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Support Agreement
"Need a Support Agreement for our new cloud-based software platform, covering 24/7 technical support services with strict SLAs and data protection requirements, to be implemented from March 2025 for our Singapore operations."
1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the support agreement
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided
5. Service Levels: Performance standards and metrics
6. Fees and Payment: Pricing, payment terms, and invoicing
7. Term and Termination: Duration and termination provisions
8. Confidentiality: Protection of confidential information
1. Data Protection: Required if personal data is processed as part of the support services
2. Disaster Recovery: Business continuity provisions for critical support services
3. Change Control: Process for managing changes to services in complex or long-term support arrangements
4. Insurance: Insurance requirements for high-risk services or regulatory compliance
1. Service Level Agreement (SLA): Detailed service levels and performance metrics
2. Price Schedule: Detailed breakdown of fees and charges
3. Support Procedures: Operational procedures and processes
4. Contact Details: Key contacts and escalation procedures
5. Technical Requirements: Technical specifications and requirements
Authors
Business Day
Business Hours
Charges
Commencement Date
Confidential Information
Customer
Customer Data
Customer Equipment
Customer Materials
Deliverables
Documentation
Emergency Maintenance
Force Majeure Event
Good Industry Practice
Initial Term
Intellectual Property Rights
Maintenance Window
Personal Data
Planned Maintenance
Response Time
Resolution Time
Service Credits
Service Levels
Services
Service Provider
Service Provider Equipment
Service Provider Personnel
Service Request
SGT
Software
Specifications
Support Hours
Support Services
System
Term
Third Party Software
Virus
Service Provision
Service Levels
Response Times
Support Hours
Maintenance Windows
Customer Obligations
Service Provider Obligations
Charges and Payment
Service Credits
Personnel
Subcontracting
Intellectual Property Rights
Data Protection
Confidentiality
Security
Warranties
Indemnification
Limitation of Liability
Force Majeure
Term and Termination
Exit Management
Change Control
Disaster Recovery
Audit Rights
Insurance
Assignment and Novation
Non-Solicitation
Notice
Dispute Resolution
Governing Law
Entire Agreement
Severability
Third Party Rights
Variations
Waiver
Counterparts
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