This Support Contract template is designed for use in New Zealand business contexts where ongoing support services are required, whether technical, professional, or operational in nature. It provides a structured framework for defining service delivery parameters, performance standards, and mutual obligations between service providers and their clients. The document incorporates requirements from New Zealand's legal framework, including the Contract and Commercial Law Act 2017 and consumer protection legislation. It is particularly valuable for businesses establishing long-term support relationships, requiring regular service delivery, maintenance, or technical assistance. The contract includes comprehensive provisions for service levels, response times, payment terms, and dispute resolution, making it suitable for both straightforward support arrangements and complex service delivery relationships.
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1. Parties: Identification of the service provider and the client, including full legal names and registered addresses
2. Background: Context of the agreement, including brief description of the services and the parties' objectives
3. Definitions and Interpretation: Definitions of key terms used throughout the agreement and rules of interpretation
4. Term and Commencement: Duration of the agreement, including start date, initial term, and renewal provisions
5. Support Services: Detailed description of the support services to be provided, including scope and exclusions
6. Service Provider's Obligations: Key responsibilities and commitments of the service provider
7. Client's Obligations: Key responsibilities and commitments of the client, including access and cooperation requirements
8. Service Levels: Performance standards, response times, and measurement criteria
9. Fees and Payment: Pricing, payment terms, invoicing procedures, and any rate adjustments
10. Intellectual Property: Ownership and usage rights of any IP involved in service delivery
11. Confidentiality: Protection and handling of confidential information
12. Liability and Indemnity: Limitation of liability, indemnities, and insurance requirements
13. Termination: Grounds for termination, notice periods, and consequences of termination
14. General Provisions: Standard boilerplate clauses including notices, assignment, governing law
1. Change Management: Procedures for requesting and implementing changes to services or terms - include when significant service modifications are anticipated
2. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical support services
3. Security Requirements: Specific security protocols and requirements - include when handling sensitive data or systems
4. Staff and Personnel: Requirements for service provider's personnel, including qualifications - include when specific expertise is required
5. Transition Services: Procedures for transitioning services in or out - include for complex support arrangements
6. Compliance Requirements: Specific regulatory or industry compliance obligations - include for regulated industries
7. Performance Reviews: Regular service review and governance procedures - include for long-term or high-value contracts
1. Schedule 1 - Service Specifications: Detailed technical specifications of the support services
2. Schedule 2 - Service Level Agreement: Detailed service levels, KPIs, and measurement methodology
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms
4. Schedule 4 - Escalation Procedures: Support ticket categorization and escalation protocols
5. Schedule 5 - Contact Details: Key contacts and communication channels for both parties
6. Appendix A - Response Time Matrix: Matrix showing response times for different incident priorities
7. Appendix B - Report Templates: Templates for regular service reporting and performance measurement
Relevant legal definitions
Agreement
Business Day
Charges
Client
Client Data
Commencement Date
Confidential Information
Critical Incident
Deliverables
Documentation
Effective Date
Emergency Maintenance
Force Majeure Event
Good Industry Practice
GST
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
Notice
Out of Hours
Parties
Personnel
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Hours
Service Levels
Service Level Agreement
Services
Service Provider
Software
Special Terms
Specifications
Support Hours
Support Request
Support Services
System
Term
Third Party Software
Time to Resolution
Underlying Systems
Working Hours
Business Day
Charges
Client
Client Data
Commencement Date
Confidential Information
Critical Incident
Deliverables
Documentation
Effective Date
Emergency Maintenance
Force Majeure Event
Good Industry Practice
GST
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
Notice
Out of Hours
Parties
Personnel
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Hours
Service Levels
Service Level Agreement
Services
Service Provider
Software
Special Terms
Specifications
Support Hours
Support Request
Support Services
System
Term
Third Party Software
Time to Resolution
Underlying Systems
Working Hours
Clauses
Interpretation
Term and Renewal
Service Provision
Service Levels
Performance Standards
Response Times
Support Hours
Maintenance
Payment Terms
Invoicing
Personnel
Access and Security
Data Protection
Confidentiality
Intellectual Property
Warranties
Service Credits
Change Management
Force Majeure
Liability
Indemnification
Insurance
Termination
Exit Management
Dispute Resolution
Assignment
Subcontracting
Audit Rights
Compliance
Notice
Governing Law
Entire Agreement
Variation
Severability
Waiver
Business Continuity
Disaster Recovery
Reporting
Quality Assurance
Customer Obligations
Service Provider Obligations
Term and Renewal
Service Provision
Service Levels
Performance Standards
Response Times
Support Hours
Maintenance
Payment Terms
Invoicing
Personnel
Access and Security
Data Protection
Confidentiality
Intellectual Property
Warranties
Service Credits
Change Management
Force Majeure
Liability
Indemnification
Insurance
Termination
Exit Management
Dispute Resolution
Assignment
Subcontracting
Audit Rights
Compliance
Notice
Governing Law
Entire Agreement
Variation
Severability
Waiver
Business Continuity
Disaster Recovery
Reporting
Quality Assurance
Customer Obligations
Service Provider Obligations
Relevant Industries
Information Technology
Professional Services
Telecommunications
Healthcare
Financial Services
Manufacturing
Retail
Education
Government
Utilities
Construction
Business Services
Relevant Teams
Legal
Operations
Procurement
Information Technology
Customer Service
Account Management
Risk and Compliance
Commercial
Technical Support
Service Delivery
Facilities Management
Contract Administration
Relevant Roles
Chief Executive Officer
Chief Technology Officer
Chief Operating Officer
Procurement Manager
Contract Manager
Legal Counsel
Operations Manager
Service Delivery Manager
Support Manager
Account Manager
IT Manager
Facilities Manager
Commercial Manager
Risk Manager
Compliance Officer
Technical Support Lead
Customer Service Manager
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