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Support Agreement

Support Agreement Template for Hong Kong

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Key Requirements PROMPT example:

Support Agreement

"I need a Support Agreement for my software company to provide 24/7 technical support services to enterprise clients in Hong Kong, including service level commitments with penalties for missing response times and specific provisions for handling customer data security."

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Document background
The Support Agreement is essential for businesses requiring or providing ongoing technical, operational, or maintenance support services in Hong Kong. This document type is commonly used when establishing long-term support relationships between service providers and their clients, particularly in technology, professional services, and operational support contexts. The agreement comprehensively addresses service delivery standards, performance metrics, response times, and support procedures while ensuring compliance with Hong Kong's legal framework, including contract law principles and relevant ordinances. Typically implemented when organizations need to formalize their support arrangements, the Support Agreement includes detailed service level commitments, pricing structures, and operational procedures, making it particularly valuable for businesses requiring reliable, well-defined support services with clear accountability and performance measures.
Suggested Sections

1. Parties: Identifies and provides full legal details of the parties entering into the agreement

2. Background: Sets out the context and purpose of the agreement, including any relevant business relationship context

3. Definitions: Defines key terms used throughout the agreement for clarity and consistency

4. Scope of Services: Details the support services to be provided, including specific inclusions and exclusions

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

6. Customer Obligations: Specifies the customer's responsibilities and requirements for enabling service delivery

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

8. Fees and Payment: Details the pricing structure, payment terms, and invoicing procedures

9. Term and Termination: Specifies the duration of the agreement and circumstances for termination

10. Intellectual Property: Addresses ownership and usage rights of any IP involved in service delivery

11. Confidentiality: Sets out obligations regarding confidential information handling

12. Liability and Indemnification: Defines liability limits and indemnification obligations

13. Force Majeure: Addresses circumstances beyond parties' control affecting service delivery

14. General Provisions: Includes standard legal provisions such as governing law, notices, and assignment

Optional Sections

1. Data Protection: Required when personal data processing is involved in service delivery

2. Security Requirements: Needed when services involve access to sensitive systems or data

3. Disaster Recovery: Important for critical support services requiring business continuity planning

4. Staff and Personnel: Necessary when specific personnel requirements or dedicated staff are part of the support arrangement

5. Change Management: Include when service scope or requirements may need modification during the term

6. Transition Services: Required when complex implementation or exit transition periods are needed

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

8. Audit Rights: Important for regulated industries or when compliance verification is needed

9. Insurance: Include when specific insurance coverage requirements exist

Suggested Schedules

1. Service Level Agreement (SLA): Detailed metrics, measurements, and targets for service performance

2. Fee Schedule: Detailed breakdown of fees, rates, and pricing mechanisms

3. Support Process and Procedures: Detailed operational procedures, escalation paths, and contact information

4. Technical Requirements: Technical specifications, system requirements, and compatibility requirements

5. Service Locations: List of locations where services will be provided or supported

6. Key Personnel: Details of key staff members and their roles in service delivery

7. Security Policies: Detailed security requirements and compliance procedures

8. Report Templates: Standard formats for service reporting and performance measurement

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
Agreement
Applicable Law
Business Day
Business Hours
Charges
Confidential Information
Critical Incident
Customer
Customer Data
Customer Environment
Deliverables
Documentation
Effective Date
Emergency Maintenance
Escalation Procedure
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Normal Business Hours
Notice
Operating Environment
Party/Parties
Personal Data
Priority Levels
Response Time
Resolution Time
Schedule
Security Requirements
Service Credits
Service Levels
Service Level Agreement
Services
Service Provider
Service Provider Personnel
Service Provider System
Service Reports
Specifications
Support Hours
Support Request
Support Services
System
Term
Third Party Software
Updates
Upgrades
Working Hours
Clauses
Interpretation
Service Scope
Term
Service Levels
Service Provider Obligations
Customer Obligations
Fees and Payment
Service Credits
Change Control
Key Personnel
Subcontracting
Intellectual Property Rights
Data Protection
Confidentiality
Security
Audit Rights
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Termination
Exit Management
Business Continuity
Dispute Resolution
Assignment and Novation
Notices
Entire Agreement
Variation
Waiver
Severability
Third Party Rights
Governing Law
Counterparts
Relevant Industries

Information Technology

Software Development

Telecommunications

Professional Services

Manufacturing

Healthcare

Financial Services

Real Estate

Infrastructure

Education

Retail

Engineering

Construction

Utilities

Business Process Outsourcing

Relevant Teams

Legal

Information Technology

Operations

Procurement

Service Delivery

Technical Support

Account Management

Vendor Management

Compliance

Risk Management

Customer Success

Facilities Management

Project Management

Business Development

Relevant Roles

Chief Technology Officer

IT Director

Operations Manager

Service Delivery Manager

Procurement Manager

Legal Counsel

Contract Manager

Support Services Director

Account Manager

Vendor Relations Manager

Technical Support Manager

Facilities Manager

Maintenance Supervisor

Project Manager

Risk Management Officer

Compliance Officer

Business Development Manager

Customer Success Manager

Industries
Contract Law of Hong Kong: Based on English common law principles, governs the formation, execution, and enforcement of contracts, including essential elements like offer, acceptance, consideration, and terms
Supply of Services (Implied Terms) Ordinance (Cap. 457): Regulates service contracts in Hong Kong, implying terms about quality of service, reasonable care and skill, timing, and consideration
Personal Data (Privacy) Ordinance (Cap. 486): Governs the collection, handling, and protection of personal data, crucial if the support services involve accessing or processing customer information
Control of Exemption Clauses Ordinance (Cap. 71): Limits the extent to which liability can be excluded or restricted in contracts, particularly important for limitation of liability clauses in support agreements
Employment Ordinance (Cap. 57): Relevant if the support agreement involves the provision of staff or personnel, governing employment terms and conditions
Trade Descriptions Ordinance (Cap. 362): Ensures accurate descriptions of services and prevents misrepresentation in service offerings
Electronic Transactions Ordinance (Cap. 553): Relevant for electronic contracts and digital signatures if the support services are provided electronically or contracted online
Competition Ordinance (Cap. 619): Ensures fair competition and prevents anti-competitive practices in service agreements, particularly relevant for exclusive support arrangements
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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