It Support Contract Template for New Zealand

1. Data Protection and Privacy: Detailed section specifically addressing data protection obligations when the service involves handling sensitive personal data

2. Security Requirements: Specific security protocols and requirements when dealing with high-security environments or sensitive systems

3. Change Management: Procedures for implementing changes to services or systems when significant system modifications are anticipated

4. Disaster Recovery: Specific disaster recovery and business continuity provisions for clients requiring enhanced business continuity planning

5. Staff and Subcontractors: Requirements regarding service provider personnel and use of subcontractors when specific staffing conditions need to be addressed

6. Hardware Maintenance: Specific provisions for hardware support when physical IT infrastructure is included in the scope

7. Software Licensing: Additional terms regarding software licensing when the provider supplies software as part of the service

8. Training Services: Provisions for user training when included as part of the support package

1. Schedule 1 - Service Level Agreement (SLA): Detailed service levels, response times, and performance metrics with specific targets

2. Schedule 2 - Fee Schedule: Detailed breakdown of all fees, rates, and charging mechanisms

3. Schedule 3 - Supported Systems and Software: List of all systems, software, and equipment covered under the support contract

4. Schedule 4 - Support Procedures: Detailed procedures for requesting support, escalation protocols, and contact information

5. Schedule 5 - Service Exclusions: Clear listing of services and items not covered under the agreement

6. Appendix A - Technical Requirements: Minimum technical specifications and requirements for supported systems

7. Appendix B - Report Templates: Standard templates for service reports and performance monitoring

8. Appendix C - Security Protocols: Detailed security procedures and requirements for service delivery