The IT Support Contract is designed for use when establishing a formal relationship between an IT service provider and a client organization in the Netherlands. This agreement is essential when organizations need ongoing technical support, maintenance, and assistance for their IT infrastructure, systems, or applications. The contract addresses crucial aspects such as service level agreements (SLAs), response times, support channels, and escalation procedures, while ensuring compliance with Dutch law and GDPR requirements. It is particularly relevant in today's digital business environment where reliable IT support is critical for business continuity. The document can be customized to cover various support scenarios, from basic helpdesk services to comprehensive managed IT services, making it suitable for both small businesses and large enterprises.
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1. Parties: Identification of the service provider and client, including registered addresses and company details
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Scope of Services: Detailed description of IT support services to be provided, including types of support, coverage hours, and service channels
5. Service Level Agreement: Response times, resolution times, priority levels, and performance metrics
6. Client Obligations: Client's responsibilities, including providing access, information, and maintaining minimum system requirements
7. Fees and Payment: Pricing structure, payment terms, invoicing schedule, and late payment consequences
8. Term and Termination: Contract duration, renewal terms, and termination conditions
9. Confidentiality: Protection of confidential information and data security obligations
10. Data Protection: GDPR compliance and data processing terms
11. Liability and Indemnification: Limitation of liability, warranties, and indemnification provisions
12. Force Majeure: Circumstances under which parties are excused from performance
13. General Provisions: Standard legal clauses including notices, assignment, and governing law
1. Third-Party Services: Include when subcontractors or third-party software/services are part of the support arrangement
2. Hardware Support: Include when physical IT equipment maintenance is part of the service scope
3. On-Site Support: Include when in-person support services are provided
4. Training Services: Include when user training or knowledge transfer is part of the support package
5. Disaster Recovery: Include when disaster recovery services are part of the support scope
6. Security Requirements: Include when specific security protocols or certifications are required
7. Change Management: Include when formal change control procedures are needed
8. Service Credits: Include when financial penalties apply for missing service levels
1. Schedule 1 - Service Description: Detailed technical specifications of support services and coverage
2. Schedule 2 - Service Level Agreement Details: Comprehensive SLA metrics, measurement methods, and reporting procedures
3. Schedule 3 - Fee Schedule: Detailed pricing breakdown, including standard and optional services
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule 5 - Technical Requirements: Minimum system requirements and technical specifications for supported systems
6. Appendix A - Incident Management Procedure: Detailed process for reporting, tracking, and resolving support incidents
7. Appendix B - Change Request Procedure: Process for requesting and implementing changes to the support scope or systems
8. Appendix C - Security Policies: Detailed security protocols and compliance requirements
Relevant legal definitions
Agreement
Authorized Users
Business Day
Business Hours
Change Request
Client
Client Data
Client Systems
Confidential Information
Critical Incident
Data Controller
Data Processor
Data Protection Laws
Documentation
Emergency Maintenance
Escalation Procedure
Fees
Force Majeure Event
GDPR
Help Desk
Incident
Initial Term
Intellectual Property Rights
IT Infrastructure
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
On-Site Support
Personal Data
Priority Levels
Remote Support
Renewal Term
Response Time
Resolution Time
Service Credits
Service Levels
Service Provider
Services
Software
Specifications
Support Hours
Support Request
Support Services
System
Technical Requirements
Third-Party Products
Upgrades
User
Work Order
Authorized Users
Business Day
Business Hours
Change Request
Client
Client Data
Client Systems
Confidential Information
Critical Incident
Data Controller
Data Processor
Data Protection Laws
Documentation
Emergency Maintenance
Escalation Procedure
Fees
Force Majeure Event
GDPR
Help Desk
Incident
Initial Term
Intellectual Property Rights
IT Infrastructure
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
On-Site Support
Personal Data
Priority Levels
Remote Support
Renewal Term
Response Time
Resolution Time
Service Credits
Service Levels
Service Provider
Services
Software
Specifications
Support Hours
Support Request
Support Services
System
Technical Requirements
Third-Party Products
Upgrades
User
Work Order
Clauses
Definitions
Service Scope
Service Levels
Performance Standards
Support Hours
Response Times
Incident Management
Change Management
Client Obligations
Provider Obligations
Data Protection
GDPR Compliance
Confidentiality
Intellectual Property
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Staff and Resources
Subcontracting
Audit Rights
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Severability
Third Party Rights
Anti-Bribery
Insurance
Security Requirements
Business Continuity
Disaster Recovery
Warranty
Service Reporting
Escalation Procedures
Amendment
Waiver
Service Scope
Service Levels
Performance Standards
Support Hours
Response Times
Incident Management
Change Management
Client Obligations
Provider Obligations
Data Protection
GDPR Compliance
Confidentiality
Intellectual Property
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Staff and Resources
Subcontracting
Audit Rights
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Severability
Third Party Rights
Anti-Bribery
Insurance
Security Requirements
Business Continuity
Disaster Recovery
Warranty
Service Reporting
Escalation Procedures
Amendment
Waiver
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Education
Professional Services
Government
Telecommunications
Media and Entertainment
Transportation and Logistics
Energy and Utilities
Relevant Teams
Information Technology
Legal
Procurement
Operations
Compliance
Risk Management
Service Delivery
Technical Support
Infrastructure
Help Desk
Contract Management
Vendor Management
Relevant Roles
Chief Information Officer
IT Director
Head of IT Operations
IT Support Manager
Service Delivery Manager
Procurement Manager
Legal Counsel
Compliance Officer
IT Contract Manager
Technical Support Lead
Operations Manager
Chief Technology Officer
IT Service Manager
Infrastructure Manager
Help Desk Manager
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