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Support Contract
"I need a Support Contract for providing IT maintenance services to a UAE-based financial institution, with specific provisions for 24/7 emergency support and cybersecurity requirements, starting from March 1, 2025."
1. Parties: Identification and details of the service provider and client, including full legal names, registration numbers, and registered addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the support services
3. Definitions: Detailed definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided, including core obligations and deliverables
5. Term and Renewal: Duration of the agreement, commencement date, and renewal provisions
6. Service Provider Obligations: Specific responsibilities and commitments of the service provider
7. Client Obligations: Responsibilities and commitments required from the client
8. Fees and Payment Terms: Detailed pricing structure, payment schedule, and invoicing procedures
9. Service Levels: Performance standards, response times, and quality metrics
10. Confidentiality: Provisions for protecting confidential information of both parties
11. Termination: Grounds for termination, notice periods, and consequences of termination
12. Liability and Indemnification: Limitation of liability clauses and indemnification obligations
13. Force Majeure: Provisions for unforeseen circumstances affecting contract performance
14. Governing Law and Jurisdiction: Specification of UAE law as governing law and jurisdiction for disputes
15. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Data Protection and Privacy: Required when support services involve handling personal or sensitive data
2. Intellectual Property Rights: Needed when support services involve creation or use of intellectual property
3. Staff and Personnel: Required when support involves on-site personnel or dedicated team members
4. Insurance: Important when support services involve physical presence or high-risk activities
5. Compliance with Laws: Detailed section needed for regulated industries or specific compliance requirements
6. Business Continuity: Required for critical support services requiring disaster recovery planning
7. Exit Management: Important for complex support services requiring transition planning
8. Security Requirements: Needed when support involves access to sensitive systems or facilities
1. Schedule 1 - Service Specifications: Detailed technical specifications and scope of support services
2. Schedule 2 - Service Level Agreement (SLA): Detailed performance metrics, response times, and remedies
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
4. Schedule 4 - Key Personnel: List of key staff members and their roles (if applicable)
5. Schedule 5 - Implementation Plan: Timeline and milestones for service implementation
6. Schedule 6 - Contact Details: Key contacts and escalation matrix for both parties
7. Schedule 7 - Required Reports: Format and frequency of performance reports and meetings
8. Appendix A - Technical Requirements: Specific technical requirements and standards to be met
Authors
Applicable Laws
Business Day
Client
Confidential Information
Contract Year
Commencement Date
Deliverables
Documentation
Emergency Support
Fees
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Maintenance Window
Material Breach
Normal Business Hours
Notice
Performance Standards
Personnel
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement
Service Provider
Services
Site
Specifications
Support Request
Support Level
System
Term
Territory
Third Party Software
UAE
Working Hours
Service Levels
Performance Standards
Term and Duration
Fees and Payment
Service Provider Obligations
Client Obligations
Key Personnel
Subcontracting
Confidentiality
Data Protection
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Insurance
Termination
Exit Management
Change Control
Dispute Resolution
Governing Law
Assignment
Notice Requirements
Service Reporting
Quality Assurance
Compliance
Business Continuity
Security Requirements
Audit Rights
Non-Solicitation
Entire Agreement
Severability
Waiver
Amendment
Force Majeure
Third Party Rights
Information Technology
Facilities Management
Professional Services
Healthcare
Manufacturing
Real Estate
Financial Services
Telecommunications
Energy
Education
Retail
Hospitality
Legal
Procurement
Operations
Information Technology
Facilities Management
Commercial
Risk & Compliance
Project Management
Account Management
Technical Support
Service Delivery
Business Development
Legal Counsel
Contract Manager
Procurement Manager
Operations Director
Facility Manager
IT Manager
Service Delivery Manager
Commercial Director
Chief Operating Officer
Risk Manager
Compliance Officer
Project Manager
Account Manager
Business Development Manager
Technical Support Manager
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