This Support Contract template is designed for use in the Philippines, providing a comprehensive framework for support service arrangements between service providers and clients. It is particularly relevant in today's business environment where organizations increasingly rely on specialized support services for their operations. The document incorporates essential elements required under Philippine law, including provisions from the Civil Code, Consumer Act, and other relevant legislation. It is structured to address various types of support services, from technical and IT support to maintenance and operational support, making it adaptable across different industries. The Support Contract includes detailed service level agreements, performance metrics, pricing structures, and clear delineation of responsibilities, while ensuring compliance with local regulatory requirements and business practices. This template is especially valuable for organizations looking to formalize their support service arrangements while maintaining legal compliance in the Philippine jurisdiction.
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1. Parties: Identification of the service provider and the client, including their complete legal names, addresses, and registration details
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other important concepts used throughout the agreement
4. Scope of Services: Detailed description of the support services to be provided, including coverage hours and service channels
5. Service Provider Obligations: Comprehensive list of the service provider's responsibilities, including quality standards and response times
6. Client Obligations: Client's responsibilities and requirements to enable effective service delivery
7. Service Levels: Specific performance metrics, response times, and service quality standards
8. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
9. Term and Termination: Contract duration, renewal terms, and conditions for termination
10. Confidentiality: Obligations regarding protection of confidential information
11. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties
12. Force Majeure: Provisions for handling circumstances beyond parties' reasonable control
13. Governing Law and Jurisdiction: Specification of Philippine law as governing law and jurisdiction for dispute resolution
14. General Provisions: Standard boilerplate clauses including notices, amendments, and entire agreement
1. Data Protection: Required when support services involve handling personal or sensitive data, ensuring compliance with the Data Privacy Act
2. Intellectual Property Rights: Needed when support services involve software, documentation, or other IP-protected materials
3. Personnel Requirements: Include when specific qualifications or security clearances are required for support staff
4. Business Continuity: Required for critical support services requiring disaster recovery and business continuity planning
5. Insurance: Include when specific insurance coverage is required for the support services
6. Transition Services: Needed when complex handover procedures are required at contract end
7. Security Requirements: Include for support services requiring specific security protocols or compliance
8. Audit Rights: Required when client needs rights to audit service provider's performance or compliance
1. Schedule 1 - Service Level Agreement: Detailed metrics, measurements, and penalties for service level performance
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
3. Schedule 3 - Support Procedures: Detailed procedures for requesting and providing support services
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for support service delivery
6. Appendix A - Service Request Form: Standard form for requesting support services
7. Appendix B - Report Templates: Templates for regular service performance reporting
8. Appendix C - Contact Details: Key personnel contact information for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Business Process Outsourcing
Manufacturing
Healthcare
Telecommunications
Financial Services
Retail
Education
Real Estate
Construction
Logistics
Energy and Utilities
Relevant Teams
Legal
Operations
Procurement
Information Technology
Facilities Management
Contract Management
Vendor Management
Risk and Compliance
Commercial
Technical Support
Service Delivery
Relevant Roles
Operations Manager
Procurement Manager
Legal Counsel
Contract Manager
Service Delivery Manager
Support Services Director
Facilities Manager
IT Manager
Commercial Director
Chief Operations Officer
Vendor Management Specialist
Technical Support Manager
Compliance Officer
Risk Manager
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