The Support Agreement is a crucial document used to formalize the provision of ongoing support services between a service provider and customer in Qatar. It is particularly relevant for businesses requiring continuous operational, technical, or professional support services. The agreement must comply with Qatar's Civil Code (Law No. 22 of 2004) and Commercial Code (Law No. 27 of 2006), and typically includes detailed service levels, performance metrics, pricing structures, and operational procedures. This document is essential for establishing clear expectations, responsibilities, and remedies for both parties while ensuring compliance with Qatar's regulatory requirements, including local agency rules where applicable. The Support Agreement serves as the primary reference point for managing the ongoing service relationship and resolving any disputes that may arise during the service period.
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1. Parties: Identification of contracting parties with full legal names and addresses
2. Background: Context of the agreement and relationship between parties
3. Definitions: Defined terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided
5. Service Levels: Performance standards and service level requirements
6. Term and Termination: Duration of agreement and termination provisions
7. Fees and Payment: Pricing, payment terms, and invoicing procedures
8. Personnel and Resources: Requirements for service delivery staff and resources
9. Obligations of Service Provider: Key responsibilities and commitments of the support provider
10. Obligations of Customer: Customer responsibilities and requirements
11. Confidentiality: Protection of confidential information
12. Intellectual Property: IP rights and ownership provisions
13. Liability and Indemnification: Limitation of liability and indemnification terms
14. Force Majeure: Provisions for unforeseen circumstances
15. Governing Law and Jurisdiction: Qatar law governance and dispute resolution procedures
16. General Provisions: Standard boilerplate clauses including notices, amendments, etc.
1. Data Protection: Required if personal data processing is involved in service delivery
2. Security Requirements: Include if services involve access to sensitive systems or data
3. Business Continuity: Add if service criticality requires disaster recovery planning
4. Compliance with Laws: Include if specific regulatory compliance is required
5. Training: Add if service provider must provide training to customer staff
6. Transition Services: Include if complex service handover is required at start/end
7. Insurance: Add if specific insurance coverage requirements exist
8. Third-Party Rights: Include if third parties have rights under the agreement
1. Schedule 1 - Service Description: Detailed specification of support services
2. Schedule 2 - Service Levels: Detailed SLAs, KPIs, and measurement methods
3. Schedule 3 - Charges: Detailed pricing, payment structure, and rate cards
4. Schedule 4 - Personnel: Key personnel, qualifications, and replacement procedures
5. Schedule 5 - Governance: Service management and reporting procedures
6. Appendix A - Escalation Matrix: Contact details and escalation procedures
7. Appendix B - Technical Requirements: Technical specifications and requirements
8. Appendix C - Form of Reports: Templates for required service reports
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Facilities Management
Professional Services
Healthcare
Telecommunications
Financial Services
Oil & Gas
Construction
Manufacturing
Education
Relevant Teams
Legal
Operations
Service Delivery
Commercial
Procurement
Account Management
Technical Support
Compliance
Business Development
Project Management
Facilities Management
Information Technology
Risk Management
Relevant Roles
Legal Counsel
Contract Manager
Operations Director
Service Delivery Manager
Commercial Manager
Procurement Manager
Account Manager
Technical Support Manager
Compliance Officer
Business Development Manager
Project Manager
Facilities Manager
IT Manager
Chief Operating Officer
Risk Manager
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