Service Agreement for Tech Companies
Customer contracts built for SaaS and tech services.
A service agreement for tech companies — SaaS subscription terms, uptime SLAs, data handling provisions, and the liability structure your enterprise customers will expect.
Free to start — No credit card required
Customer contracts are where tech companies discover that their template is missing the clauses procurement actually cares about — uptime SLAs, data residency, security commitments, exit data export. This template starts from those table-stakes provisions, then adds the structure to handle them at scale.
Why tech companies need a service agreement
- Defined uptime SLA matches what enterprise customers will scrutinize during procurement.
- Data handling provisions (residency, processing, deletion) preempt security review.
- Liability cap with carve-outs (data breach, IP indemnity) matches industry norms.
- Subscription, billing, and renewal terms keep recurring revenue clean.
Common scenarios
B2B SaaS subscription contract
Subscription term, billing cadence, uptime SLA, support response, and renewal — sized for self-serve and mid-market customers.
Enterprise master services agreement
Negotiated framework agreement for larger customers, with SOWs for implementation services and customizations.
Pilot or trial agreements
Short-form contract covering 30/60/90-day evaluation with conversion terms and data handling at exit.
Clauses to pay attention to
Common questions
- What uptime SLA is reasonable?
- 99.9% ("three nines") is the standard B2B SaaS commitment, with credits as the sole remedy. 99.95% or 99.99% is sometimes negotiated for enterprise customers, with corresponding higher credits. Be careful: real uptime needs to comfortably exceed your SLA — committing to 99.99% when you actually run at 99.9% is a credit-payment problem.
- How should we handle data residency requests?
- Increasingly common, especially for EU customers under GDPR and customers in regulated industries. The agreement should specify where customer data is processed and stored, what mechanisms cover cross-border transfers (e.g., Standard Contractual Clauses), and how data residency commitments interact with subprocessor changes.
- What's the right liability cap structure?
- Industry standard is fees paid in the prior 12 months, with carve-outs for data breach, confidentiality breach, and IP indemnity (which are often capped higher or uncapped). Larger enterprise customers will push for higher caps or no carve-outs. Insurance levels often drive what you can actually offer.
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