Support Agreements are essential documents used when establishing ongoing support services between providers and customers. These agreements are particularly important in the United States where they must comply with both federal and state-specific regulations. A Support Agreement typically outlines detailed service levels, response times, support procedures, and payment terms. It's commonly used in technology, manufacturing, and service industries where regular maintenance, troubleshooting, or technical assistance is required. The agreement provides clear guidelines for issue resolution, escalation procedures, and performance metrics while protecting both parties' interests through well-defined terms and conditions.
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1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the support agreement
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided
5. Service Levels: Performance standards and metrics
6. Term and Termination: Duration and conditions for ending the agreement
7. Fees and Payment: Pricing, payment terms, and billing procedures
8. Warranties and Representations: Promises and guarantees made by both parties
9. Limitation of Liability: Caps and exclusions on liability
10. Confidentiality: Protection of confidential information
11. Force Majeure: Provisions for unforeseeable circumstances
12. Governing Law: Jurisdiction and applicable laws
1. Data Protection: Terms governing the handling and protection of personal data
2. Disaster Recovery: Procedures for system failures or emergencies
3. Training: Terms for provided training services
4. Insurance: Required insurance coverage and terms
5. Intellectual Property: Rights and obligations regarding IP
6. Change Control: Process for managing changes to services or agreement
1. Service Level Agreement (SLA): Detailed performance metrics and standards
2. Fee Schedule: Detailed breakdown of costs and charges
3. Support Procedures: Step-by-step support processes and escalation procedures
4. Contact Details: Key contacts for both parties
5. Technical Requirements: Specific technical specifications and requirements
6. Service Hours and Coverage: Detailed schedule of support availability and coverage
Relevant legal definitions
Agreement
Business Day
Business Hours
Charges
Confidential Information
Customer
Customer Data
Documentation
Effective Date
Emergency Support
Fees
Force Majeure Event
Initial Term
Intellectual Property Rights
Maintenance Window
Normal Business Hours
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failures
Service Provider
Services
Software
Support Hours
Support Request
Support Services
Support Team
System
Term
Third-Party Products
Upgrades
User
Business Day
Business Hours
Charges
Confidential Information
Customer
Customer Data
Documentation
Effective Date
Emergency Support
Fees
Force Majeure Event
Initial Term
Intellectual Property Rights
Maintenance Window
Normal Business Hours
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failures
Service Provider
Services
Software
Support Hours
Support Request
Support Services
Support Team
System
Term
Third-Party Products
Upgrades
User
Clauses
Scope of Services
Service Levels
Response Times
Performance Standards
Support Hours
Fees and Payment
Term and Termination
Service Credits
Escalation Procedures
Customer Obligations
Provider Obligations
Intellectual Property Rights
Confidentiality
Data Protection
Liability
Indemnification
Force Majeure
Insurance
Dispute Resolution
Service Reporting
Change Management
Subcontracting
Personnel
Access and Security
Disaster Recovery
Business Continuity
Warranties
Assignment
Notices
Governing Law
Entire Agreement
Service Levels
Response Times
Performance Standards
Support Hours
Fees and Payment
Term and Termination
Service Credits
Escalation Procedures
Customer Obligations
Provider Obligations
Intellectual Property Rights
Confidentiality
Data Protection
Liability
Indemnification
Force Majeure
Insurance
Dispute Resolution
Service Reporting
Change Management
Subcontracting
Personnel
Access and Security
Disaster Recovery
Business Continuity
Warranties
Assignment
Notices
Governing Law
Entire Agreement
Relevant Industries
Relevant Teams
Relevant Roles
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