This software support agreement template contains all the provisions of our standard software maintenance agreement template. In addition, it contains optional provisions concerning project management, confidential information, publicity, third party co-operation, indemnities benefiting the customer and the supplier, non-solicitation of personnel, and the assignment of IPR in modifications made to the software by the service provider.

Just like the standard contract template, this premium template can be used in relation to a wide range of software support and maintenance services. The maintenance SLA (service level agreement) includes provisions covering: (i) the provision of a helpdesk; (ii) the correction of software problems and errors; (iii) the application of general upgrades to software; and (iv) the provision of minor development services.

The contents of this software support agreement template are as follows:

(1) Definitions and interpretation
(2) Term
(3) Services
(4) Project management
(5) Customer obligations
(6) Invoicing
(7) Payment
(8) Modifications: licence / assignment
(9) Customer licence
(10) Warranties
(11) Indemnities
(12) Limitations and exclusions of liability
(13) Data protection
(14) Confidentiality and publicity
(15) Termination
(16) Effects of termination
(17) Notices
(18) Force Majeure Event
(19) General

The software support contract also includes two schedules:

Schedule 1 - Maintenance SLA
Schedule 2 - Charges

The template is 22 pages (including the cover sheet) and is delivered in Word (.doc) format.

You can a few pages from the contract here:

Sample Software Support Agreement

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