This Support Agreement template is designed for use under Swiss law when establishing a formal support services relationship between a service provider and customer. It is particularly relevant when ongoing technical, professional, or operational support is required, whether for software, hardware, or professional services. The agreement comprehensively addresses essential elements required under Swiss contract law, including detailed service specifications, performance metrics, and compliance with Swiss data protection regulations. It should be used when parties need to clearly define support obligations, service levels, response times, and commercial terms. The document includes provisions for both standard support services and potential additional services, incorporating Swiss legal requirements while maintaining flexibility for various business contexts.
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1. Parties: Identification and details of the service provider and the customer
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of the support services to be provided
5. Service Provider Obligations: Key responsibilities and commitments of the service provider
6. Customer Obligations: Customer's responsibilities and requirements for enabling support delivery
7. Service Levels: Performance standards, response times, and service availability commitments
8. Fees and Payment: Pricing, payment terms, and invoicing procedures
9. Term and Termination: Duration of the agreement and termination provisions
10. Intellectual Property: IP rights and licenses related to the support services
11. Confidentiality: Protection of confidential information exchanged during support delivery
12. Data Protection: Compliance with Swiss data protection laws and data handling procedures
13. Liability and Indemnification: Limitation of liability and indemnification obligations
14. Force Majeure: Provisions for handling events beyond reasonable control
15. General Provisions: Standard legal clauses including governing law, jurisdiction, and notices
1. Disaster Recovery: Required when support includes business continuity services
2. Security Requirements: Needed when support involves access to sensitive systems or data
3. Training Services: Include when the support package includes user training
4. Hardware Support: Required when physical equipment maintenance is part of the service
5. Software Updates: Include when support covers software maintenance and updates
6. On-Site Support: Needed when physical presence at customer location is required
7. Escalation Procedures: Include for complex support structures with multiple service tiers
8. Transition Services: Required when covering handover at start or end of services
1. Schedule 1 - Service Level Agreement: Detailed service levels, metrics, and performance measurement
2. Schedule 2 - Support Services Description: Detailed technical specifications of support services
3. Schedule 3 - Fee Schedule: Detailed pricing, rate cards, and payment terms
4. Schedule 4 - Contact Details: Key contacts and escalation points for both parties
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Incident Classification: Definitions and response times for different incident types
7. Appendix B - Change Control Procedure: Process for managing changes to services or requirements
8. Appendix C - Reporting Templates: Standard formats for service performance reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Professional Services
Manufacturing
Healthcare
Financial Services
Telecommunications
Retail
Education
Industrial Services
Cloud Services
Consulting
Relevant Teams
Legal
Information Technology
Operations
Procurement
Customer Support
Service Delivery
Compliance
Commercial
Account Management
Technical Support
Service Management
Relevant Roles
Chief Technology Officer
IT Manager
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
Operations Director
Support Manager
Account Manager
Technical Support Lead
Commercial Director
Compliance Officer
Service Level Manager
Business Development Manager
Customer Success Manager
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