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IT Support Contract for Austria

IT Support Contract Template for Austria

An IT Support Contract governed by Austrian law that establishes the terms and conditions for the provision of information technology support services. This agreement complies with Austrian civil law requirements and incorporates GDPR considerations, defining the scope of IT support services, service levels, response times, and responsibilities of both parties. The contract addresses data protection, security measures, liability limitations under Austrian law, and includes specific provisions for technical support, maintenance, and problem resolution. It is structured to meet both Austrian and EU regulatory requirements while providing practical operational guidelines for IT support delivery.

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What is a IT Support Contract?

The IT Support Contract is essential for businesses operating in Austria that require professional IT support services. This document is typically used when establishing a formal relationship between an IT service provider and a client organization, whether for ongoing support or project-based assistance. The contract incorporates Austrian legal requirements, including compliance with the ABGB (Austrian Civil Code) and GDPR regulations, while detailing specific service levels, response times, and technical support parameters. It's particularly relevant in today's digital business environment where reliable IT support is crucial for operations. The agreement covers various aspects including remote and on-site support, data protection measures, confidentiality obligations, and liability provisions specific to the Austrian legal framework.

What sections should be included in a IT Support Contract?

1. Parties: Identification of the service provider and the client with full legal details

2. Background: Context of the agreement and brief description of the parties' business relationship

3. Definitions: Definitions of technical terms, service levels, and other key concepts used in the agreement

4. Scope of Services: Detailed description of IT support services to be provided

5. Service Levels: Response times, resolution times, and service quality metrics

6. Provider Obligations: Key responsibilities and commitments of the IT support provider

7. Client Obligations: Client's responsibilities, including access provision and cooperation requirements

8. Data Protection and Security: GDPR compliance measures and data security protocols

9. Fees and Payment Terms: Pricing structure, payment schedule, and invoicing procedures

10. Term and Termination: Contract duration, renewal terms, and termination conditions

11. Confidentiality: Protection of confidential information and trade secrets

12. Liability and Indemnification: Limitation of liability and indemnification provisions under Austrian law

13. Force Majeure: Provisions for unforeseen circumstances and service interruptions

14. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement

What sections are optional to include in a IT Support Contract?

1. Hardware Maintenance: Include when physical IT infrastructure support is part of the service

2. Software Licensing: Include when software provision or license management is part of the support

3. On-Site Support: Include when physical presence at client location is required

4. Training Services: Include when user training is part of the support package

5. Disaster Recovery: Include when backup and disaster recovery services are provided

6. Change Management: Include for contracts requiring formal change control procedures

7. Security Clearance: Include when support staff need specific security clearances

8. Performance Penalties: Include when specific penalties for missing service levels are required

9. Intellectual Property: Include when custom solutions or developments are part of the support

What schedules should be included in a IT Support Contract?

1. Schedule A - Service Level Agreement: Detailed metrics, response times, and performance standards

2. Schedule B - Fee Schedule: Detailed pricing, rates, and payment terms

3. Schedule C - Supported Systems: List of hardware and software covered by the support contract

4. Schedule D - Contact Matrix: Key contacts and escalation procedures for both parties

5. Schedule E - Security Requirements: Detailed security protocols and requirements

6. Schedule F - Data Processing Agreement: GDPR-compliant data processing terms and procedures

7. Appendix 1 - Technical Requirements: Minimum technical specifications and requirements

8. Appendix 2 - Service Request Procedures: Procedures for submitting and handling support requests

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Austria

Publisher

Ƶ

Document Type

Service Agreement

Cost

Free to use
Relevant legal definitions


















































Clauses








































Relevant Industries

Information Technology

Healthcare

Financial Services

Education

Manufacturing

Retail

Professional Services

Public Sector

Telecommunications

Energy

Transportation

Media and Entertainment

Non-Profit

Real Estate

Construction

Relevant Teams

Legal

Information Technology

Procurement

Operations

Risk Management

Compliance

Finance

Information Security

Service Delivery

Technical Support

Contract Administration

Business Operations

Relevant Roles

Chief Information Officer

IT Director

Legal Counsel

Procurement Manager

Operations Manager

IT Support Manager

Systems Administrator

Chief Technology Officer

Contract Manager

Risk Manager

Information Security Officer

Compliance Officer

Service Delivery Manager

Technical Support Lead

Chief Financial Officer

Business Unit Manager

Industries










Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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