The agreement covers three distinct services: software-related support services, software maintenance services, and consultancy services.
The schedules in this agreement contain optional service level agreements (SLAs) for the support and maintenance services. They outline the specifics of how support and maintenance will be provided.
This agreement does not cover software development provisions, licensing and resale of software or hardware supply. We do however have a range of other documents which cover these matters.
Because personal data may be processed by the services provider, in particular in the course of providing support or consultancy services, a GDPR-friendly data processor clause is included.