Support Contract Generator for Germany

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Key Requirements PROMPT example:

Support Contract

"I need a Support Contract for providing 24/7 IT infrastructure maintenance services to a German healthcare technology company, including on-site emergency support and strict data protection provisions for handling patient data."

Document background

The Support Contract is designed for use in scenarios where ongoing technical, operational, or professional support services are required between parties operating under German jurisdiction. This contract type is essential when establishing a formal support relationship, whether for software maintenance, technical assistance, operational support, or professional services. The document incorporates key elements required under German law, including detailed service specifications, performance metrics, and data protection provisions compliant with both GDPR and German Federal Data Protection Act (BDSG). It's structured to address various support scenarios while ensuring enforceability under German law, particularly considering the provisions of the German Civil Code (BGB) regarding service contracts and contracts for work. The agreement is typically used when establishing long-term support relationships and needs to clearly define service levels, response times, and mutual obligations.

Suggested Sections

1. Parties: Identification of the contracting parties - support provider and customer, including full legal names and addresses

2. Background: Context of the agreement and brief description of the support services to be provided

3. Definitions: Key terms used throughout the agreement, including technical terms specific to the support services

4. Scope of Services: Detailed description of support services, including standard response times and service channels

5. Service Provider Obligations: Core obligations of the support provider, including quality standards and personnel requirements

6. Customer Obligations: Customer's responsibilities, including providing necessary access and information

7. Fees and Payment Terms: Pricing structure, payment schedule, and invoicing procedures

8. Term and Termination: Contract duration, renewal terms, and termination provisions

9. Service Levels: Specific performance metrics and standards for the support services

10. Data Protection and Confidentiality: Provisions for handling customer data and confidential information in compliance with GDPR and BDSG

11. Liability and Limitation: Liability provisions and limitations in accordance with German law

12. Force Majeure: Provisions for circumstances beyond reasonable control

13. General Provisions: Standard legal provisions including governing law, jurisdiction, and entire agreement

Optional Sections

1. Emergency Support Services: Additional provisions for emergency support services outside standard hours

2. On-Site Support: Terms for physical on-site support when required

3. Third-Party Software: Provisions regarding support for third-party software or systems

4. Training Services: Terms for additional training services if offered

5. Hardware Support: Specific terms for hardware maintenance and support if applicable

6. Escalation Procedures: Detailed procedures for escalating support issues

7. Disaster Recovery: Provisions for support during disaster recovery scenarios

8. Service Credits: Framework for service credits in case of missed service levels

Suggested Schedules

1. Schedule 1 - Service Level Agreement: Detailed service levels, response times, and performance metrics

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, including standard rates and special rates

3. Schedule 3 - Technical Specifications: Technical details of systems, software, or equipment covered by support

4. Schedule 4 - Support Procedures: Detailed procedures for requesting and providing support

5. Schedule 5 - Contact Details: Key contacts and escalation points for both parties

6. Schedule 6 - Data Processing Agreement: Detailed terms for processing personal data in compliance with GDPR

7. Appendix A - Incident Classification: Definitions and examples of different incident priority levels

8. Appendix B - Response Time Matrix: Matrix showing response times for different incident priorities

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

Software Development

Telecommunications

Manufacturing

Healthcare Technology

Financial Services

Industrial Automation

Professional Services

Cloud Computing

Enterprise Software

Hardware Manufacturing

Technical Consulting

Managed Services

Relevant Teams

Legal

Operations

Technical Support

Customer Success

Service Delivery

Procurement

Compliance

Contract Management

Account Management

IT Services

Technical Operations

Commercial

Relevant Roles

Technical Support Manager

Service Delivery Manager

IT Director

Contract Manager

Legal Counsel

Operations Manager

Account Manager

Customer Success Manager

Support Team Lead

Procurement Manager

IT Service Manager

Commercial Director

Technical Operations Director

Compliance Officer

Service Level Manager

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Authors

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