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Support Agreement

Support Agreement Generator for Australia

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Key Requirements PROMPT example:

Support Agreement

"I need a Support Agreement for IT managed services to be provided to multiple office locations across Australia, with 24/7 support coverage and strict data security requirements, commencing March 1, 2025."

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Document background
This Support Agreement template is designed for use in the Australian jurisdiction when establishing a formal support services relationship between a service provider and customer. It incorporates key requirements under Australian law, including the Competition and Consumer Act 2010 and Privacy Act 1988, while providing a comprehensive framework for service delivery, performance standards, and risk allocation. The document is particularly valuable when organizations need to establish clear parameters for ongoing support services, whether technical, operational, or maintenance-related, and includes essential provisions for service levels, response times, personnel requirements, and commercial terms. This template helps ensure compliance with Australian legal requirements while protecting both parties' interests through clear delineation of rights, obligations, and remedies.
Suggested Sections

1. Parties: Identifies and provides details of all parties to the agreement

2. Background: Sets out the context and purpose of the agreement

3. Definitions: Defines key terms used throughout the agreement

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

5. Service Levels: Defines performance standards and metrics for service delivery

6. Term and Renewal: Duration of the agreement and renewal provisions

7. Fees and Payment: Payment terms, fee structure, and invoicing requirements

8. Personnel and Resources: Requirements for service provider's staff and resources

9. Customer Obligations: Customer's responsibilities and requirements for service delivery

10. Intellectual Property: IP rights and obligations of both parties

11. Confidentiality: Protection and handling of confidential information

12. Data Protection and Privacy: Obligations regarding personal data handling and privacy

13. Liability and Indemnification: Risk allocation between parties

14. Termination: Termination rights and consequences

15. General Provisions: Standard legal provisions including notices, governing law, etc.

Optional Sections

1. Equipment Supply: Include when physical equipment is provided as part of support services

2. Change Management: For complex services requiring formal change control processes

3. Disaster Recovery: When business continuity is critical to service delivery

4. Security Requirements: For services involving sensitive systems or data

5. Training: When service provider must provide training to customer staff

6. Transition Services: For complex services requiring handover from previous providers

7. Audit Rights: When regular auditing of services or compliance is required

8. Service Credits: When financial penalties apply for missed service levels

9. Regulatory Compliance: For highly regulated industries or services

Suggested Schedules

1. Service Description: Detailed technical specifications of support services

2. Service Level Agreement: Detailed performance metrics, measurement methods, and reporting requirements

3. Fee Schedule: Detailed pricing, payment terms, and rate cards

4. Key Personnel: Details of key staff and roles

5. Support Procedures: Operational procedures, escalation processes, and contact details

6. Equipment Specifications: Technical details of any equipment provided

7. Acceptance Testing: Testing procedures and acceptance criteria

8. Security Requirements: Detailed security protocols and requirements

9. Business Continuity Plan: Disaster recovery and business continuity procedures

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
Acceptance Criteria
Additional Services
Agreement
Authorized Representative
Business Day
Business Hours
Change Request
Commencement Date
Confidential Information
Customer
Customer Data
Customer Equipment
Deliverables
Documentation
Emergency Support
Fees
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Material Breach
Normal Business Hours
Personal Information
Priority Levels
Related Bodies Corporate
Response Time
Resolution Time
Service Credits
Service Hours
Service Levels
Service Provider
Services
Service Level Agreement
Site
Software
Special Conditions
Specifications
Standard Support Services
Support Hours
Support Request
System
Term
Third Party Products
Updates
Upgrades
Work Order
Clauses
Service Provision
Service Levels
Performance Standards
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability and Indemnification
Force Majeure
Termination
Dispute Resolution
Assignment and Subcontracting
Warranties
Insurance
Compliance with Laws
Change Management
Personnel
Access and Security
Reporting
Audit Rights
Business Continuity
Quality Assurance
Record Keeping
Notice
Governing Law
Entire Agreement
Severability
Variation
Non-Solicitation
Competition
Conflict of Interest
Customer Obligations
Equipment and Materials
Training
Acceptance Testing
Transition Services
Relevant Industries

Information Technology

Telecommunications

Healthcare

Financial Services

Manufacturing

Professional Services

Education

Retail

Construction

Energy and Utilities

Mining

Transportation and Logistics

Relevant Teams

Legal

Operations

Service Delivery

Account Management

Procurement

Commercial

Information Technology

Facilities Management

Risk and Compliance

Business Development

Project Management

Customer Support

Technical Support

Quality Assurance

Relevant Roles

Legal Counsel

Contract Manager

Operations Manager

Service Delivery Manager

Account Manager

Support Manager

Procurement Manager

Commercial Manager

IT Manager

Facilities Manager

Risk Manager

Compliance Officer

Business Development Manager

Project Manager

Industries
Competition and Consumer Act 2010 (including Australian Consumer Law): Provides the framework for consumer protection and fair trading in Australia, including guarantees for services, unfair contract terms, and consumer rights
Privacy Act 1988: Regulates the handling of personal information and data protection obligations, particularly relevant for customer information handling in support services
Contract Law (Common Law): Governs the formation and enforcement of contracts, including principles of offer, acceptance, consideration, and breach of contract
Fair Work Act 2009: Relevant if the support agreement involves service delivery through employees, covering workplace rights and obligations
Electronic Transactions Act 1999: Governs electronic communications and transactions, particularly relevant for digital service delivery and online support
Competition and Consumer Regulations 2010: Provides detailed requirements for business practices, including specific rules about warranties and guarantees for services
State Fair Trading Acts: State-specific consumer protection legislation that may apply depending on the location of service delivery
Australian Securities and Investments Commission Act 2001: Relevant if the support services relate to financial services or products
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

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