Support And Maintenance Agreement Template for Germany

1. Intellectual Property Rights: Required when maintenance involves software or other IP-protected materials

2. Insurance: Include when on-site maintenance or high-value equipment is involved

3. Personnel Requirements: Needed when specific qualifications or security clearances are required

4. Disaster Recovery: Include for critical systems or infrastructure maintenance

5. Change Management: Required for complex systems where changes need formal processes

6. Audit Rights: Include when compliance verification is important

7. Non-Solicitation: Add when protection against staff poaching is needed

8. Service Credits: Include when financial penalties for missing service levels are required

1. Schedule 1 - Service Level Agreement: Detailed service levels, metrics, and measurement methods

2. Schedule 2 - Fee Schedule: Detailed pricing, payment terms, and rate cards

3. Schedule 3 - Support Procedures: Detailed procedures for requesting and providing support

4. Schedule 4 - Technical Requirements: Technical specifications and requirements for maintenance

5. Schedule 5 - Contact Details: Key contacts and escalation procedures

6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and details

7. Schedule 7 - Service Locations: List of locations where services will be provided

8. Appendix A - Incident Categories: Classification of incidents and corresponding response times