This Support Contract template is designed for use in the Swiss jurisdiction, providing a legally compliant framework for establishing support service relationships between service providers and their clients. It is particularly valuable when organizations need to formalize ongoing technical, operational, or maintenance support arrangements. The document incorporates key provisions required under Swiss law, especially the Swiss Code of Obligations, while addressing practical business requirements such as service levels, response times, and performance metrics. This template is suitable for various support scenarios, from IT services to equipment maintenance, and can be customized based on the specific nature of support services being provided. The Support Contract includes comprehensive provisions for data protection, confidentiality, and liability allocation, making it suitable for both domestic Swiss operations and international business relationships where Swiss law governs.
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1. Parties: Identification and details of the service provider and the client
2. Background: Context of the support arrangement and brief description of the parties' business relationship
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of the support services to be provided
5. Service Provider's Obligations: Key responsibilities and commitments of the service provider
6. Client's Obligations: Key responsibilities and commitments of the client
7. Service Levels: Performance standards and response times for support services
8. Fees and Payment Terms: Pricing, payment schedule, and invoice procedures
9. Term and Termination: Duration of the agreement and termination provisions
10. Confidentiality: Protection of confidential information exchanged during service provision
11. Liability and Indemnification: Limitation of liability and indemnification obligations
12. Force Majeure: Provisions for handling events beyond parties' reasonable control
13. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction
14. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Data Protection: Required when personal data processing is involved in providing support services
2. Intellectual Property Rights: Needed when support services involve software, documentation, or other IP
3. Non-Solicitation: Optional clause preventing hiring of each other's employees
4. Insurance: Required for high-risk support services or when dealing with valuable assets
5. Export Control: Necessary when support services involve cross-border technical data transfer
6. Business Continuity: Important for critical support services requiring disaster recovery planning
7. Audit Rights: Optional provision allowing client to audit service provider's performance
8. Security Requirements: Needed when support involves access to sensitive systems or data
1. Schedule 1 - Service Description: Detailed technical specification of support services
2. Schedule 2 - Service Level Agreement: Detailed metrics, KPIs, and performance standards
3. Schedule 3 - Fee Schedule: Detailed pricing structure and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for support issues
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Support Procedures: Detailed procedures for requesting and providing support
7. Appendix B - Report Templates: Standard templates for service reports and documentation
8. Appendix C - Security Protocols: Security procedures and requirements if applicable
Relevant legal definitions
Agreement
Applicable Law
Business Day
Business Hours
Charges
Confidential Information
Contract Year
Critical Issue
Customer Data
Documentation
Emergency Support
Escalation Procedure
Force Majeure Event
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Out-of-Hours Support
Personal Data
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Levels
Service Level Agreement (SLA)
Services
Software
Support Request
Support Services
Support Team
System
Term
Territory
Third Party Software
Updates
Upgrades
User
Workaround
Applicable Law
Business Day
Business Hours
Charges
Confidential Information
Contract Year
Critical Issue
Customer Data
Documentation
Emergency Support
Escalation Procedure
Force Majeure Event
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Out-of-Hours Support
Personal Data
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Levels
Service Level Agreement (SLA)
Services
Software
Support Request
Support Services
Support Team
System
Term
Territory
Third Party Software
Updates
Upgrades
User
Workaround
Clauses
Interpretation
Service Provision
Service Levels
Performance Standards
Response Times
Fee Payment
Invoicing
Service Credits
Key Personnel
Staff Qualification
Documentation
Quality Assurance
Acceptance Testing
Change Control
Maintenance
Technical Support
Customer Obligations
Access Rights
Cooperation
Data Protection
Data Security
Confidentiality
Intellectual Property
Warranties
Service Provider Warranties
Liability Limitation
Indemnification
Force Majeure
Insurance
Term Duration
Renewal
Termination Rights
Termination Consequences
Exit Management
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Assignment
Subcontracting
Notice Requirements
Dispute Resolution
Governing Law
Jurisdiction
Entire Agreement
Severability
Amendment
Non-Solicitation
Escalation Procedures
Service Reporting
Review Meetings
Service Provision
Service Levels
Performance Standards
Response Times
Fee Payment
Invoicing
Service Credits
Key Personnel
Staff Qualification
Documentation
Quality Assurance
Acceptance Testing
Change Control
Maintenance
Technical Support
Customer Obligations
Access Rights
Cooperation
Data Protection
Data Security
Confidentiality
Intellectual Property
Warranties
Service Provider Warranties
Liability Limitation
Indemnification
Force Majeure
Insurance
Term Duration
Renewal
Termination Rights
Termination Consequences
Exit Management
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Assignment
Subcontracting
Notice Requirements
Dispute Resolution
Governing Law
Jurisdiction
Entire Agreement
Severability
Amendment
Non-Solicitation
Escalation Procedures
Service Reporting
Review Meetings
Relevant Industries
Information Technology
Software Development
Manufacturing
Healthcare
Financial Services
Telecommunications
Professional Services
Industrial Equipment
Real Estate
Education
Retail
Energy
Transportation
Hospitality
Construction
Relevant Teams
Legal
Procurement
Operations
Information Technology
Facilities Management
Technical Support
Service Delivery
Commercial
Account Management
Vendor Management
Contract Administration
Business Development
Maintenance
Relevant Roles
Legal Counsel
Contract Manager
Procurement Manager
IT Director
Operations Manager
Service Delivery Manager
Technical Support Manager
Facilities Manager
Maintenance Supervisor
Account Manager
Business Development Manager
Chief Technology Officer
Chief Operations Officer
Vendor Relations Manager
Support Services Director
Commercial Manager
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