Support Agreement Template for Malaysia

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Key Requirements PROMPT example:

Support Agreement

"I need a Support Agreement for IT infrastructure maintenance services to be provided to our manufacturing facility in Penang, Malaysia, starting from March 1, 2025, with specific provisions for 24/7 emergency support and monthly performance reporting."

Document background

The Support Agreement serves as a crucial document for businesses operating in Malaysia that require or provide ongoing support services. It is designed to comply with Malaysian legal requirements while establishing a clear framework for service delivery, performance standards, and commercial terms. This agreement is particularly relevant when organizations need to formalize their support arrangements, whether for IT systems, equipment maintenance, customer service, or other technical support services. The document addresses key aspects such as service levels, response times, fee structures, and operational procedures, while incorporating necessary provisions to comply with Malaysian regulations including the Contracts Act 1950, Consumer Protection Act 1999, and where applicable, the Personal Data Protection Act 2010.

Suggested Sections

1. Parties: Identifies and provides details of the service provider and the client

2. Background: Sets out the context and purpose of the support agreement

3. Definitions: Defines key terms used throughout the agreement

4. Scope of Services: Details the support services to be provided

5. Service Levels: Specifies the agreed service levels, response times, and performance metrics

6. Customer Obligations: Outlines the responsibilities and obligations of the customer

7. Fees and Payment: Details the fee structure, payment terms, and invoicing procedures

8. Term and Termination: Specifies the duration of the agreement and termination provisions

9. Confidentiality: Addresses the protection and handling of confidential information

10. Intellectual Property: Covers ownership and usage rights of any IP involved in the support services

11. Liability and Indemnification: Sets out liability limitations and indemnification obligations

12. Force Majeure: Addresses circumstances beyond parties' control affecting service delivery

13. Governing Law and Jurisdiction: Specifies Malaysian law as governing law and jurisdiction

14. General Provisions: Includes standard boilerplate clauses like notices, amendments, and assignment

Optional Sections

1. Data Protection: Required if personal data processing is involved in providing support services

2. Security Requirements: Needed if support involves access to sensitive systems or information

3. Disaster Recovery: Include if business continuity and disaster recovery procedures are critical

4. Personnel Requirements: Required if specific qualifications or security clearances are needed for support staff

5. Subcontracting: Include if the service provider may need to subcontract certain support services

6. Insurance: Add if specific insurance coverage requirements are necessary

7. Audit Rights: Include if the customer requires rights to audit the support services

8. Change Control: Required for agreements where scope or services may need formal variation procedures

Suggested Schedules

1. Schedule 1 - Service Descriptions: Detailed descriptions of each support service to be provided

2. Schedule 2 - Service Level Agreement: Detailed service levels, KPIs, and measurement methods

3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms

4. Schedule 4 - Escalation Procedures: Support ticket escalation procedures and contact details

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

6. Appendix A - Contact Details: Key contacts for both parties including emergency contacts

7. Appendix B - Report Templates: Templates for required service reports and performance metrics

8. Appendix C - Support Procedures: Detailed operational procedures for support service delivery

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

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Information Technology

Telecommunications

Manufacturing

Healthcare

Financial Services

Education

Retail

Professional Services

Infrastructure

Energy

Logistics

Real Estate

Relevant Teams

Legal

Operations

Information Technology

Procurement

Customer Support

Technical Support

Service Delivery

Facilities Management

Commercial

Compliance

Contract Management

Account Management

Relevant Roles

Chief Technology Officer

Head of Operations

Support Manager

Service Delivery Manager

Procurement Manager

Contract Manager

Legal Counsel

Operations Director

IT Manager

Customer Support Manager

Technical Support Lead

Facilities Manager

Maintenance Manager

Account Manager

Commercial Director

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Legal Contract

A standard legal contract template compliant with Malaysian law, suitable for establishing binding agreements between various types of parties operating within Malaysian jurisdiction.

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Let's create your Support Agreement

Authors

Alex Denne

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