The Support Agreement is essential for businesses operating in South Africa that require or provide ongoing support services. This document type is commonly used when establishing long-term service relationships, particularly in technical, maintenance, or operational support contexts. The agreement must comply with South African legislation, including the Consumer Protection Act and Protection of Personal Information Act, while defining clear service levels, response times, and performance metrics. Support Agreements are particularly crucial in scenarios where continuous service availability is critical to business operations, and where clear accountability and service standards need to be established between parties. The document typically includes detailed specifications of support services, pricing structures, and escalation procedures, tailored to meet specific industry requirements and South African regulatory standards.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the parties' intentions
3. Definitions and Interpretation: Definitions of key terms and interpretation rules
4. Scope of Services: Detailed description of support services to be provided
5. Service Provider Obligations: Key responsibilities and commitments of the service provider
6. Customer Obligations: Requirements and responsibilities of the customer
7. Service Levels: Performance standards, metrics, and measurement methodology
8. Fees and Payment: Pricing, payment terms, invoicing, and payment methods
9. Term and Termination: Duration, renewal terms, and termination provisions
10. Intellectual Property: IP rights and protections related to the services
11. Confidentiality: Protection of confidential information
12. Data Protection: POPIA compliance and data handling requirements
13. Limitation of Liability: Liability caps and exclusions
14. Force Majeure: Provisions for unforeseen circumstances
15. General Provisions: Standard boilerplate clauses including notices, governing law, etc.
1. Change Management: Process for managing changes to services - include if services likely to evolve
2. Disaster Recovery: Recovery procedures - include for critical support services
3. Personnel Requirements: Staff qualifications and vetting - include if specific expertise required
4. Insurance: Insurance requirements - include for high-risk support services
5. Transition Services: Handover procedures - include for complex support arrangements
6. Subcontracting: Rules for subcontracting - include if subcontractors likely to be used
7. Audit Rights: Customer audit provisions - include for regulated industries
8. Service Credits: Financial remedies for missed SLAs - include for critical services
1. Schedule 1 - Service Description: Detailed technical specifications of support services
2. Schedule 2 - Service Levels: Detailed SLA metrics, measurements, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing, rate cards, and payment milestones
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures
5. Schedule 5 - RACI Matrix: Responsibility assignment matrix for key activities
6. Appendix A - Service Request Form: Standard form for requesting support services
7. Appendix B - Report Templates: Templates for service level reporting
8. Appendix C - Security Requirements: Detailed security protocols and requirements
Relevant legal definitions
Agreement
Authorized Representative
Business Day
Business Hours
Charges
Commencement Date
Confidential Information
Customer
Customer Data
Effective Date
Emergency Maintenance
Escalation Matrix
Force Majeure Event
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Personal Information
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Hours
Service Levels
Service Provider
Services
Service Request
SLA
Support Hours
Support Personnel
Support Request
Support Services
System
Term
Third Party Products
Upgrades
VAT
Workaround
Authorized Representative
Business Day
Business Hours
Charges
Commencement Date
Confidential Information
Customer
Customer Data
Effective Date
Emergency Maintenance
Escalation Matrix
Force Majeure Event
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Personal Information
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Hours
Service Levels
Service Provider
Services
Service Request
SLA
Support Hours
Support Personnel
Support Request
Support Services
System
Term
Third Party Products
Upgrades
VAT
Workaround
Clauses
Service Provision
Service Levels
Performance Standards
Payment Terms
Duration and Renewal
Termination
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability Limitation
Force Majeure
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Compliance
Audit Rights
Personnel
Customer Obligations
Service Provider Obligations
Change Management
Escalation Procedures
Notice Requirements
Reporting
Security
Business Continuity
Disaster Recovery
Exit Management
Anti-Corruption
Competition Law
Entire Agreement
Variation
Severability
Non-Solicitation
Indemnification
Service Levels
Performance Standards
Payment Terms
Duration and Renewal
Termination
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability Limitation
Force Majeure
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Compliance
Audit Rights
Personnel
Customer Obligations
Service Provider Obligations
Change Management
Escalation Procedures
Notice Requirements
Reporting
Security
Business Continuity
Disaster Recovery
Exit Management
Anti-Corruption
Competition Law
Entire Agreement
Variation
Severability
Non-Solicitation
Indemnification
Relevant Industries
Information Technology
Telecommunications
Professional Services
Manufacturing
Healthcare
Financial Services
Retail
Education
Construction
Engineering
Facilities Management
Software Development
Relevant Teams
Legal
Operations
Service Delivery
Technical Support
Customer Success
Procurement
Compliance
Risk Management
Information Technology
Facilities Management
Account Management
Service Level Management
Relevant Roles
Legal Counsel
Contracts Manager
Service Delivery Manager
Operations Director
Chief Technology Officer
Procurement Manager
Support Manager
Account Manager
Compliance Officer
Risk Manager
Technical Support Lead
Customer Success Manager
Facilities Manager
IT Manager
Service Level Manager
Find the exact document you need
Common Agreement
A standard contractual framework under South African law that establishes fundamental terms and conditions for business relationships.
find out more
Bilateral Contract
A South African law-compliant bilateral contract establishing mutual obligations between two parties with enforceable terms and conditions.
find out more
Basic Ordering Agreement
A South African law-governed framework agreement establishing terms and conditions for future orders between parties.
find out more
Consignment Agreement Form
A South African legal document establishing terms for consignment sales arrangements, where goods ownership remains with the supplier until final sale.
find out more
Contract Agreement Form
A versatile Contract Agreement Form template compliant with South African law, suitable for various commercial relationships and business arrangements.
find out more
Written Agreement
A formal legal document governed by South African law that establishes contractual relationships between parties, defining their rights and obligations.
find out more
Side Agreement
A South African law-governed supplementary agreement that modifies or adds to an existing main agreement while maintaining its core structure.
find out more
Incorporation Agreement
A South African law-governed agreement establishing a new company's structure, governance, and shareholder relationships under the Companies Act 71 of 2008.
find out more
Formal Agreement
A legally binding agreement governed by South African law that formalizes relationships between parties, ensuring compliance with local legislation and establishing clear terms and obligations.
find out more
Casual Worker Contract
A South African-compliant casual worker employment contract establishing terms and conditions for temporary employment relationships.
find out more
Business Transfer Agreement
A South African law-governed agreement for the transfer of a business as a going concern, including assets, employees, and liabilities.
find out more
Boilerplate Agreement
A standard agreement template compliant with South African law, providing essential contractual framework for business relationships.
find out more
Amended Contract
A South African law-governed document that formally modifies terms and conditions of an existing contract while maintaining its validity.
find out more
Tooling Agreement
A South African law-governed agreement establishing terms for industrial tool design, manufacture, supply, and maintenance, compliant with local manufacturing and safety regulations.
find out more
Service Agreement Terms And Conditions
South African service agreement terms and conditions document establishing the legal framework for service provision between providers and clients.
find out more
Representation Agreement
A South African law-governed agreement establishing the terms and conditions under which a Representative may act on behalf of a Principal.
find out more
Common Terms Agreement
A master agreement under South African law that establishes common terms across multiple facility agreements in syndicated lending arrangements.
find out more
Buyer Agency Agreement
A South African legal agreement establishing an estate agent's authority to represent a buyer in property transactions, governed by local real estate laws.
find out more
Labour Contract Copy
A South African employment agreement establishing terms and conditions of employment in compliance with local labor laws.
find out more
Employee Agreement Form
A South African law-compliant employment agreement establishing terms and conditions between employer and employee.
find out more
Statement Of Agreement
A formal document under South African law recording mutual understanding and agreed terms between parties, serving as a binding record of arrangements and commitments.
find out more
Rent In Exchange For Services Agreement
A South African law-governed agreement establishing terms for accommodation provided in exchange for specified services.
find out more
Contractual Agreement
A legally binding Contractual Agreement template compliant with South African law and commercial practices.
find out more
Security Agreement Form
A South African law-governed agreement creating security interests over assets, detailing the security arrangements and enforcement rights between a security provider and secured party.
find out more
Business Cooperation Agreement
A South African law-governed agreement establishing terms and conditions for business collaboration between multiple parties.
find out more
Employee Training Reimbursement Agreement
A South African law-compliant agreement setting out terms for employer-funded training and employee reimbursement obligations.
find out more
Terms Of Business Agreement
A South African law-governed agreement establishing core business terms and conditions between service providers and clients.
find out more
Contract Of Indemnity And Guarantee
A South African law-governed agreement establishing guarantee and indemnity obligations, defining terms for financial security and risk mitigation between parties.
find out more
Intent To Purchase Agreement
A South African legal document expressing formal intention to purchase property or assets, outlining preliminary terms and conditions for the proposed transaction.
find out more
Professional Services Retainer Agreement
A South African law-governed agreement establishing terms for ongoing professional services delivery under a retainer arrangement.
find out more
Supply Contract Form
A South African law-governed agreement establishing terms and conditions for the regular supply of goods or services between supplier and purchaser.
find out more
Business Contract
South African business contract template incorporating key legislative requirements and commercial terms for business-to-business relationships.
find out more
Umbrella Agreement
A South African law-governed master agreement establishing framework terms for future specific agreements between parties.
find out more
Share Purchase Agreement
A South African law-governed agreement documenting the terms and conditions for the sale and purchase of shares in a company.
find out more
Professional Services Contract
A South African law-governed agreement establishing terms and conditions for professional services delivery between a service provider and client.
find out more
Consulting Services Agreement
South African law-governed agreement establishing terms and conditions for consulting services provision, including scope, payments, and compliance requirements.
find out more
Buyer Representation Agreement
A South African law-compliant agreement establishing professional representation between a property buyer and real estate agent, outlining services, duties, and compensation terms.
find out more
Master Service Agreement
A South African law-governed framework agreement establishing core terms for ongoing service delivery relationships between service providers and clients.
find out more
Yearly Contract Agreement
A one-year contractual agreement compliant with South African law, establishing terms, conditions, and obligations between parties.
find out more
White Label Agreement
A South African law-governed agreement enabling one party to rebrand and market another party's products/services under their own brand, with defined terms for licensing, operations, and compliance.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)