This Support Contract template is designed for use in the Australian business environment where organizations require formal agreements for the provision of ongoing support services. The document is particularly relevant when establishing long-term support relationships that require defined service levels, clear performance metrics, and specific response times. It incorporates requirements from Australian consumer law, privacy regulations, and fair trading legislation, making it suitable for both B2B and B2C arrangements. The contract structure accommodates various types of support services, from technical IT support to general business support, and includes provisions for service modification, escalation procedures, and performance monitoring. Its comprehensive nature ensures that both service providers and customers have clarity regarding their rights, obligations, and the standards of service delivery.
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1. Parties: Identifies the service provider and customer, including their legal names, ABNs, and registered addresses
2. Background: Sets out the context of the agreement and the parties' intentions
3. Definitions and Interpretation: Defines key terms used throughout the agreement and establishes interpretation rules
4. Term and Renewal: Specifies the initial term of the agreement and any renewal provisions
5. Support Services: Describes the core support services to be provided and service provider's obligations
6. Customer Obligations: Outlines the customer's responsibilities and requirements for enabling service delivery
7. Service Levels: Defines the required performance standards and metrics for the support services
8. Fees and Payment: Details the fee structure, payment terms, and invoicing arrangements
9. Intellectual Property: Addresses ownership and usage rights of IP in delivered services and materials
10. Confidentiality: Protects confidential information exchanged during service delivery
11. Privacy and Data Protection: Ensures compliance with privacy laws and establishes data handling requirements
12. Liability and Indemnities: Sets out liability limitations and indemnification obligations
13. Termination: Specifies termination rights and processes
14. General Provisions: Contains standard boilerplate clauses including governing law, notices, and assignment
1. Security Requirements: Include when support services involve access to sensitive systems or data
2. Disaster Recovery: Add when continuity of support services is critical to customer operations
3. Transition Services: Include when complex handover processes may be required at start or end of services
4. Personnel Requirements: Add when specific qualifications or security clearances are required for support staff
5. Insurance: Include as separate section when specific insurance requirements are extensive
6. Change Management: Add when formal processes for service changes are required
7. Compliance and Audit: Include when support services must meet specific regulatory requirements
8. Service Credits: Add when financial consequences for service level failures are required
1. Schedule 1 - Support Services Description: Detailed description of support services, including scope and exclusions
2. Schedule 2 - Service Levels: Detailed service level requirements, measurement methods, and reporting
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms
4. Schedule 4 - Escalation Procedures: Support ticket categorization and escalation processes
5. Schedule 5 - Key Personnel: Details of key service provider personnel and roles
6. Schedule 6 - Technical Requirements: Technical specifications and requirements for support services
7. Schedule 7 - Service Locations: Locations where services will be provided and/or accessed from
8. Appendix A - Service Request Form: Template for requesting support services
9. Appendix B - Report Templates: Standard templates for service level and performance reporting
Relevant legal definitions
Acceptance Criteria
Additional Services
Applicable Laws
Authorized Representative
Business Day
Business Hours
Change Request
Charges
Commencement Date
Confidential Information
Contract Year
Core Hours
Critical Incident
Customer Data
Customer Materials
Deliverables
Documentation
Emergency Maintenance
Escalation Process
Force Majeure Event
GST
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Major Incident
Minor Incident
Non-Business Hours
Out of Scope Services
Performance Reports
Personal Information
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Levels
Service Level Agreement
Service Provider Materials
Service Request
Services
Site
Specifications
Support Hours
Support Services
Support Staff
System
Term
Third Party Products
Transition Period
Transition Plan
Unscheduled Downtime
Upgrades
User
Workaround
Additional Services
Applicable Laws
Authorized Representative
Business Day
Business Hours
Change Request
Charges
Commencement Date
Confidential Information
Contract Year
Core Hours
Critical Incident
Customer Data
Customer Materials
Deliverables
Documentation
Emergency Maintenance
Escalation Process
Force Majeure Event
GST
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Major Incident
Minor Incident
Non-Business Hours
Out of Scope Services
Performance Reports
Personal Information
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Levels
Service Level Agreement
Service Provider Materials
Service Request
Services
Site
Specifications
Support Hours
Support Services
Support Staff
System
Term
Third Party Products
Transition Period
Transition Plan
Unscheduled Downtime
Upgrades
User
Workaround
Clauses
Service Provision
Service Levels
Performance Standards
Response Times
Fees and Payment
Term and Termination
Confidentiality
Data Protection
Privacy
Intellectual Property
Liability
Indemnification
Force Majeure
Insurance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Service Credits
Change Management
Escalation Procedures
Customer Obligations
Security Requirements
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Personnel
Notice
Interpretation
Variation
Entire Agreement
Severability
Third Party Rights
Anti-Bribery
Modern Slavery
Work Health and Safety
Records Management
Reporting
Exit Management
Service Levels
Performance Standards
Response Times
Fees and Payment
Term and Termination
Confidentiality
Data Protection
Privacy
Intellectual Property
Liability
Indemnification
Force Majeure
Insurance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Service Credits
Change Management
Escalation Procedures
Customer Obligations
Security Requirements
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Personnel
Notice
Interpretation
Variation
Entire Agreement
Severability
Third Party Rights
Anti-Bribery
Modern Slavery
Work Health and Safety
Records Management
Reporting
Exit Management
Relevant Industries
Information Technology
Telecommunications
Healthcare
Financial Services
Professional Services
Manufacturing
Retail
Education
Government
Mining
Construction
Utilities
Transport and Logistics
Relevant Teams
Legal
Procurement
Information Technology
Operations
Customer Support
Service Delivery
Compliance
Risk Management
Commercial
Vendor Management
Contract Administration
Technical Support
Relevant Roles
Chief Information Officer
IT Manager
Procurement Manager
Contract Manager
Operations Manager
Service Delivery Manager
Legal Counsel
Compliance Officer
Support Manager
Commercial Manager
Project Manager
Vendor Manager
Business Analyst
Technical Support Lead
Customer Success Manager
Risk Manager
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