The Support Agreement is essential for businesses operating in Saudi Arabia that require ongoing technical, operational, or professional support services. This document is commonly used when establishing long-term service relationships, particularly in technical, professional, or operational contexts. The agreement must comply with Saudi Arabian law, including Shariah principles and the Commercial Courts Law, while addressing specific regulatory requirements for different sectors. Key components typically include detailed service specifications, performance metrics, payment structures, and compliance requirements. The Support Agreement is particularly crucial for businesses engaging external service providers or establishing internal support frameworks, especially in regulated industries or when dealing with critical business functions.
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1. Parties: Identification of the service provider and recipient, including full legal names, commercial registration numbers, and authorized representatives
2. Background: Context of the agreement, relationship between parties, and general purpose of the support services
3. Definitions: Key terms used throughout the agreement, including technical terms specific to the support services
4. Scope of Services: Detailed description of support services to be provided, including service levels and performance standards
5. Term and Renewal: Duration of the agreement, commencement date, and renewal provisions
6. Fees and Payment Terms: Pricing structure, payment schedule, invoicing requirements, and VAT considerations
7. Service Provider Obligations: Specific duties and responsibilities of the service provider, including quality standards and response times
8. Customer Obligations: Requirements and responsibilities of the customer to facilitate service delivery
9. Confidentiality: Protection of confidential information and trade secrets
10. Intellectual Property: Ownership and usage rights of any IP involved in or created during service provision
11. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation
12. Force Majeure: Events excusing performance and related procedures
13. Termination: Grounds for termination, notice requirements, and consequences of termination
14. Governing Law and Dispute Resolution: Confirmation of Saudi law application and dispute resolution mechanisms
15. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Service Level Agreement (SLA): Detailed service levels and performance metrics - include when specific performance standards are crucial
2. Data Protection: Specific provisions for handling personal data - include when personal data processing is involved
3. Insurance: Insurance requirements - include for high-risk support services
4. Training: Training obligations and requirements - include when knowledge transfer is part of support
5. Transition Services: Provisions for handover or transition - include when complex system support is involved
6. Compliance with Anti-Corruption Laws: Specific anti-corruption provisions - include when dealing with government entities or high-value contracts
7. Local Content Requirements: Saudi local content requirements - include when subject to Saudi Aramco or government requirements
8. Business Continuity: Business continuity and disaster recovery - include for critical support services
1. Schedule 1 - Service Description: Detailed technical specifications and scope of support services
2. Schedule 2 - Service Levels: Specific performance metrics, KPIs, and measurement methods
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, pricing mechanisms, and payment terms
4. Schedule 4 - Contact Details: Key personnel and escalation contacts for both parties
5. Schedule 5 - Required Reports: Format and frequency of service performance reports
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Security Requirements: Security protocols and requirements for service provision
8. Appendix C - Change Control Procedure: Process for managing changes to services or agreement terms
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Oil & Gas
Healthcare
Manufacturing
Financial Services
Construction
Retail
Education
Professional Services
Logistics
Real Estate
Relevant Teams
Legal
Procurement
Operations
Information Technology
Facilities Management
Commercial
Compliance
Project Management
Account Management
Risk Management
Technical Support
Service Delivery
Business Development
Relevant Roles
Chief Operations Officer
Procurement Manager
Contract Manager
Legal Counsel
Technical Support Manager
Service Delivery Manager
Operations Director
IT Manager
Facilities Manager
Commercial Director
Compliance Officer
Project Manager
Account Manager
Risk Manager
Business Development Manager
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