in different regions.
Customer support clause with bug fix prioritization
This version classifies bugs for support.
Support-related bugs shall be prioritized by severity level and resolved in accordance with the [Provider]’s defect resolution timelines specified in [Schedule X].
Customer support clause with integration setup support
This version adds assistance for integrations.
The [Provider] shall provide customer support for integration setup and troubleshooting with third-party systems, including configuration guidance and testing assistance.
Customer support clause with first-contact resolution target
This version tracks efficiency.
The [Provider] shall aim to resolve at least [X]% of all support inquiries on the first contact and monitor performance against this target.
Customer support clause with support availability via mobile app
This version includes mobile access.
The [Provider] shall offer customer support through its mobile app, including ticket creation, live chat, and issue tracking functionality.
Customer support clause with regular support performance reporting
This version provides performance metrics.
The [Provider] shall deliver monthly support performance reports, including key metrics such as average response time, resolution rate, and customer satisfaction scores.
Customer support clause with optional premium support tier
This version provides an upgrade option.
The [Customer] may subscribe to a premium support tier, which includes extended hours, priority queueing, and faster resolution times, subject to additional fees.
Customer support clause with customer support contact directory
This version ensures easy contact access.
The [Provider] shall maintain a contact directory of support channels and assigned agents, which shall be provided to the [Customer] at the beginning of the Agreement term.
Customer support clause with support continuity planning
This version ensures reliability during internal disruptions.
The [Provider] shall maintain a support continuity plan to ensure uninterrupted service in the event of internal disruptions, including team unavailability or system outages.
Customer support clause with developer-level technical support
This version provides access to technical staff.
The [Provider] shall make senior technical staff available for complex support requests that cannot be resolved through standard first-line support.
Customer support clause with support communication log sharing
This version allows transparency.
Upon request, the [Provider] shall share a record of all support communications related to specific issues, including timestamps, messages, and actions taken.
Customer support clause with support API access
This version enables system-level interaction.
The [Provider] shall provide an API interface for submitting and tracking support tickets programmatically, subject to authentication and usage limits.
Customer support clause with voice support availability
This version includes live voice interaction.
The [Provider] shall provide voice-based customer support via telephone or VoIP, available during standard business hours and for urgent issues 24/7.
Customer support clause with periodic support policy review
This version includes support process refinement.
The [Provider] shall review and revise its support policy every [X] months to ensure relevance and effectiveness, and share updated policies with the [Customer].
Customer support clause with chat transcript retention
This version provides access to chat logs.
The [Provider] shall retain chat transcripts for all support interactions for a minimum of [X] months and make them available to the [Customer] upon request.
Customer support clause with support for third-party users
This version supports customer’s clients or end users.
The [Provider] shall provide limited customer support to authorized third-party users of the [Customer]’s system, as defined in [Schedule Y].
Customer support clause with video support sessions
This version includes live video help.
The [Provider] shall offer video-based support sessions upon request for complex troubleshooting or walkthroughs requiring visual demonstration.
Customer support clause with feedback-based support improvement obligation
This version links support enhancements to user input.
The [Provider] shall incorporate customer feedback into its support improvement plans and report on implemented changes during quarterly service reviews.
Customer support clause with secure support authentication protocol
This version ensures secure access to support.
The [Provider] shall authenticate all support requests through a secure protocol before accessing customer systems or data.
Customer support clause with pre-agreed support SLAs per department
This version tailors support levels per function.
Support service levels shall be customized based on department type (e.g., IT, HR, Finance), with distinct response time targets for each category.
Customer support clause with documentation for recurring issues
This version helps avoid repetition.
The [Provider] shall document all recurring support issues and maintain an internal knowledge base to reduce time to resolution for future occurrences.
Customer support clause with multilingual ticket classification
This version improves global request handling.
Support tickets submitted in different languages shall be automatically classified and routed to language-appropriate support staff.
Customer support clause with follow-up confirmation requirement
This version adds formal resolution confirmation.
Upon issue resolution, the [Provider] shall confirm closure with the [Customer] and request confirmation before marking the ticket as closed.
Customer support clause with support agent escalation authority limits
This version defines support team powers.
Support agents shall have clearly defined escalation authority levels and may only authorize issue resolution actions within their assigned limits.
Customer support clause with priority queue for enterprise clients
This version adds VIP routing.
The [Customer], as an enterprise-level client, shall receive priority routing of support tickets and shorter maximum response windows.
Customer support clause with end-of-quarter support usage reporting
This version offers usage analytics.
The [Provider] shall issue an end-of-quarter report summarizing support request volume, categories, and resolution times.
Customer support clause with live support performance dashboard
This version gives real-time visibility.
The [Provider] shall provide a live dashboard displaying key support performance indicators, accessible to the [Customer] via secure login.
This article contains general legal information and does not contain legal advice. Cobrief is not a law firm or a substitute for an attorney or law firm. The law is complex and changes often. For legal advice, please ask a lawyer.