Support Contract Generator for Australia

1. Security Requirements: Include when support services involve access to sensitive systems or data

2. Disaster Recovery: Add when continuity of support services is critical to customer operations

3. Transition Services: Include when complex handover processes may be required at start or end of services

4. Personnel Requirements: Add when specific qualifications or security clearances are required for support staff

5. Insurance: Include as separate section when specific insurance requirements are extensive

6. Change Management: Add when formal processes for service changes are required

7. Compliance and Audit: Include when support services must meet specific regulatory requirements

8. Service Credits: Add when financial consequences for service level failures are required

1. Schedule 1 - Support Services Description: Detailed description of support services, including scope and exclusions

2. Schedule 2 - Service Levels: Detailed service level requirements, measurement methods, and reporting

3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms

4. Schedule 4 - Escalation Procedures: Support ticket categorization and escalation processes

5. Schedule 5 - Key Personnel: Details of key service provider personnel and roles

6. Schedule 6 - Technical Requirements: Technical specifications and requirements for support services

7. Schedule 7 - Service Locations: Locations where services will be provided and/or accessed from

8. Appendix A - Service Request Form: Template for requesting support services

9. Appendix B - Report Templates: Standard templates for service level and performance reporting