All Countries
Procurement
Custom Software Maintenance And Support Agreement

Custom Software Maintenance And Support Agreement Template for United Arab Emirates

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Custom Software Maintenance And Support Agreement

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Custom Software Maintenance And Support Agreement

"I need a Custom Software Maintenance And Support Agreement for our enterprise resource planning software, which will be used across our manufacturing facilities in Dubai and Abu Dhabi, with 24/7 support requirements and quarterly maintenance updates starting from March 2025."

Celebrated by
Collaborations with
Investors
Document background
The Custom Software Maintenance And Support Agreement is essential for businesses operating in the UAE that rely on custom software solutions for their operations. This document is typically implemented following the successful development and deployment of custom software, establishing the framework for ongoing support and maintenance services. It addresses critical aspects such as regular updates, bug fixes, technical support, and performance optimization while ensuring compliance with UAE federal laws governing electronic transactions, data protection, and cybersecurity. The agreement is particularly important in the UAE context where businesses must balance technological advancement with regulatory compliance, including adherence to Federal Law No. 1 of 2006 on Electronic Commerce and Transactions and Federal Decree-Law No. 45 of 2021 on Personal Data Protection. It serves as a crucial tool for managing the ongoing relationship between software service providers and their clients, providing clear guidelines for service delivery, performance metrics, and dispute resolution within the UAE legal framework.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names and registered addresses

2. Background: Context of the agreement, including reference to the original software development or license

3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement

4. Scope of Services: Detailed description of maintenance and support services to be provided

5. Service Provider Obligations: Specific responsibilities of the service provider including response times, update provisions, and quality standards

6. Customer Obligations: Customer responsibilities including access provision, cooperation, and information sharing

7. Service Levels: Detailed service level requirements, metrics, and measurement methods

8. Fees and Payment: Payment terms, fee structure, invoicing, and payment schedules

9. Term and Termination: Duration of agreement, renewal terms, and termination provisions

10. Intellectual Property Rights: IP ownership of modifications, updates, and new developments

11. Confidentiality: Protection of confidential information and trade secrets

12. Data Protection and Security: Compliance with UAE data protection laws and security requirements

13. Limitation of Liability: Liability caps and exclusions in compliance with UAE law

14. Force Majeure: Events beyond reasonable control and their impact on obligations

15. Governing Law and Jurisdiction: Specification of UAE law and jurisdiction for dispute resolution

16. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment

Optional Sections

1. Change Control: Procedures for requesting and implementing changes to services - include if frequent changes are expected

2. Disaster Recovery: Disaster recovery and business continuity provisions - include for critical systems

3. Third-Party Software: Management of third-party software components - include if third-party software is involved

4. Training: Training provisions for customer staff - include if training services are part of support

5. Insurance: Specific insurance requirements - include for high-value or high-risk services

6. Source Code Escrow: Source code escrow arrangements - include if source code access might be needed

7. Export Control: Export control compliance - include if international data transfers are involved

8. Audit Rights: Rights to audit service provider's performance - include for regulated industries

Suggested Schedules

1. Schedule 1 - Service Description: Detailed description of maintenance and support services

2. Schedule 2 - Service Levels: Detailed SLA metrics, measurements, and penalties

3. Schedule 3 - Fee Schedule: Detailed breakdown of fees and payment terms

4. Schedule 4 - Support Procedures: Technical support procedures and escalation processes

5. Schedule 5 - Contact Details: Key contacts and escalation points for both parties

6. Schedule 6 - Software Specifications: Technical specifications of the software being maintained

7. Schedule 7 - Security Requirements: Detailed security protocols and requirements

8. Appendix A - Incident Report Template: Standard template for reporting and tracking incidents

9. Appendix B - Change Request Form: Standard form for requesting and approving changes

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

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Authorized Users
Business Day
Change Request
Confidential Information
Critical Error
Custom Software
Documentation
Emergency Maintenance
Enhancement
Error
Fees
Help Desk
Incident
Initial Term
Intellectual Property Rights
Maintenance Release
Maintenance Services
Major Release
Minor Release
Normal Business Hours
Operating Environment
Patch
Personal Data
Priority Level
Response Time
Resolution Time
Security Incident
Service Credits
Service Levels
Service Provider
Software
Source Code
Specification
Support Hours
Support Request
Support Services
System
Technical Contact
Term
Third Party Software
Update
Upgrade
User Acceptance Testing
Version
Clauses
Definitions
Services Scope
Service Levels
Performance Standards
Support Services
Maintenance Services
Response Times
Change Management
Testing
Documentation
Payment Terms
Invoicing
Service Credits
Intellectual Property
Data Protection
Confidentiality
Security Requirements
Access Rights
Customer Obligations
Provider Obligations
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term
Termination
Exit Assistance
Personnel
Subcontracting
Audit Rights
Compliance
Notices
Assignment
Dispute Resolution
Governing Law
Entire Agreement
Severability
Amendments
Third Party Rights
Counterparts
Relevant Industries

Information Technology

Banking and Financial Services

Healthcare

Government and Public Sector

Retail

Manufacturing

Telecommunications

Education

Professional Services

Energy and Utilities

Transportation and Logistics

Real Estate and Construction

Relevant Teams

Legal

Information Technology

Procurement

Information Security

Operations

Software Development

Technical Support

Risk Management

Finance

Compliance

Service Delivery

Project Management

Relevant Roles

Chief Technology Officer

IT Director

Software Development Manager

Technical Support Manager

Legal Counsel

Procurement Manager

Information Security Officer

Operations Manager

Project Manager

Service Delivery Manager

Contract Manager

Chief Information Officer

Systems Administrator

Support Team Lead

Software Engineer

Chief Financial Officer

Risk Management Officer

Industries
UAE Civil Code (Federal Law No. 5 of 1985): Fundamental law governing contracts, including formation, validity, interpretation, and termination of contracts
UAE Commercial Transactions Law (Federal Law No. 18 of 1993): Governs commercial transactions and business relationships between parties
Federal Law No. 1 of 2006 on Electronic Commerce and Transactions: Regulates electronic transactions, digital signatures, and electronic contracts
Federal Law No. 2 of 2019 on the Use of ICT in Healthcare: Relevant if the software involves healthcare data or medical applications
Federal Decree-Law No. 45 of 2021 on Personal Data Protection: Governs the collection, processing, and storage of personal data
Federal Law No. 7 of 2002 on Copyrights and Related Rights: Protects intellectual property rights in software and related documentation
Federal Law No. 5 of 2012 on Combating Cyber Crimes: Addresses cybersecurity requirements and data protection obligations
Federal Law No. 24 of 2006 on Consumer Protection: Relevant if the software is provided to consumers rather than businesses
Dubai Data Law (Law No. 26 of 2015): Specific to Dubai, governs data handling and sharing if operating in Dubai
Federal Law No. 8 of 1980 (UAE Labor Law): Relevant for provisions related to support staff and service delivery obligations
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

House Maintenance Contract

UAE-governed agreement for residential property maintenance services, defining service scope, responsibilities, and compliance requirements.

find out more

Repair And Maintenance Contract

UAE-governed agreement establishing terms for repair and maintenance services, including service scope, standards, and compliance with local regulations.

find out more

Lawn Care Contract Form

UAE-governed lawn care service agreement outlining terms and conditions for professional landscaping services in compliance with local regulations.

find out more

Fire Maintenance Contract

UAE-governed agreement for fire safety system maintenance services, ensuring compliance with UAE Fire and Life Safety Code and Civil Defense regulations.

find out more

Fire Alarm Maintenance Contract

UAE-governed agreement for fire alarm system maintenance services, compliant with UAE Civil Defense regulations and technical standards.

find out more

Vehicle Maintenance Contract

UAE-governed agreement establishing terms for professional vehicle maintenance services, including service scope, responsibilities, and compliance with local regulations.

find out more

Repair And Maintenance Agreement

UAE-governed agreement establishing terms for repair and maintenance services, including service scope, standards, and compliance with local regulations.

find out more

Home Maintenance Services Agreement

UAE-governed agreement for residential property maintenance services, defining service scope, responsibilities, and compliance requirements.

find out more

Custom Software Maintenance And Support Agreement

UAE-governed agreement defining terms for custom software maintenance and technical support services, including SLAs and compliance requirements.

find out more

Service And Maintenance Agreement

UAE-governed agreement establishing terms for maintenance and service provision, including scope, standards, and obligations of all parties.

find out more

Tenant Maintenance Agreement

UAE-governed agreement defining maintenance responsibilities and obligations between landlord and tenant for leased property maintenance.

find out more

House Maintenance Agreement

UAE-governed agreement establishing terms for residential property maintenance services, including service scope, responsibilities, and compliance with local regulations.

find out more

Equipment Maintenance Contract

UAE-governed contract establishing terms for equipment maintenance services, including service levels, responsibilities, and compliance with UAE law.

find out more

Fire Alarm System Maintenance Agreement

UAE-governed agreement for fire alarm system maintenance services, ensuring compliance with local fire safety regulations and Civil Defense requirements.

find out more

Maintenance And Service Contract

UAE-governed agreement establishing terms for maintenance and service provision, including scope, standards, and compliance with local regulations.

find out more

HVAC Service Agreement

UAE-governed agreement for HVAC maintenance and service operations, incorporating local regulatory requirements and technical standards.

find out more

Facility Maintenance Agreement

UAE-governed agreement for facility maintenance services, outlining service provider and owner obligations, maintenance scope, and performance standards.

find out more

Elevator Maintenance Agreement

UAE-governed agreement for professional elevator maintenance services, outlining maintenance terms, safety protocols, and compliance requirements.

find out more

Repair Contract Agreement

UAE-governed agreement defining terms and conditions for repair services, including scope, payments, and obligations of both parties.

find out more

Maintenance Service Level Agreement

UAE-governed agreement defining maintenance service standards, performance metrics, and obligations between service provider and client.

find out more

Equipment Maintenance Agreement

UAE-governed agreement establishing terms for equipment maintenance services, including service specifications, performance standards, and compliance requirements.

find out more

Building Maintenance Agreement

UAE-governed agreement establishing terms for building maintenance services, including service scope, standards, and compliance with local regulations.

find out more

Automotive Repair Contract

UAE-governed contract establishing terms and conditions for automotive repair services, including repair scope, warranties, and compliance with local consumer protection laws.

find out more

Operating And Maintenance Agreement

UAE-governed agreement setting out terms for facility maintenance and operational services, including service scope, standards, and compliance requirements.

find out more

Electrical Maintenance Agreement

UAE-governed agreement for electrical maintenance services, outlining service terms, safety protocols, and regulatory compliance requirements.

find out more

HVAC Maintenance Contract

UAE-governed HVAC maintenance agreement outlining terms, conditions, and service standards for comprehensive HVAC system maintenance services.

find out more

Air Conditioner Service Contract

UAE-governed agreement for air conditioning maintenance and repair services, defining service terms and technical compliance requirements.

find out more

Support And Maintenance Agreement

UAE-governed agreement establishing terms for maintenance and support services, including service levels, responsibilities, and performance requirements.

find out more

Preventive Maintenance Contract

UAE-governed agreement for preventive maintenance services, outlining maintenance scope, responsibilities, and compliance requirements.

find out more

Software Maintenance Contract

UAE-governed software maintenance agreement establishing terms for ongoing software support, updates, and maintenance services in compliance with UAE federal laws.

find out more

Maintenance Service Agreement

UAE-governed agreement establishing terms for maintenance services provision, including service scope, responsibilities, and compliance with local regulations.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: https://www.genieai.co/our-research
Oops! Something went wrong while submitting the form.

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

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our Trust Centre for more details and real-time security updates.

Read our Privacy Policy.