Support Contracts are essential documents used when establishing ongoing service support relationships between providers and clients. These contracts are particularly relevant in today's service-oriented economy, where businesses rely heavily on external support for various operational aspects. A Support Contract clearly defines the scope of services, performance standards, and mutual obligations while ensuring compliance with U.S. federal and state regulations. This document is crucial for protecting both parties' interests, establishing clear expectations, and providing a framework for issue resolution. It typically includes detailed service level agreements (SLAs), response time commitments, pricing structures, and termination conditions. The agreement becomes especially important in regulated industries where specific compliance requirements must be met.
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1. Parties: Identification of service provider and client with full legal names and addresses
2. Background: Context of the support arrangement and general purpose
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 invoicing procedures
8. Warranties and Representations: Guarantees and statements made by both parties
9. Limitation of Liability: Caps on liability and exclusions
10. Governing Law: Jurisdiction and applicable laws
1. Data Protection: Provisions for handling personal or sensitive data, including compliance with privacy laws
2. Compliance Requirements: Industry-specific regulatory compliance obligations and certifications
3. Insurance Requirements: Specific insurance coverage obligations and minimum coverage amounts
4. Force Majeure: Provisions for handling circumstances beyond parties' control
5. Intellectual Property Rights: Ownership and usage rights of any IP involved in support services
1. Schedule 1 - Service Level Agreement (SLA): Detailed metrics, performance standards, and response times
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
3. Schedule 3 - Support Procedures: Step-by-step procedures for requesting and receiving support
4. Schedule 4 - Contact Details: Key personnel, escalation procedures, and communication protocols
5. Schedule 5 - Data Processing Agreement: Detailed terms for handling and processing data (if applicable)
Relevant legal definitions
Agreement
Business Day
Business Hours
Confidential Information
Commencement Date
Critical Issue
Documentation
Emergency Support
Fees
Force Majeure Event
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Priority Levels
Response Time
Resolution Time
Services
Service Credits
Service Levels
Service Level Agreement (SLA)
Support Hours
Support Request
Support Services
System
Term
Third-Party Products
Updates
Upgrades
User
Working Hours
Business Day
Business Hours
Confidential Information
Commencement Date
Critical Issue
Documentation
Emergency Support
Fees
Force Majeure Event
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Priority Levels
Response Time
Resolution Time
Services
Service Credits
Service Levels
Service Level Agreement (SLA)
Support Hours
Support Request
Support Services
System
Term
Third-Party Products
Updates
Upgrades
User
Working Hours
Clauses
Definitions and Interpretation
Service Scope
Service Levels
Performance Standards
Response Times
Support Hours
Fees and Payment
Term and Termination
Service Provider Obligations
Client Obligations
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Insurance
Change Control
Dispute Resolution
Assignment
Subcontracting
Notice Requirements
Escalation Procedures
Service Credits
Disaster Recovery
Business Continuity
Audit Rights
Compliance with Laws
Governing Law
Entire Agreement
Service Scope
Service Levels
Performance Standards
Response Times
Support Hours
Fees and Payment
Term and Termination
Service Provider Obligations
Client Obligations
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Insurance
Change Control
Dispute Resolution
Assignment
Subcontracting
Notice Requirements
Escalation Procedures
Service Credits
Disaster Recovery
Business Continuity
Audit Rights
Compliance with Laws
Governing Law
Entire Agreement
Relevant Industries
Relevant Teams
Relevant Roles
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