Software support and maintenance agreement (basic)

This short-form agreement covers the provision of support services and maintenance services in relation to software.

Support services include the provision of a helpdesk enabling the customer to raise software issues with the service provider and the resolution of those issues. Maintenance services include the provision of software updates and upgrades to the customer.

This document is also available in standard-form and long-form versions. If the service provider will be acting as a processor of personal data in relation to data supplied by the customer, you should either use one of those longer documents or supplement this document with a data processing agreement.

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Software support and maintenance agreement (basic) contents

Definitions: definitions.
Term: commencement of term; end of term.
Maintenance Services: maintenance services provision; standard of maintenance services; maintenance services in accordance with SLA; suspension of maintenance services; termination of maintenance services for convenience; discontinuing software maintenance services; consequences of termination of maintenance services.
Support Services: support services provision; standard of support services; support services in accordance with SLA; suspension of support services; termination of support services for convenience; consequences of termination of support services.
Customer
obligations: general second party obligations; access to computer systems.
No assignment of Intellectual Property Rights: no assignments of intellectual property rights.
Charges: obligation to pay charges; time-base charges limitations; amounts inclusive or exclusive of VAT; variation of charges.
Payments: issue of invoices; time for payment of charges following invoice; payment methods; interest on late payments; interest on late payments.
Warranties: first party general warranties; second party warranty of authority; exclusion of implied warranties and representations.
Limitations and exclusions of liability: caveats to limits of liability; interpretation of limits of liability; no liability for loss of profits; no liability for loss of revenue; no liability for loss of use; no liability for loss of opportunities; no liability for loss of data or software; no liability for consequential loss.
Force Majeure Event: obligations suspended for force majeure; force majeure notification and information; mitigation of effects of force majeure.
Termination: termination by either party without cause; termination by either party upon breach; termination upon insolvency.
Effects of termination: surviving provisions upon termination; termination does not affect accrued rights; charges on termination of contract.
Notices: methods and deemed receipt of contractual notices; contact details for contractual notices; substitute contact details for notices.
Subcontracting: no subcontracting without consent; subcontracting permitted; first party responsible for subcontracted obligations.
General: no waiver; severability; variation written and signed; no assignment without written consent; no third party rights; entire agreement; governing law; exclusive jurisdiction.
Interpretation: statutory references; section headings not affecting interpretation; calendar month meaning; no ejusdem generis.

SCHEDULE 1 (SOFTWARE PARTICULARS)

Identification of Software: identification of software prompt.
Financial provisions: financial provisions prompt.

SCHEDULE 2 (MAINTENANCE SLA)

Introduction: introduction to maintenance SLA.
Updates: notice of software updates; provision of software updates; application of software updates; provision and application of software updates; consequences of not applying software update.
Upgrades: upgrade release roadmap; obligation to release upgrades; notice of software upgrades; provision of software upgrades; application of software upgrades; provision and application of software upgrades; consequences of not applying software upgrade.

SCHEDULE 3 (SUPPORT SLA)

Introduction: introduction to support SLA.
Helpdesk: helpdesk obligation; purpose of support services helpdesk; access to helpdesk; times of helpdesk availability; all requests for support to go through helpdesk.
Response and resolution: software support issue categorisation; allocation of support issue severity categories; support response times; contents of response to support request; support resolution times.
Provision of Support Services: support services to be provided remotely.
Limitations on Support Services: excessive use of support services; specific exceptions to support services; support services and unrelated issues.

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Version	1.4
First published	1 Sep 2016
Last updated	14 Jan 2021
Law	English law and EU law
Language	English (UK)
^†Word count	6,134
^†Template pages	14

† These figures are approximations.

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Software support and maintenance agreements

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Software support and maintenance agreement (basic)

This short-form agreement covers the provision of support services and maintenance services in relation to software.

Software support and maintenance agreement (basic) contents

Software support and maintenance agreements

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