Customer Service Agreement

Customer Service Agreement Template for Ireland

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Key Requirements PROMPT example:

"I need a Customer Service Agreement for my IT consulting company based in Dublin, providing software maintenance and support services to enterprise clients, with specific emphasis on data protection and service level commitments."

Document background

This Customer Service Agreement template is designed for use in Ireland when establishing a formal service relationship between a service provider and its customers. It incorporates requirements from Irish consumer protection legislation, EU regulations, and industry best practices. The agreement is particularly valuable for businesses providing ongoing services to customers in Ireland, whether B2B or B2C. It includes comprehensive provisions for service delivery, performance standards, data protection compliance under GDPR, and dispute resolution mechanisms aligned with Irish law. The document serves as a foundation for clear communication of service terms while protecting both parties' interests and ensuring regulatory compliance in the Irish market.

Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names and addresses

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Definitions of key terms used throughout the agreement

4. Services: Detailed description of services to be provided, including scope and delivery methods

5. Term and Termination: Duration of the agreement, renewal terms, and termination conditions

6. Fees and Payment: Pricing structure, payment terms, and billing procedures

7. Service Levels: Performance standards, metrics, and quality requirements for service delivery

8. Customer Obligations: Customer responsibilities and requirements for service facilitation

9. Data Protection and Privacy: GDPR compliance measures and data handling procedures

10. Confidentiality: Protection of confidential information exchanged during service provision

11. Intellectual Property: Ownership and usage rights of intellectual property

12. Liability and Indemnification: Limitations of liability and indemnification obligations

13. Force Majeure: Circumstances excusing performance of obligations

14. Dispute Resolution: Procedures for handling disputes and applicable jurisdiction

15. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement

Optional Sections

1. Service Credits: Include when offering service level credits for performance failures

2. Regulatory Compliance: Include for regulated industries or services subject to specific regulatory requirements

3. Insurance: Include when specific insurance coverage is required for service provision

4. Security Requirements: Include for services involving sensitive data or systems access

5. Business Continuity: Include for critical services requiring disaster recovery planning

6. Subcontracting: Include when service provider may need to subcontract certain services

7. Training and Support: Include when service includes training or ongoing support components

8. Equipment and Materials: Include when physical equipment or materials are provided as part of service

Suggested Schedules

1. Schedule 1 - Service Description: Detailed specifications of services, including technical requirements and procedures

2. Schedule 2 - Service Levels: Detailed service level agreements, metrics, and measurement methods

3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and any variable fee structures

4. Schedule 4 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

5. Schedule 5 - Support Services: Details of support services, response times, and escalation procedures

6. Appendix A - Contact Information: Key contacts for both parties, including escalation points

7. Appendix B - Technical Requirements: Technical specifications and requirements for service delivery

Authors

Alex Denne

Head of Growth (Open Source Law) @ ��Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Technology Services

Professional Services

Consulting

Software and IT

Financial Services

Healthcare Services

Telecommunications

Business Support Services

Facilities Management

Education and Training

Retail Services

Hospitality Services

Relevant Teams

Legal

Operations

Customer Service

Sales

Compliance

Contract Management

Business Development

Account Management

Service Delivery

Risk Management

Commercial

Procurement

Relevant Roles

Legal Counsel

Commercial Director

Customer Service Manager

Operations Manager

Compliance Officer

Contract Manager

Business Development Manager

Account Manager

Service Delivery Manager

Risk Manager

Sales Director

Chief Operating Officer

Customer Experience Director

Procurement Manager

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Authors

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