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This Support Contract template is designed for use in the Indonesian market when establishing formal support service arrangements between service providers and clients. It incorporates essential elements required under Indonesian law, particularly the Civil Code (KUHPerdata) and relevant business regulations. The document is typically used when organizing ongoing technical, operational, or professional support services, defining crucial aspects such as service levels, response times, and performance metrics. It includes comprehensive provisions for service delivery, quality standards, compliance requirements, and risk allocation, while ensuring alignment with Indonesian regulatory requirements for business operations and service provision. The contract structure accommodates various support service scenarios while maintaining compliance with local legal requirements and business practices.

1. Parties: Identification of the service provider and the client, including their complete legal names, registration numbers, and addresses

2. Background: Context of the agreement, including the client's need for support services and the provider's capabilities

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used throughout the agreement

4. Scope of Services: Detailed description of the support services to be provided, including service categories and coverage hours

5. Service Provider Obligations: Core responsibilities and commitments of the service provider, including quality standards and response times

6. Client Obligations: Responsibilities of the client, including providing necessary access, information, and cooperation

7. Service Levels: Specific performance metrics, response times, and service quality standards that the provider must meet

8. Fees and Payment: Pricing structure, payment terms, invoicing procedures, and any applicable taxes

9. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination

10. Confidentiality: Provisions for protecting confidential information of both parties

11. Intellectual Property: Ownership and usage rights of any IP involved in or created during service provision

12. Liability and Indemnification: Limitations of liability, indemnification obligations, and risk allocation between parties

13. Force Majeure: Provisions for handling circumstances beyond parties' reasonable control

14. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures

15. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment rights