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Support Agreement

Support Agreement Template for Belgium

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Key Requirements PROMPT example:

Support Agreement

"I need a Support Agreement for my IT consulting company to provide 24/7 cloud infrastructure support services to a Belgian pharmaceutical company, including strict data protection measures and service level commitments with response times under 30 minutes for critical incidents, starting March 1, 2025."

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Document background
The Support Agreement serves as a critical legal framework for establishing and managing support service relationships under Belgian law. It is commonly used when a service provider agrees to deliver ongoing technical, operational, or professional support to a client organization. The document details service scope, performance standards, response times, and commercial terms while ensuring compliance with Belgian civil and commercial law requirements. This agreement type is essential for businesses requiring structured support arrangements, whether for IT systems, equipment maintenance, professional services, or technical assistance. The Support Agreement includes comprehensive provisions for service delivery, quality assurance, issue resolution, and performance monitoring, making it suitable for both straightforward and complex support arrangements. It incorporates necessary elements to comply with Belgian contract law while providing flexibility to accommodate specific service requirements and industry standards.
Suggested Sections

1. Parties: Identification and details of the service provider and the client

2. Background: Context of the agreement and brief description of the parties' objectives

3. Definitions and Interpretation: Definitions of key terms and interpretation rules

4. Scope of Services: Detailed description of support services to be provided

5. Service Provider Obligations: Key responsibilities and commitments of the service provider

6. Client Obligations: Responsibilities and requirements of the client

7. Service Levels: Performance standards, response times, and quality metrics

8. Fees and Payment: Pricing, payment terms, invoicing, and payment methods

9. Term and Termination: Duration of agreement, renewal terms, and termination provisions

10. Intellectual Property Rights: Ownership and usage rights of any IP involved in the services

11. Confidentiality: Protection and handling of confidential information

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

13. Force Majeure: Provisions for handling events beyond parties' control

14. General Provisions: Standard legal clauses including notices, amendments, and governing law

Optional Sections

1. Equipment Provision: Include when support involves provision or maintenance of specific equipment

2. Data Protection: Required when personal data processing is involved, detailing GDPR compliance

3. Security Requirements: Include for services involving access to client systems or sensitive data

4. Staff and Personnel: Necessary when on-site support or dedicated staff are part of the service

5. Disaster Recovery: Include for critical support services requiring business continuity planning

6. Insurance: Add when specific insurance coverage is required for the services

7. Compliance Requirements: Include when specific regulatory compliance is necessary

8. Service Credits: Add when financial penalties apply for missing service levels

Suggested Schedules

1. Schedule 1 - Service Description: Detailed technical specification of support services

2. Schedule 2 - Service Level Agreement: Detailed performance metrics, measurement methods, and remedies

3. Schedule 3 - Pricing and Payment Terms: Detailed fee structure, rates, and payment conditions

4. Schedule 4 - Support Procedures: Operational procedures, escalation paths, and contact details

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Appendix A - Incident Classification: Definitions and response times for different incident levels

7. Appendix B - Report Templates: Standard formats for service reports and documentation

8. Appendix C - Contact Details: Key contacts and escalation matrix for both parties

Authors

Alex Denne

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

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Business Day
Business Hours
Charges
Client
Client Equipment
Client Materials
Commencement Date
Confidential Information
Critical Incident
Data Protection Laws
Documentation
Emergency Maintenance
Escalation Procedure
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Personal Data
Planned Maintenance
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Levels
Service Provider
Services
Site
Support Request
Support Services
Support Staff
System
Term
Third Party Software
Updates
Upgrades
User
Working Hours
Clauses
Services Scope
Service Levels
Performance Standards
Response Times
Support Hours
Fees and Payments
Invoicing
Term and Duration
Termination
Client Obligations
Provider Obligations
Personnel
Acceptance Testing
Quality Assurance
Maintenance
Change Management
Escalation Procedures
Reporting
Monitoring
Confidentiality
Data Protection
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Insurance
Compliance
Audit Rights
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendments
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Business Continuity
Security Requirements
Relevant Industries

Information Technology

Telecommunications

Professional Services

Manufacturing

Healthcare

Financial Services

Retail

Education

Energy

Transportation

Construction

Software Development

Relevant Teams

Legal

Operations

Information Technology

Procurement

Service Delivery

Account Management

Compliance

Risk Management

Commercial

Technical Support

Customer Success

Business Development

Relevant Roles

Legal Counsel

Contract Manager

Service Delivery Manager

Operations Director

IT Manager

Procurement Manager

Support Manager

Technical Director

Account Executive

Commercial Director

Compliance Officer

Risk Manager

Business Development Manager

Chief Technology Officer

Chief Operations Officer

Industries
Belgian Civil Code (Code Civil/Burgerlijk Wetboek): Primary legislation governing contracts in Belgium, including formation, execution, and termination of contracts, as well as general obligations of parties
Belgian Code of Economic Law (Code de droit économique/Wetboek van economisch recht): Regulates business-to-business and business-to-consumer relationships, including unfair contract terms and commercial practices
EU General Data Protection Regulation (GDPR): Crucial for support agreements involving personal data processing, setting requirements for data handling, security, and privacy
Belgian Enterprise Law: Governs commercial relationships between enterprises, including provisions on payment terms and commercial disputes
Belgian Value Added Tax Code: Relevant for billing and invoicing aspects of support services, including VAT obligations and requirements
Belgian Labor Law (if applicable): Important if the support agreement involves deployment of personnel or on-site support services
EU Consumer Rights Directive (if B2C): Applies if the support agreement is with consumers, providing additional protection and specific requirements
Belgian Electronic Communications Law: Relevant for support services provided through electronic means or telecommunications
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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