Software support, maintenance and consultancy agreement

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.

1. Definitions
2. Term
3. Consultancy Services
4. Maintenance Services
5. Support Services
6. Customer obligations
7. No assignment of Intellectual Property Rights
8. Charges
9. Timesheets
10. Payments
11. Confidentiality obligations
12. Data protection
13. Warranties
14. Indemnities
15. Limitations and exclusions of liability
16. Force Majeure Event
17. Termination
18. Effects of termination
19. Notices
20. Subcontracting
21. General
22. Interpretation

SCHEDULE 1 (SOFTWARE AND CONSULTANCY PARTICULARS)

1. Identification of Software
2. Specification of Services
3. Financial provisions
4. Contractual notices

SCHEDULE 2 (MAINTENANCE SLA)

1. Introduction
2. Updates
3. Upgrades

SCHEDULE 3 (SUPPORT SLA)

1. Introduction
2. Helpdesk
3. Response and resolution
4. Provision of Support Services
5. Limitations on Support Services

SCHEDULE 4 (DATA PROCESSING INFORMATION)

1. Categories of data subject
2. Types of Personal Data
3. Purposes of processing
4. Security measures for Personal Data
5. Sub-processors of Personal Data

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