SOFTWARE MAINTENANCE AGREEMENT

Software Maintenance Agreement

A support agreement between Northwind Studio and Acme Co covering ongoing maintenance, monitoring, and support of the Client's software.

PREPARED FOR

Acme Co

PREPARED BY

Northwind Studio

DATE

August 18, 2026

Northwind Studio

SOFTWARE MAINTENANCE AGREEMENT

Parties and Coverage

This agreement is entered into by Northwind Studio (the "Provider") and Acme Co (the "Client") for ongoing maintenance of the software described below. Replace the sample details with the specifics of your systems, response targets, and support window before signing.

SUPPORT HOURS

20/mo

Monthly bank of engineering hours for fixes and small changes.

RESPONSE

4 hrs

First response on P1 incidents during business hours, Monday to Friday.

UPTIME TARGET

99.5%

Monthly availability target for supported production services.

Recitals

The Client operates production software and wishes to engage the Provider for ongoing maintenance, monitoring, and support. The Provider has the engineering capacity and on-call coverage to deliver those services within the response targets set out below. This agreement supersedes any prior verbal or written understanding on the same subject.

Northwind Studio

SOFTWARE MAINTENANCE AGREEMENT

Services and Service Levels

Maintenance covers the applications and services listed in the acceptance page. Work is grouped into three tracks so the Client can see how the monthly hour bank is used.

TRACK 1 · INCIDENT RESPONSE

Incident response

Triage and resolution of production incidents raised through the Client's support channel. P1 outages get a first response within four business hours; P2 and P3 issues follow standard response targets logged in the ticketing tool.

TRACK 2 · PROACTIVE MAINTENANCE

Proactive maintenance

Dependency updates, security patches, log and error monitoring, and backup verification. Includes a monthly maintenance window scheduled outside business hours with a written change log delivered afterward.

TRACK 3 · SMALL CHANGES

Small changes and enhancements

Minor feature changes, copy edits, and configuration updates that fit within the monthly hour bank. Larger changes are quoted separately and scheduled as a change request.

What is included

Production incident response with defined severity levels and response targets
Monitoring configuration and weekly review of logs and alerts
Monthly dependency updates and security patches on supported services
Monthly bank of engineering hours for small changes
Monthly service report covering uptime, incidents, and hours consumed

Not included: net-new feature development, major version upgrades, third-party service subscriptions, and hardware costs. New scope can be added in writing at any time.

Northwind Studio

SOFTWARE MAINTENANCE AGREEMENT

Fees and Term

Maintenance is billed as a monthly retainer that covers the hour bank and response targets described above. Overage hours are billed at the rate below.

Item	Rate	Qty	Amount
Incident response and on-call coverage	$1,800	1	$1,800
Proactive maintenance and monitoring	$1,200	1	$1,200
Small changes (up to 20 hours)	$2,000	1	$2,000
Total per month			$5,000

Payment Schedule

Milestone	Share	Amount
On signature (first month)	100%	$5,000
1st of each following month	Monthly	$5,000
Overage hours beyond the bank	Hourly	$150 / hour

Term and Cancellation

The initial term is 12 months, then renews month-to-month. Either party may cancel after the initial term with 60 days' written notice. On termination, the Provider hands back credentials, monitoring configuration, and an updated runbook covering supported services.

Northwind Studio

SOFTWARE MAINTENANCE AGREEMENT

Acceptance

To activate coverage, complete the fields below and sign. Support begins on the start date confirmed here.

SUPPORTED SYSTEMS

e.g. Web app, API, admin dashboard

COVERAGE START DATE

e.g. October 1, 2026

I confirm I am authorized to approve this maintenance retainer.

CLIENT

Sign here

Acme Co

PROVIDER

Sign here

Northwind Studio

About this template

The Software Maintenance Agreement template is a five-page document for locking down ongoing support before coverage begins. It carries a coverage overview with stat cards, recitals, a three-track service breakdown, a monthly retainer fee table, and an acceptance page with inputs and signatures.

It is intentionally simple: rename what needs renaming in Bonsai, list your actual supported systems and SLAs, and set the monthly fee. Merge fields handle the provider and client details, and the last page collects supported systems, coverage start date, and both signatures.

Details

Format: Doc · 5 pages

Recipients: Client + Provider

Signature: Client + Provider

Merge fields: Sender, Receiver, Date

Software Maintenance Agreement Template

Software Maintenance Agreement Template