The Support Agreement is essential for businesses operating in the Philippines that require ongoing technical, operational, or maintenance support services. This document is commonly used when establishing long-term support relationships between service providers and their clients, particularly in technology, outsourcing, and service-based industries. The agreement must comply with Philippine legislation, including the Civil Code, Consumer Act, and Data Privacy Act, while addressing practical aspects of service delivery such as response times, service levels, and quality standards. It typically includes detailed schedules for service specifications, pricing, and escalation procedures, making it suitable for both domestic and international support service arrangements. The Support Agreement serves as a crucial tool for risk management, setting clear expectations, and ensuring consistent service delivery in the Philippine business context.
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1. Parties: Identification of the service provider and the client, including full 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 key 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 response times and quality standards
6. Client Obligations: Client's responsibilities, including providing necessary access, information, and cooperation
7. Service Levels: Specific performance metrics and standards that the service provider must meet
8. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
9. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination
10. Confidentiality: Provisions for protecting confidential information exchanged during service delivery
11. Data Protection: Compliance with Philippine Data Privacy Act and data handling procedures
12. Dispute Resolution: Process for resolving disputes between parties
13. Governing Law: Specification of Philippine law as governing law and jurisdiction
1. Force Majeure: Provisions for unforeseen circumstances preventing service delivery, particularly relevant in regions prone to natural disasters
2. Intellectual Property Rights: Include when support services involve software, documentation, or other IP-protected materials
3. Insurance: Required when support services involve on-site presence or high-value assets
4. Personnel Requirements: Include when specific qualifications or security clearances are required for support staff
5. Transition Services: Important when complex handover procedures are needed at contract end
6. Security Requirements: Add when support involves access to sensitive systems or facilities
7. Compliance with Industry Standards: Include for regulated industries or when specific certifications are required
8. Business Continuity: Important for critical support services requiring disaster recovery planning
1. Schedule A - Service Level Agreement (SLA): Detailed metrics for response times, resolution times, and service availability
2. Schedule B - Support Service Details: Technical specifications and detailed scope of support services
3. Schedule C - Fee Schedule: Detailed breakdown of fees, including standard rates and special rates for additional services
4. Schedule D - Escalation Matrix: Contact details and procedures for different levels of issue escalation
5. Schedule E - Required Reports: 抖阴视频 and specifications for regular service performance reports
6. Appendix 1 - Technical Requirements: Specific technical requirements and compatibility requirements
7. Appendix 2 - Service Locations: List of locations where support services will be provided
8. Appendix 3 - Accepted Service Request Formats: 抖阴视频 and procedures for submitting support requests
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Business Process Outsourcing
Manufacturing
Healthcare
Financial Services
Telecommunications
Retail
Education
Professional Services
Hospitality
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Customer Support
Service Delivery
Quality Assurance
Risk Management
Contract Administration
Relevant Roles
Chief Technology Officer
IT Manager
Service Delivery Manager
Operations Director
Contract Administrator
Legal Counsel
Procurement Manager
Support Services Director
Quality Assurance Manager
Compliance Officer
Technical Support Lead
Customer Success Manager
Account Manager
Risk Management Officer
Service Level Manager
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