Support Agreements are essential documents used when establishing ongoing service support relationships between service providers and their customers. These agreements, governed by Singapore law, outline the scope of support services, service levels, response times, and maintenance obligations. The Support Agreement serves as a comprehensive framework that protects both parties' interests while ensuring compliance with Singapore's regulatory requirements, including the Contracts Act, PDPA, and relevant industry regulations. It is particularly crucial for businesses requiring reliable, continuous support for their operations, systems, or equipment.
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1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the support agreement
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided
5. Service Levels: Performance standards and metrics
6. Fees and Payment: Pricing, payment terms, and invoicing
7. Term and Termination: Duration and termination provisions
8. Confidentiality: Protection of confidential information
1. Data Protection: Required if personal data is processed as part of the support services
2. Disaster Recovery: Business continuity provisions for critical support services
3. Change Control: Process for managing changes to services in complex or long-term support arrangements
4. Insurance: Insurance requirements for high-risk services or regulatory compliance
1. Service Level Agreement (SLA): Detailed service levels and performance metrics
2. Price Schedule: Detailed breakdown of fees and charges
3. Support Procedures: Operational procedures and processes
4. Contact Details: Key contacts and escalation procedures
5. Technical Requirements: Technical specifications and requirements
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