This Support Agreement template is designed for use in New Zealand business contexts where ongoing technical, operational, or professional support services are required. It provides a robust framework for defining service delivery obligations, performance standards, and commercial terms between service providers and their customers. The agreement incorporates key requirements under New Zealand law, including the Contract and Commercial Law Act 2017, Consumer Guarantees Act 1993, and Fair Trading Act 1986. It is particularly suitable for technology services, professional support, and managed services arrangements, whether for simple support relationships or complex enterprise-level support requirements. The document includes comprehensive provisions for service levels, response times, escalation procedures, and performance monitoring, along with necessary commercial and legal protections for both parties.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the support services to be provided
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: Agreed service levels, response times, and performance metrics
6. Customer Obligations: Requirements and responsibilities of the customer
7. Fees and Payment: Pricing, payment terms, and invoicing arrangements
8. Term and Termination: Duration of agreement and termination provisions
9. Confidentiality: Protection and handling of confidential information
10. Intellectual Property: Ownership and usage rights of IP related to the services
11. Liability and Indemnity: Limitation of liability and indemnification provisions
12. General Provisions: Standard boilerplate clauses including governing law, notices, and assignment
1. Change Management: Procedures for requesting and implementing changes to services - include when services may evolve
2. Disaster Recovery: Disaster recovery and business continuity procedures - include for critical support services
3. Security Requirements: Specific security protocols and requirements - include when handling sensitive data
4. Personnel Requirements: Qualifications and requirements for support staff - include when specific expertise is required
5. Third-Party Providers: Management of subcontractors or third-party service providers - include when external providers are involved
6. Training Services: Training provisions for customer staff - include when training is part of support
7. Transition Services: Provisions for transition in/out of services - include for complex support arrangements
1. Schedule 1 - Service Description: Detailed technical specifications of support services
2. Schedule 2 - Service Levels: Detailed service level agreements including metrics and measurements
3. Schedule 3 - Fee Schedule: Detailed pricing, rate cards, and payment terms
4. Schedule 4 - Escalation Procedures: Support escalation process and contact details
5. Schedule 5 - Required Reports: Format and frequency of service performance reports
6. Appendix A - Technical Requirements: Customer's technical environment and requirements
7. Appendix B - Support Hours and Contact Details: Operating hours and contact information for support services
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Professional Services
Telecommunications
Healthcare
Financial Services
Manufacturing
Education
Retail
Infrastructure Services
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Customer Support
Account Management
Commercial
Risk Management
Compliance
Relevant Roles
Chief Technology Officer
IT Manager
Service Delivery Manager
Contract Manager
Procurement Manager
Operations Director
Support Manager
Account Manager
Legal Counsel
Commercial Manager
Customer Success Manager
Technical Support Lead
Find the exact document you need
Electronic Contract
A New Zealand law-compliant electronic contract template for digital transactions and agreements, incorporating electronic signature and security provisions.
find out more
Service Level Guarantee
A New Zealand-compliant agreement that defines guaranteed service performance levels and remedies for non-compliance.
find out more
Lease Agreement For Trucking Company
A New Zealand-governed commercial lease agreement specifically designed for trucking company operations, including provisions for vehicle facilities and operational requirements.
find out more
Notarial Contract
A formally authenticated legal document executed before a New Zealand Notary Public, carrying legal weight domestically and internationally.
find out more
Distance Contract
New Zealand-compliant Distance Contract template for remote selling arrangements, suitable for online, telephone, and mail-order transactions.
find out more
Client Confidentiality Policy
An internal policy document governing the protection of client confidential information under New Zealand law, including handling procedures and compliance requirements.
find out more
Labor Agreement
A New Zealand-compliant employment agreement establishing terms and conditions between employer and employee under NZ employment law.
find out more
Design Agreement
A New Zealand-governed agreement establishing terms between a design service provider and client, covering design services, deliverables, and related obligations.
find out more
Website Maintenance Agreement
A New Zealand-governed agreement defining terms and conditions for professional website maintenance services, including updates, support, and security management.
find out more
IT Service Level Agreement
A New Zealand-governed agreement defining IT service delivery terms, performance standards, and operational requirements between service provider and customer.
find out more
General Contract For Services
A New Zealand-compliant contract template for establishing service provision relationships between providers and clients, aligned with NZ contract law.
find out more
Bartender Contract
New Zealand-compliant employment agreement for bartending positions, covering essential terms and alcohol service requirements.
find out more
House Share Agreement
A New Zealand-compliant agreement establishing terms and conditions for multiple occupants sharing a residential property, aligned with local tenancy laws.
find out more
Training Agreement Between Company And Trainer
A New Zealand-governed agreement establishing terms between a company and trainer for professional training services delivery.
find out more
Service Bond Agreement
A New Zealand-compliant agreement binding an employee to serve an organization for a specified period in exchange for receiving training or educational support.
find out more
Reservation Contract
A New Zealand-compliant contract establishing terms and conditions for reservations, including payment terms, cancellation policies, and party obligations.
find out more
Public Service Agreement
A New Zealand-governed agreement for engaging service providers within the public sector, aligned with Public Service Act 2020 requirements.
find out more
Operation And Maintenance Contract
A New Zealand-governed agreement establishing terms for facility operation and maintenance services, including service scope, performance standards, and compliance requirements.
find out more
Framework Contract In Procurement
New Zealand Framework Contract establishing terms and conditions for ongoing procurement relationships between purchasers and suppliers.
find out more
Facility Letter
A formal document under New Zealand law that outlines the terms and conditions of a credit facility or loan, serving as a binding agreement between a financial institution and borrower.
find out more
Exclusive Buyer Brokerage Agreement
A New Zealand-compliant agreement establishing exclusive representation rights between a real estate agent and property buyer, governed by NZ real estate law.
find out more
Enterprise Subscription Agreement
A New Zealand-governed agreement establishing terms for enterprise subscription services, including service delivery, performance standards, and compliance requirements.
find out more
Development Services Agreement
A New Zealand-governed agreement establishing terms for development services provision, including scope, IP rights, and delivery requirements.
find out more
Customer Protection Agreement
A legal agreement outlining customer protections and rights under New Zealand law, establishing clear standards for business-consumer relationships.
find out more
Admission Agreement
A New Zealand-compliant legal agreement establishing the terms of admission between an educational institution and a student, outlining rights, responsibilities, and conditions of enrollment.
find out more
Administrative Contract
A New Zealand-governed contract for public sector arrangements, establishing terms for service delivery and compliance with government requirements.
find out more
Transfer Contract
A New Zealand law-governed agreement facilitating the formal transfer of assets, property, rights, or obligations between parties.
find out more
Shared Services Agreement
A New Zealand law-governed agreement establishing terms and conditions for shared services delivery between organizations, including service specifications, performance standards, and governance structures.
find out more
Installation Agreement
A New Zealand-governed agreement setting out terms and conditions for equipment or system installation services, including scope, specifications, and compliance requirements.
find out more
Payment Settlement Agreement
A New Zealand-compliant agreement that formalizes payment settlement terms between parties, including settlement amount, payment schedule, and release of claims.
find out more
Dispatcher Agreement
A New Zealand-compliant agreement establishing terms and conditions for dispatch services, including operational procedures and performance standards.
find out more
Staffing Agreement
A New Zealand-governed agreement between a staffing agency and client organization for temporary staffing and permanent placement services.
find out more
Personal Services Contract
A New Zealand-governed agreement establishing terms and conditions between an independent contractor and client for professional services delivery.
find out more
Staff Contract
A legally compliant New Zealand employment agreement establishing the terms and conditions of employment under New Zealand law.
find out more
Volunteer Agreement
A New Zealand-compliant agreement establishing the relationship between an organization and a volunteer, defining rights, responsibilities, and expectations of both parties.
find out more
Home Construction Contract
New Zealand residential construction agreement defining terms, specifications, and obligations between homeowner and builder under NZ law.
find out more
Home Repair Contract
A New Zealand-compliant contract governing residential repair works between contractors and homeowners, including scope, terms, and obligations.
find out more
Truck Driver Contract Agreement
A New Zealand-governed agreement establishing employment terms between a transport company and truck driver, ensuring compliance with NZ transport and employment regulations.
find out more
Real Estate Purchase Contract
A legally binding agreement under New Zealand law for the sale and purchase of real property, detailing terms, conditions, and obligations of the transaction.
find out more
Data Processing Agreement
A New Zealand law-governed agreement establishing terms and obligations for processing personal information between a data controller and processor under the Privacy Act 2020.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)