Client Service Agreement

Client Service Agreement template · Prepared July 20, 2026

This Client Service Agreement (Agreement) becomes effective when Rural Digital (Provider) and the client identified in an accepted proposal or order form (Client) sign or otherwise accept it. The proposal or order form and this Agreement together form the service contract. If they conflict, the more specific signed proposal or order form controls.

1. Services and scope

Provider will perform only the services and deliverables stated in the accepted proposal or order form. Customer-facing offers may include Rural Digital Care, a Website Improvement Sprint, or a Custom Website. Features and capabilities such as forms, analytics, CMS editing, email alerts, directories, portals, or private pages are included only when the written scope says so.

2. Rural Digital Care terms

When Client selects Rural Digital Care, the published service is $299 per month plus a $499 one-time setup unless the order form states a different amount. Setup begins after acceptance, setup payment, and required access are received.

• Uptime and SSL monitoring
• Broken-link scans
• Monthly form testing
• Performance monitoring
• Accessibility monitoring
• One small monthly update
• Plain-English monthly report
• Email support

The included update is one requested content or configuration change that can reasonably be completed in up to 30 minutes during the month. Unused time does not roll over. Provider will normally acknowledge support email within one business day; this is not a guaranteed completion time or 24/7 emergency coverage.

3. Excluded work

Unless a signed scope expressly includes it, the services exclude redesigns, new functionality, emergency or 24/7 support, malware removal or incident response, legal or regulatory advice, compliance guarantees, and collection or processing of PHI or sensitive employee information. Larger requests and excluded work require a separate written scope.

4. Fees, invoices, and third-party expenses

Client will pay fees according to the accepted proposal, order form, or invoice. Provider may pause work or access after reasonable notice if required payment is overdue. Hosting, domains, plugins, licenses, email services, software, stock assets, and other third-party expenses are Client’s responsibility unless the signed scope says otherwise. Provider will not approve a new third-party expense on Client’s behalf without authorization.

5. Client responsibilities

Client will provide timely decisions, accurate content, required access, a responsible contact, and lawful authority to use all supplied materials and accounts. Client will maintain control of its domain and client-owned provider accounts, use secure credential-sharing methods, and promptly remove or rotate access when appropriate.

Client will not send Provider PHI, patient details, sensitive employee information, passwords through ordinary email, payment-card data, or other regulated or sensitive information unless a separate written agreement and suitable system expressly authorize it. The standard services are not designed for that data.

6. Changes and approvals

A request outside the written scope requires a change order, new proposal, or separate service. Provider will explain the effect on fees or timing before beginning out-of-scope work. Client approvals given by the designated contact may be relied upon for the project.

7. Timeline, delays, and availability

Target dates depend on timely access, content, feedback, payment, third-party availability, and the agreed scope. Provider will communicate material schedule changes but does not guarantee uninterrupted third-party services, search rankings, conversion results, accessibility conformance, security, or emergency restoration times.

8. Hosting, accounts, and backups

Hosting normally remains in a Client-owned account or an approved existing arrangement. Client owns its domain, content, and Client-owned accounts. Provider may recommend changes when an existing platform, access model, or recovery option is unsuitable. Backup and recovery responsibilities are only those expressly stated in the signed scope.

9. Ownership and licenses

Client retains ownership of materials it supplies. After full payment, Client receives the rights to custom deliverables described in the proposal. Provider retains ownership of pre-existing tools, reusable code, templates, methods, general know-how, and materials not created uniquely for Client, while granting Client the license needed to use the delivered website. Third-party components remain subject to their own licenses.

10. Confidentiality and data handling

Each party will use reasonable care with nonpublic business information received for the service and use it only for the relationship or as required by law. Provider may use service providers for hosting, content systems, email, and related operations. The public Privacy Policy describes website inquiries; project-specific data requirements must be documented separately.

11. Warranties and disclaimers

Provider warrants that it will perform the services in a professional manner consistent with the written scope. Except for that limited promise and to the extent permitted by law, services and third-party systems are provided without guarantees of uninterrupted operation, particular business results, search rankings, accessibility or legal compliance, or fitness for an unstated purpose.

12. Limitation of liability

To the extent permitted by applicable law, neither party will be liable for indirect, incidental, special, consequential, exemplary, or lost-profit damages arising from the services. Provider’s aggregate liability will not exceed fees Client paid Provider for the specific service giving rise to the claim during the six months before the event, except where applicable law does not allow that limitation.

13. Cancellation and termination

Rural Digital Care is month-to-month. Client may cancel before the next renewal to avoid the next monthly charge, and care continues through the paid period. Project cancellation, deposits, committed costs, and transition work follow the accepted proposal. Either party may terminate for a material breach that is not cured within a reasonable written notice period, subject to payment for work performed and approved noncancelable expenses.

14. General terms

The parties are independent contractors. Neither party may assign the agreement in a way that materially harms the other without reasonable consent, except in connection with a business transfer. If a provision is unenforceable, the remaining provisions continue. Written waivers apply only to the stated instance. Electronic signatures and counterparts are acceptable. The accepted agreement, proposal, order form, and incorporated policies are the complete agreement for the selected service.

Acceptance

Client name: ____________________

Authorized signer: ____________________ Date: ____________________

Rural Digital / Aaron Leek: ____________________ Date: ____________________

This page is a prepared service-agreement template. A project-specific version should include the client name, selected service, exact scope, fees, payment schedule, dates, and any approved changes before signature.