The Support Agreement serves as a critical legal framework for establishing and managing support service relationships under Belgian law. It is commonly used when a service provider agrees to deliver ongoing technical, operational, or professional support to a client organization. The document details service scope, performance standards, response times, and commercial terms while ensuring compliance with Belgian civil and commercial law requirements. This agreement type is essential for businesses requiring structured support arrangements, whether for IT systems, equipment maintenance, professional services, or technical assistance. The Support Agreement includes comprehensive provisions for service delivery, quality assurance, issue resolution, and performance monitoring, making it suitable for both straightforward and complex support arrangements. It incorporates necessary elements to comply with Belgian contract law while providing flexibility to accommodate specific service requirements and industry standards.
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1. Parties: Identification and details of the service provider and the client
2. Background: Context of the agreement and brief description of the parties' objectives
3. Definitions and Interpretation: Definitions of key terms and interpretation rules
4. Scope of Services: Detailed description of support services to be provided
5. Service Provider Obligations: Key responsibilities and commitments of the service provider
6. Client Obligations: Responsibilities and requirements of the client
7. Service Levels: Performance standards, response times, and quality metrics
8. Fees and Payment: Pricing, payment terms, invoicing, and payment methods
9. Term and Termination: Duration of agreement, renewal terms, and termination provisions
10. Intellectual Property Rights: Ownership and usage rights of any IP involved in the services
11. Confidentiality: Protection and handling of confidential information
12. Liability and Indemnification: Limitation of liability and indemnification obligations
13. Force Majeure: Provisions for handling events beyond parties' control
14. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Equipment Provision: Include when support involves provision or maintenance of specific equipment
2. Data Protection: Required when personal data processing is involved, detailing GDPR compliance
3. Security Requirements: Include for services involving access to client systems or sensitive data
4. Staff and Personnel: Necessary when on-site support or dedicated staff are part of the service
5. Disaster Recovery: Include for critical support services requiring business continuity planning
6. Insurance: Add when specific insurance coverage is required for the services
7. Compliance Requirements: Include when specific regulatory compliance is necessary
8. Service Credits: Add when financial penalties apply for missing service levels
1. Schedule 1 - Service Description: Detailed technical specification of support services
2. Schedule 2 - Service Level Agreement: Detailed performance metrics, measurement methods, and remedies
3. Schedule 3 - Pricing and Payment Terms: Detailed fee structure, rates, and payment conditions
4. Schedule 4 - Support Procedures: Operational procedures, escalation paths, and contact details
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Incident Classification: Definitions and response times for different incident levels
7. Appendix B - Report Templates: Standard formats for service reports and documentation
8. Appendix C - Contact Details: Key contacts and escalation matrix for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Manufacturing
Healthcare
Financial Services
Retail
Education
Energy
Transportation
Construction
Software Development
Relevant Teams
Legal
Operations
Information Technology
Procurement
Service Delivery
Account Management
Compliance
Risk Management
Commercial
Technical Support
Customer Success
Business Development
Relevant Roles
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
IT Manager
Procurement Manager
Support Manager
Technical Director
Account Executive
Commercial Director
Compliance Officer
Risk Manager
Business Development Manager
Chief Technology Officer
Chief Operations Officer
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