Support And Maintenance Agreement

Support And Maintenance Agreement Template for Denmark

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Document background

The Support And Maintenance Agreement is essential for businesses operating in Denmark that require ongoing technical support, system maintenance, or service management. This document is particularly relevant in today's technology-driven business environment where continuous system uptime and reliable support are crucial. The agreement, governed by Danish law and compliant with EU regulations, establishes clear parameters for service delivery, defines responsibilities and obligations of both parties, and includes specific provisions for service levels, response times, and quality metrics. It's commonly used in both B2B and B2C contexts where regular maintenance and support services are required, incorporating necessary data protection provisions and aligning with Danish business practices.

Suggested Sections

1. Parties: Identification of the service provider and customer, including business registration details

2. Background: Context of the agreement and relationship between the parties

3. Definitions: Defined terms used throughout the agreement

4. Scope of Services: Detailed description of support and maintenance services to be provided

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

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

7. Service Levels: Performance standards, response times, and measurement criteria

8. Fees and Payment: Pricing, payment terms, and invoicing procedures

9. Term and Termination: Duration of agreement and termination rights

10. Intellectual Property Rights: Ownership and licensing of IP related to the services

11. Confidentiality: Protection and handling of confidential information

12. Data Protection: GDPR compliance and data handling obligations

13. Liability and Indemnification: Limitation of liability and indemnification provisions

14. Force Majeure: Handling of events beyond reasonable control

15. General Provisions: Standard legal provisions including notices, assignment, and governing law

Optional Sections

1. Change Management: Procedures for handling changes to services or terms - include if services are complex or likely to evolve

2. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical systems support

3. Security Requirements: Specific security obligations and standards - include for sensitive systems or data

4. Personnel Requirements: Qualifications and vetting of service provider staff - include for high-security environments

5. Audit Rights: Customer's rights to audit service provider - include for regulated industries

6. Insurance: Specific insurance requirements - include for high-value or high-risk services

7. Exit Management: Detailed transition provisions - include for complex or business-critical services

8. Subcontractors: Terms for engaging and managing subcontractors - include if subcontracting is permitted

Suggested Schedules

1. Service Description: Detailed technical specification of support and maintenance services

2. Service Levels and KPIs: Detailed service level agreements, metrics, and measurement methods

3. Fee Schedule: Detailed pricing, rate cards, and payment terms

4. Escalation Matrix: Contact details and escalation procedures for service issues

5. Technical Requirements: Technical specifications and requirements for service delivery

6. Data Processing Agreement: GDPR-compliant data processing terms and details

7. Support Procedures: Detailed procedures for requesting and providing support

8. Change Request Template: Standard form for requesting and documenting changes

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