Software support and maintenance
Software support refers, in this context, to the provision of a helpdesk or other contact mechanism, through which the customer or the customer's users can access help, advice and assistance in relation to the software in question, and report bugs and other issues with the software.
These software maintenance agreements are designed for use in circumstances where a software vendor will provide maintenance services with respect to its own software. Each agreement differentiates between minor updates and major software upgrades. A service level agreement attached as a schedule contains detailed provisions concerning when and how the software will be updated or upgraded.
These terms and conditions should be used in relation to general IT support services provided to businesses. They are not suitable for use in relation to contracts with consumers. All these templates include an optional data protection clause to help services providers who are acting as processors (rather than controllers) comply with their obligations under data protection law.
These documents make a clear distinction between support services and maintenance services. Two separate service level agreements are provided as schedules, one for support and the other for maintenance. The support provisions cover the provision of a helpdesk, response and resolution times, and limits on support services. The maintenance provisions cover notification of updates and upgrades, the provision and/or application of updates and upgrades, an the consequences of failing to apply an update or upgrade. In addition, all the documents include a GDPR-friendly data processing clause.
This is a B2C-specific version of our short-form (ie "basic") IT support services terms and conditions document. The terms and conditions have been created to regulate the supply of IT support services to consumers (not businesses). Optional provisions cover the supply of hardware and software licences. A special clause included in the document covers distance contracts and off-premises contracts - in respect of ...
Combining contract clauses concerning the creation and assignment of rights in software with clauses concerning the maintenance of software, these two-in-one agreements help you to limit the number of legal documents you need to sign.
This is an agreement to govern the provision of support and/or maintenance services in relation to a websites. Support might include the provision of a helpdesk, the handling of queries raised by the client in relation to the use of the websites, the logging and investigation of bugs and errors in the websites, adding content to the websites and/or minor changes to the ...
Support and maintenance services in relation to a website or websites may be provided under, and regulated by, these terms and conditions. The maintenance service that are contemplated in these terms and conditions may include the provision of minor updates to the website software, as well as the provision of major version upgrades. The support services that are contemplated in these terms and conditions may ...
Software licences - especially B2B licences - are often combined with a maintenance contract under which the licensor undertakes to keep the software up to date. Under each of the versions of this software licence and maintenance agreement, the licensor agrees to supply the software, grants a limited licence to use the software and agrees to supply and/or apply updates and/or upgrades to the software. The Licensee agrees to provide any necessary assistance (such as access to computer systems and networks) and to pay the applicable licence and maintenance fees. All versions include a service level agreement for the maintenance services, which sets out specific obligations in relation to maintenance.
Under each of these software licence and support agreements, the licensor undertakes to supply software, grants to the licensee a right to use that software and undertakes to support that software during the term of the agreement. In consideration, the licensee undertakes to pay the licence and support fees.
These are business-to-business software licensing agreements incorporating provisions relating to both support and maintenance. Each agreement includes two entirely optional service level schedules, one setting on the standards that the support services must meet and one setting out the standards that the maintenance services must meet.
The development and delivery of software is often followed by ongoing support and maintenance services, and these agreements have been designed for use in exactly those circumstances. The agreements presume that the rights in the software will be assigned (not licensed) to the customer. Support and maintenance are treated separately, with service levels for each set out in schedules to the main agreement.
This agreement covers three different types of service: software-related support services, the maintenance of software (including updates / upgrades), and general consultancy. Optional service level agreements (SLAs) for the support and maintenance are included as schedules to this document. The SLAs set out specific requirements in relation to the provision of those services. For example, the service provider may undertake to respond to support requests ...
Even the shortest version of this agreement is relatively complex, as it has to deal with a range of different services with different contractual requirements. All versions assume that the core software development services will be provided at the outset of the contract and that the licence will be granted - and support and maintenance will begin - after the completion of those development services. Optional service level agreements for both support and maintenance are included in all versions.