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Support And Maintenance Agreement
"I need a Support and Maintenance Agreement for my software company to provide 24/7 IT support services to a Singapore-based bank, including strict SLAs for critical systems and comprehensive disaster recovery provisions, starting from March 2025."
1. Parties: Identifies the contracting parties and their details
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of support and maintenance services
5. Service Levels: Performance standards and metrics
6. Fees and Payment: Pricing, payment terms, and invoicing
7. Term and Termination: Duration and termination provisions
8. Confidentiality: Protection of confidential information
1. Change Control: Process for managing changes to services - recommended for complex or long-term agreements
2. Disaster Recovery: Business continuity provisions - recommended for critical systems support
3. Security Requirements: Specific security protocols and requirements - recommended when handling sensitive data or systems
4. Training: Training provisions for client staff - recommended when knowledge transfer is required
1. Service Level Agreement (SLA): Detailed service levels and performance metrics
2. Price Schedule: Detailed breakdown of fees and charges
3. Support Procedures: Detailed support processes and escalation procedures
4. Supported Systems: List of systems covered under the agreement
5. Contact Details: Key contacts for both parties
Authors
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