Support Agreement Generator for Germany

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Key Requirements PROMPT example:

Support Agreement

"I need a Support Agreement for my IT consultancy to provide 24/7 technical support services to a German automotive manufacturer, including cloud infrastructure maintenance and helpdesk services, with the agreement starting March 1, 2025."

Document background

The Support Agreement serves as a crucial legal framework for establishing and managing support service relationships under German law. It is specifically designed for situations where one party (the service provider) commits to providing ongoing technical, operational, or maintenance support to another party (the customer). The document incorporates essential elements required by German contract law, including detailed service specifications, performance metrics, and compliance with the German Civil Code (BGB). This agreement is particularly important in technology-driven sectors but is adaptable across various industries. The Support Agreement typically includes comprehensive service level agreements (SLAs), response time commitments, escalation procedures, and data protection provisions in compliance with GDPR, making it suitable for both straightforward support arrangements and complex technical service relationships.

Suggested Sections

1. Parties: Identification and details of the contracting parties - the support service provider and the recipient

2. Background: Context of the agreement and brief description of the parties' business relationship

3. Definitions: Definitions of key terms used throughout the agreement

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

5. Service Provider Obligations: Key responsibilities and commitments of the service provider

6. Customer Obligations: Key responsibilities and commitments of the customer

7. Service Levels: Performance standards, response times, and service availability commitments

8. Fees and Payment Terms: Pricing, payment schedule, invoicing, and payment terms

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

10. Confidentiality: Protection and handling of confidential information

11. Data Protection: GDPR compliance and data handling requirements

12. Liability and Indemnification: Limitation of liability and indemnification provisions

13. Force Majeure: Provisions for unforeseen circumstances and force majeure events

14. Governing Law and Jurisdiction: Specification of German law as governing law and jurisdiction details

15. General Provisions: Standard boilerplate clauses including severability, entire agreement, and amendments

Optional Sections

1. Personnel and Subcontractors: Include when the service provider may use subcontractors or specific personnel requirements exist

2. Equipment and Materials: Include when specific equipment or materials are provided as part of the support services

3. Intellectual Property Rights: Include when the support services involve software, documentation, or other IP-protected materials

4. Insurance: Include when specific insurance requirements need to be maintained

5. Business Continuity: Include for critical support services requiring disaster recovery and business continuity planning

6. Compliance with Laws: Include when specific regulatory compliance requirements apply to the services

7. Training and Documentation: Include when the service provider must provide training or documentation

8. Security Requirements: Include when specific security protocols or requirements must be followed

Suggested Schedules

1. Schedule 1 - Service Description: Detailed technical specifications of the support services

2. Schedule 2 - Service Levels: Detailed service level agreements (SLAs) including metrics and measurement methods

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

4. Schedule 4 - Escalation Procedure: Process for escalating support issues and contact details

5. Schedule 5 - Key Personnel: List of key personnel and their roles (if applicable)

6. Appendix A - Support Request Procedure: Process for submitting and handling support requests

7. Appendix B - Technical Requirements: Technical requirements and specifications for service delivery

8. Appendix C - Data Processing Agreement: Detailed data processing terms in compliance with GDPR (if applicable)

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

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Information Technology

Telecommunications

Manufacturing

Healthcare

Financial Services

Retail

Professional Services

Software

Industrial Equipment

Energy

Automotive

Electronics

Relevant Teams

Legal

Operations

Technical Support

Customer Service

Information Technology

Procurement

Compliance

Service Delivery

Account Management

Business Development

Contract Administration

Relevant Roles

Legal Counsel

Contract Manager

Service Delivery Manager

Technical Support Manager

Operations Director

IT Manager

Procurement Manager

Account Manager

Business Development Manager

Chief Technology Officer

Compliance Officer

Service Operations Manager

Customer Success Manager

Support Team Lead

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Authors

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