This Support Contract template is designed for use under Danish jurisdiction when establishing a formal support services relationship between a service provider and client. It is particularly relevant for ongoing service arrangements where defined service levels, response times, and performance metrics are crucial. The document incorporates essential elements required by Danish law, including compliance with the Danish Contracts Act, GDPR requirements, and relevant industry-specific regulations. It is suitable for various support scenarios, from technical and IT support to professional services and facilities management, and can be customized based on the specific nature of the support services being provided. The contract includes comprehensive provisions for service delivery, quality assurance, risk allocation, and dispute resolution, all aligned with Danish legal principles and business practices.
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Key Requirements PROMPT example:
Support Contract
I need a Support Contract for providing 24/7 IT infrastructure support services to a Danish financial institution, including strict SLAs with 99.9% uptime guarantee and GDPR compliance requirements, starting from March 1, 2025.
1. Parties: Identification and details of the service provider and the client, including business registration numbers (CVR)
2. Background: Context of the agreement and general purpose of the support services
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 Levels: Defined service levels, response times, and performance metrics
6. Duration and Commencement: Term of the agreement, including start date and initial period
7. Fees and Payment: Pricing structure, payment terms, and invoicing procedures
8. Service Provider Obligations: Key responsibilities and commitments of the support provider
9. Client Obligations: Requirements and responsibilities of the client
10. Data Protection and Security: GDPR compliance and data security measures
11. Confidentiality: Protection of confidential information for both parties
12. Intellectual Property Rights: Ownership and usage rights of any IP involved in the support services
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. Force Majeure: Provisions for unforeseen circumstances and force majeure events
15. Termination: Conditions and procedures for contract termination
16. Governing Law and Jurisdiction: Confirmation of Danish law application and jurisdiction
1. Insurance: Required when specific insurance coverage needs to be maintained by either party
2. Personnel Requirements: Include when specific qualifications or security clearances are required for support staff
3. Disaster Recovery: Necessary for critical support services requiring business continuity planning
4. Change Management: Include when the support services may require systematic changes over time
5. Audit Rights: Important when compliance or performance monitoring is crucial
6. Service Credits: Include when financial penalties apply for missing service levels
7. Third-Party Dependencies: Required when support services rely on third-party products or services
8. Environmental Requirements: Include when support services have environmental impacts or requirements
1. Service Level Agreement (SLA): Detailed metrics, measurements, and targets for service performance
2. Fee Schedule: Detailed breakdown of all fees, rates, and charging mechanisms
3. Support Procedures: Detailed procedures for requesting and delivering support services
4. Contact Matrix: Key contacts and escalation procedures for both parties
5. Technical Requirements: Technical specifications and requirements for service delivery
6. Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures
7. Service Locations: List of locations where support services will be provided
8. Approved Subcontractors: List of approved subcontractors if relevant to service delivery
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Telecommunications
Manufacturing
Healthcare
Financial Services
Professional Services
Retail
Education
Facilities Management
Industrial Services
Customer Service
Relevant Teams
Legal
Operations
Service Delivery
Procurement
Compliance
Information Technology
Facilities Management
Commercial
Risk Management
Customer Support
Account Management
Technical Support
Relevant Roles
Legal Counsel
Contract Manager
Operations Director
Service Delivery Manager
Support Manager
Account Executive
Procurement Manager
Compliance Officer
IT Manager
Facilities Manager
Business Development Manager
Risk Manager
Commercial Director
Technical Support Lead
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