This Support Contract template is specifically designed for use in Austria, providing a structured framework for support service arrangements between service providers and clients. It incorporates essential requirements under Austrian law, including provisions from the ABGB (Austrian Civil Code) and relevant EU regulations such as GDPR. The document is particularly useful when establishing ongoing support services, whether technical, operational, or professional in nature. It includes comprehensive coverage of service levels, response times, performance metrics, data protection measures, liability provisions, and payment terms. The Support Contract can be customized for various service types while maintaining compliance with Austrian legal requirements and business practices.
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1. Parties: Identification and details of the support service provider and the client
2. Background: Context of the support services and relationship between the parties
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided
5. Service Levels: Performance standards, response times, and service availability commitments
6. Duration and Termination: Contract term, renewal provisions, and termination conditions
7. Fees and Payment: Pricing structure, payment terms, and invoicing procedures
8. Obligations of Service Provider: Key responsibilities and commitments of the support provider
9. Client Responsibilities: Essential obligations and requirements for the client
10. Confidentiality: Protection and handling of confidential information
11. Data Protection: GDPR compliance and data handling procedures
12. Liability and Indemnification: Limitation of liability and indemnification provisions
13. Force Majeure: Handling of events beyond reasonable control
14. Governing Law and Jurisdiction: Confirmation of Austrian law application and jurisdiction
15. General Provisions: Standard boilerplate clauses including severability and entire agreement
1. Implementation Phase: Include when support services require initial setup or implementation period
2. Third-Party Services: Include when support involves integration with or use of third-party services
3. Hardware Requirements: Include when support services require specific hardware configurations
4. Training Services: Include when provider offers training as part of support package
5. Disaster Recovery: Include for critical support services requiring backup and recovery procedures
6. Security Requirements: Include for services involving sensitive data or systems
7. Service Credits: Include when implementing financial compensation for service level failures
8. Change Management: Include when support services may require systematic changes over time
9. Audit Rights: Include for high-value or regulated support services
1. Service Level Agreement (SLA): Detailed service levels, metrics, and performance standards
2. Fee Schedule: Detailed breakdown of all fees, rates, and payment terms
3. Support Procedures: Detailed procedures for requesting and receiving support
4. Contact Matrix: Key contacts and escalation procedures for both parties
5. Technical Requirements: Detailed technical specifications and requirements
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Service Territories: Geographic locations where support services are provided
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Telecommunications
Professional Services
Manufacturing
Healthcare
Financial Services
Retail
Education
Engineering
Facilities Management
Infrastructure Services
Relevant Teams
Legal
Operations
Information Technology
Procurement
Customer Support
Service Delivery
Compliance
Risk Management
Account Management
Project Management
Technical Support
Business Development
Relevant Roles
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
IT Manager
Procurement Manager
Technical Support Manager
Account Manager
Compliance Officer
Chief Technology Officer
Business Development Manager
Project Manager
Customer Success Manager
Risk Manager
Data Protection Officer
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