Support Contract

Support Contract Template for Austria

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Key Requirements PROMPT example:

"I need a Support Contract for providing 24/7 IT infrastructure support services to a financial services company in Austria, including strict SLAs with 15-minute response times for critical incidents and GDPR-compliant data handling procedures, starting from January 2025."

Document background

This Support Contract template is specifically designed for use in Austria, providing a structured framework for support service arrangements between service providers and clients. It incorporates essential requirements under Austrian law, including provisions from the ABGB (Austrian Civil Code) and relevant EU regulations such as GDPR. The document is particularly useful when establishing ongoing support services, whether technical, operational, or professional in nature. It includes comprehensive coverage of service levels, response times, performance metrics, data protection measures, liability provisions, and payment terms. The Support Contract can be customized for various service types while maintaining compliance with Austrian legal requirements and business practices.

Suggested Sections

1. Parties: Identification and details of the support service provider and the client

2. Background: Context of the support services and relationship between the parties

3. Definitions: Definitions of key terms used throughout the agreement

4. Scope of Services: Detailed description of support services to be provided

5. Service Levels: Performance standards, response times, and service availability commitments

6. Duration and Termination: Contract term, renewal provisions, and termination conditions

7. Fees and Payment: Pricing structure, payment terms, and invoicing procedures

8. Obligations of Service Provider: Key responsibilities and commitments of the support provider

9. Client Responsibilities: Essential obligations and requirements for the client

10. Confidentiality: Protection and handling of confidential information

11. Data Protection: GDPR compliance and data handling procedures

12. Liability and Indemnification: Limitation of liability and indemnification provisions

13. Force Majeure: Handling of events beyond reasonable control

14. Governing Law and Jurisdiction: Confirmation of Austrian law application and jurisdiction

15. General Provisions: Standard boilerplate clauses including severability and entire agreement

Optional Sections

1. Implementation Phase: Include when support services require initial setup or implementation period

2. Third-Party Services: Include when support involves integration with or use of third-party services

3. Hardware Requirements: Include when support services require specific hardware configurations

4. Training Services: Include when provider offers training as part of support package

5. Disaster Recovery: Include for critical support services requiring backup and recovery procedures

6. Security Requirements: Include for services involving sensitive data or systems

7. Service Credits: Include when implementing financial compensation for service level failures

8. Change Management: Include when support services may require systematic changes over time

9. Audit Rights: Include for high-value or regulated support services

Suggested Schedules

1. Service Level Agreement (SLA): Detailed service levels, metrics, and performance standards

2. Fee Schedule: Detailed breakdown of all fees, rates, and payment terms

3. Support Procedures: Detailed procedures for requesting and receiving support

4. Contact Matrix: Key contacts and escalation procedures for both parties

5. Technical Requirements: Detailed technical specifications and requirements

6. Data Processing Agreement: GDPR-compliant data processing terms and procedures

7. Service Territories: Geographic locations where support services are provided

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok��˰� | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Information Technology

Software Development

Telecommunications

Professional Services

Manufacturing

Healthcare

Financial Services

Retail

Education

Engineering

Facilities Management

Infrastructure Services

Relevant Teams

Legal

Operations

Information Technology

Procurement

Customer Support

Service Delivery

Compliance

Risk Management

Account Management

Project Management

Technical Support

Business Development

Relevant Roles

Legal Counsel

Contract Manager

Service Delivery Manager

Operations Director

IT Manager

Procurement Manager

Technical Support Manager

Account Manager

Compliance Officer

Chief Technology Officer

Business Development Manager

Project Manager

Customer Success Manager

Risk Manager

Data Protection Officer

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Authors

Alex Denne

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