Your facility is purchasing a healthcare IT software package to help with archiving of protected health information through document management. Your facility wants to guarantee certain levels of…

Your facility is purchasing a healthcare IT software package to help with archiving of protected health information through document management. Your facility wants to guarantee certain levels of service and support standards like time to receive technical help, the frequency of software updates and performance metrics for the system. What time of legal document can help guarantee those standards are met by the document management vendor?