The Software Maintenance Agreement is essential for businesses operating in India that rely on software systems requiring ongoing maintenance and support. This document is typically used when a company needs to establish a formal relationship with a service provider for the continuous maintenance of their software applications. It addresses critical aspects such as service level agreements, maintenance schedules, bug fixes, updates, and technical support, while ensuring compliance with Indian IT laws and regulations. The agreement becomes particularly important in the Indian context where software services are heavily regulated under the Information Technology Act, 2000, and related data protection rules. It provides both parties with clear guidelines on their rights, responsibilities, and remedies while establishing a framework for maintaining software performance and reliability.
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1. Parties: Identification and details of the service provider and client
2. Background: Context of the agreement and relationship between parties
3. Definitions: Defined terms used throughout the agreement
4. Scope of Services: Detailed description of maintenance services to be provided
5. Term and Renewal: Duration of the agreement and renewal terms
6. Service Provider Obligations: Key responsibilities and commitments of the maintenance provider
7. Client Obligations: Client's responsibilities and requirements for enabling service delivery
8. Service Levels: Performance standards, response times, and measurement criteria
9. Fees and Payment Terms: Pricing, payment schedule, and related financial terms
10. Intellectual Property Rights: Ownership and rights related to software and modifications
11. Confidentiality: Protection and handling of confidential information
12. Data Protection: Compliance with data protection laws and data handling procedures
13. Limitation of Liability: Limits on parties' liability and exclusions
14. Termination: Conditions and procedures for ending the agreement
15. General Provisions: Standard legal clauses including notices, governing law, etc.
1. Change Control: Procedures for requesting and implementing changes to services or specifications
2. Disaster Recovery: Procedures for handling system failures and data recovery
3. Third-Party Software: Terms relating to maintenance of third-party components
4. Training: Provisions for training client staff on maintained software
5. Security Requirements: Specific security protocols and compliance requirements
6. Audit Rights: Client's rights to audit service provider's performance and compliance
7. Insurance: Specific insurance requirements for high-value or high-risk maintenance
8. Source Code Escrow: Terms for source code protection and access rights
9. Service Credits: Compensation scheme for service level failures
1. Schedule 1 - Service Level Agreement: Detailed service levels, metrics, and measurement methods
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
3. Schedule 3 - Maintained Software: List and description of software covered by maintenance
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for maintenance
5. Schedule 5 - Support Procedures: Detailed procedures for requesting and providing support
6. Schedule 6 - Contact Details: Key contacts and escalation procedures
7. Appendix A - Service Request Form: Standard form for requesting maintenance services
8. Appendix B - Change Request Form: Template for requesting changes to services or software
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