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.
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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
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
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
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
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