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Software support agreement (premium)

This agreement is designed to cover software support services. The covered services may include the provision of a helpdesk for reporting issues, and the provisions of assistance of various kinds in relation to issue reported to the helpdesk.

This document is in traditional agreement form. It may be negotiated between the parties, and is designed to be signed by each party, rather than (for example) agreed online.

The core provisions of this agreement cover the services definition, charges and payments, contract term and termination, and warranties and liabilities.

As a long-form document, there are lots of optional provisions in this agreement. The optional provisions cover such matters as service levels, expenses and timesheets, confidential information and publicity, and indemnification.

This agreement does not cover software maintenance services, such as the provision of updates and upgrades by a software vendor. See our specialist software maintenance agreements, which have been designed for this particular purpose.

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Software support agreement (premium) contents

  1. Definitions: definitions.
  2. Term: commencement of term; end of term.
  3. Support Services: support services provision; standard of support services; support services in accordance with SLA; suspension of support services.
  4. Customer
    obligations:
    general second party obligations; access to computer systems.
  5. Customer
    Systems
    :
    compliance of second party computer systems.
  6. No assignment of Intellectual Property Rights: no assignments of intellectual property rights.
  7. Representatives: instructions given by first party representatives; instructions given by second party representatives.
  8. Management: management meetings; notice to be given when requesting management meeting; attendance of representatives at management meetings.
  9. Change control: application of section to change requests; request changes at any time; change control notice to be in designated form; actions upon receipt of a change control notice; changes only take effect upon agreement of CCN.
  10. Charges: obligation to pay charges; time-base charges limitations; amounts inclusive or exclusive of VAT; variation of charges.
  11. Expenses: obligation to reimburse expenses; collection of evidence of expenses; supply of evidence of expenses.
  12. Timesheets: obligation to keep timesheets; obligation to supply timesheets.
  13. Payments: issue of invoices; time for payment of charges following invoice; payment methods; interest on late payments; interest on late payments.
  14. Confidentiality obligations: first party confidentiality undertaking; second party confidentiality undertaking; disclosure of confidential information to certain persons; exceptions to confidentiality obligations; disclosures of confidential information mandated by law etc; parties to stop using confidential information upon termination; parties to return or destroy confidential information following termination; confidentiality obligations after termination.
  15. Publicity: limited public disclosures; limited public disclosures by first party; limited public disclosures by second party; confidentiality obligations overriding.
  16. Data protection: compliance with data protection laws; warranty of
    Customer
    's right to disclose personal data (GDPR); details of personal data and purposes of processing by 
    the Provider
     (GDPR); duration of personal data processing by
    Provider
    (GDPR); personal data processed by
    Provider
    on instructions (GDPR); personal data processed by
    Provider
    as required by law (GDPR); confidentiality obligations on
    Provider
     persons processing personal data (GDPR); security of personal data processed by 
    Provider
     (GDPR); appointment of sub-processor by
    Provider
    (GDPR);
    Provider
     to assist with exercise of data subject rights (GDPR);
    Provider
     to assist with compliance (GDPR);
    Provider
     to provide information (GDPR); deletion of personal data by 
    Provider
     (GDPR);
    Provider
     to allow audit (GDPR); changes to data protection law.
  17. Warranties: first party general warranties; second party warranty of authority; exclusion of implied warranties and representations.
  18. Indemnities: indemnity upon breach: any provision or specified provisions (with definition); conditions upon first party indemnity; indemnity upon breach: any provision or specified provisions (with definition); conditions upon second party indemnity; limitations of liability vs indemnities.
  19. Limitations and exclusions of liability: caveats to limits of liability; interpretation of limits of liability; no liability for force majeure; 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; per event liability cap upon services contract; aggregate liability cap upon services contract.
  20. Force Majeure Event: obligations suspended for force majeure; force majeure notification and information; mitigation of effects of force majeure.
  21. Termination: termination without cause (optionally assymetric); termination by either party without cause; termination upon breach; termination upon insolvency; termination upon non-payment.
  22. Effects of termination: surviving provisions upon termination; termination does not affect accrued rights; charges on termination of contract.
  23. Non-solicitation of personnel: non-solicitation of employees by second party; non-solicitation of employees by first party.
  24. Notices: contractual notices must be in writing; methods of sending contractual notices to first party; methods of sending contractual notices to second party; contact details for contractual notices; substitute contact details for notices; acknowledgement of notice by email; deemed receipt of contractual notices.
  25. Subcontracting: no subcontracting without consent; subcontracting permitted; first party responsible for subcontracted obligations.
  26. Assignment: assignment by first party; assignment by second party.
  27. No waivers: no unwritten waivers of breach; no continuing waiver.
  28. Severability: severability of whole; severability of parts.
  29. Third party rights: third party rights: benefit; third party rights: exercise of rights.
  30. Variation: variation in writing and signed, subject to change control.
  31. Entire agreement: entire agreement: documents; no mispresentation; section subject to caveats to limits of liablity.
  32. Law and jurisdiction: governing law; jurisdiction.
  33. Interpretation: statutory references; section headings not affecting interpretation; calendar month meaning; no ejusdem generis.

SCHEDULE 1 (SOFTWARE PARTICULARS)

  1. Identification of Software: identification of software prompt.
  2. Customer
    Systems
    :
    prompt for indentification of customer system requirements.
  3. Financial provisions: financial provisions prompt.
  4. Representatives: first party representatives; second party representatives.

SCHEDULE 2 (SUPPORT SLA)

  1. Introduction: introduction to support SLA.
  2. Helpdesk: helpdesk obligation; purpose of support services helpdesk; access to helpdesk; times of helpdesk availability; all requests for support to go through helpdesk.
  3. 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.
  4. Provision of Support Services: support services to be provided remotely.
  5. Limitations on Support Services: excessive use of support services; specific exceptions to support services; support services and unrelated issues.

SCHEDULE 3 (FORM OF CCN)

  1. Introduction: title of change; change control notice number; change proposor; date of change control notice; summary of proposed change.
  2. Change details: insert details of change.
  3. Impact of Change: impact upon resources; impact upon timetable; impact upon charges; other effects of proposed change.
  4. Agreement to Change: acceptance of change by signature; form of signature block for first party; form of signature block for second party.

SCHEDULE 4 (DATA PROCESSING INFORMATION)

  1. Categories of data subject: prompt for categories of data subject.
  2. Types of Personal Data: prompt for types of personal data.
  3. Purposes of processing: prompt for personal data processing purposes.
  4. Security measures for Personal Data: prompt for security measures for personal data.
  5. Sub-processors of Personal Data: prompt for identifying sub-processors of personal data.
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