This Support Contract template is designed for use in the Malaysian jurisdiction when establishing formal support service arrangements between service providers and customers. It incorporates key requirements under Malaysian law, including compliance with the Contracts Act 1950, Service Tax Act 2018, and where applicable, the Personal Data Protection Act 2010. The document is particularly relevant for ongoing support services in technical, operational, or maintenance contexts, providing comprehensive coverage of service levels, response times, fee structures, and performance metrics. It includes essential provisions for both standard and emergency support scenarios, making it suitable for various business sectors while ensuring proper risk allocation and clear operational procedures.
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1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and brief description of the support services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided, including coverage hours and response times
5. Service Provider Obligations: Key responsibilities and commitments of the service provider
6. Customer Obligations: Customer's responsibilities and requirements for enabling service delivery
7. Service Levels: Performance standards and metrics for service delivery
8. Fees and Payment: Pricing, payment terms, and invoicing procedures
9. Term and Termination: Duration of the agreement and circumstances for termination
10. Confidentiality: Protection and handling of confidential information
11. Liability and Indemnification: Limitation of liability and indemnification obligations
12. Force Majeure: Provisions for handling events beyond parties' reasonable control
13. Governing Law: Specification of Malaysian law as governing law and jurisdiction
14. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
1. Data Protection: Required when personal data processing is involved, ensuring compliance with PDPA 2010
2. Intellectual Property: Needed when support services involve software, documentation, or other IP
3. Insurance: Include when specific insurance coverage is required for service delivery
4. Security Requirements: Required when support involves access to customer systems or sensitive information
5. Disaster Recovery: Include for critical support services requiring business continuity planning
6. Training: When service provider must provide training to customer personnel
7. Equipment: Include when support services require specific equipment provision or maintenance
8. Third-Party Services: Required when subcontractors or third-party services are involved
1. Schedule 1 - Service Level Agreement: Detailed service levels, KPIs, and performance measurement criteria
2. Schedule 2 - Fee Schedule: Detailed pricing, payment structure, and any variable fees
3. Schedule 3 - Support Services Description: Detailed technical specifications and scope of support services
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for service issues
5. Schedule 5 - Service Locations: List of locations where support services will be provided
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Report Templates: Standard templates for service reports and documentation
Relevant legal definitions
Agreement
Business Day
Confidential Information
Customer
Customer Personnel
Emergency Support
Fees
Force Majeure Event
Intellectual Property Rights
Maintenance Window
Normal Business Hours
Personal Data
Response Time
Resolution Time
Service Credits
Service Hours
Service Levels
Service Location
Service Provider
Service Provider Personnel
Services
Support Request
Support Level
Support Services
Term
Territory
Upgrades
Working Hours
Business Day
Confidential Information
Customer
Customer Personnel
Emergency Support
Fees
Force Majeure Event
Intellectual Property Rights
Maintenance Window
Normal Business Hours
Personal Data
Response Time
Resolution Time
Service Credits
Service Hours
Service Levels
Service Location
Service Provider
Service Provider Personnel
Services
Support Request
Support Level
Support Services
Term
Territory
Upgrades
Working Hours
Clauses
Service Scope
Service Levels
Response Times
Performance Standards
Payment Terms
Fees and Charges
Term and Duration
Termination
Service Provider Obligations
Customer Obligations
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Force Majeure
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Service Credits
Reporting
Security
Business Continuity
Notice
Amendment
Entire Agreement
Severability
Service Levels
Response Times
Performance Standards
Payment Terms
Fees and Charges
Term and Duration
Termination
Service Provider Obligations
Customer Obligations
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Force Majeure
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Service Credits
Reporting
Security
Business Continuity
Notice
Amendment
Entire Agreement
Severability
Relevant Industries
Information Technology
Manufacturing
Healthcare
Financial Services
Telecommunications
Professional Services
Retail
Education
Industrial Services
Property Management
Relevant Teams
Legal
Operations
Service Delivery
Technical Support
Customer Success
Procurement
Information Technology
Facilities Management
Quality Assurance
Account Management
Contract Administration
Relevant Roles
Operations Manager
Service Delivery Manager
Contract Administrator
Technical Support Manager
Customer Success Manager
Procurement Manager
IT Director
Facilities Manager
Legal Counsel
Chief Technology Officer
Account Manager
Support Team Lead
Maintenance Supervisor
Quality Assurance Manager
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