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Support Contract for the Netherlands

Support Contract Template for Netherlands

A comprehensive legal agreement governed by Dutch law that establishes the terms and conditions for the provision of support services between a service provider and a client. The document outlines service levels, response times, performance metrics, and mutual obligations of the parties involved. It includes detailed provisions for service delivery, quality standards, payment terms, and liability limitations in accordance with Dutch legal requirements. The contract incorporates specific provisions from the Dutch Civil Code (Burgerlijk Wetboek) and relevant EU regulations, particularly regarding service agreements and consumer protection where applicable.

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What is a Support Contract?

This Support Contract template is designed for use under Dutch law when establishing a formal support services arrangement between a service provider and client. It is particularly relevant for ongoing service relationships requiring defined service levels, response times, and performance metrics. The document incorporates key provisions from the Dutch Civil Code (Burgerlijk Wetboek) and relevant EU regulations, making it suitable for both domestic Dutch operations and cross-border service arrangements within the EU. The contract structure accommodates various types of support services, from technical and IT support to professional services and maintenance support, with customizable sections for specific service requirements, performance metrics, and compliance obligations.

What sections should be included in a Support Contract?

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

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

3. Definitions: Definitions of key terms used throughout the agreement

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

5. Service Provider Obligations: Key responsibilities and commitments of the support provider

6. Client Obligations: Responsibilities and requirements of the client

7. Service Levels: Definition of service levels, response times, and performance metrics

8. Fees and Payment: Pricing, payment terms, and invoicing procedures

9. Term and Termination: Duration of the agreement and termination provisions

10. Confidentiality: Protection of confidential information exchanged during service provision

11. Liability and Indemnification: Limitation of liability and indemnification obligations

12. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

13. Governing Law and Jurisdiction: Specification of Dutch law application and jurisdiction

14. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment

What sections are optional to include in a Support Contract?

1. Data Protection: Detailed GDPR compliance provisions, required if personal data is processed

2. Intellectual Property Rights: IP provisions, needed if support involves software or proprietary materials

3. Personnel Requirements: Specific requirements for support staff, including qualifications and security clearance

4. Business Continuity: Disaster recovery and business continuity provisions for critical support services

5. Audit Rights: Client's right to audit service provider's performance and compliance

6. Security Requirements: Specific security measures and protocols, important for IT support contracts

7. Change Management: Procedures for managing changes to support services or service levels

8. Transition Services: Provisions for handover at the start or end of the contract

What schedules should be included in a Support Contract?

1. Schedule 1 - Service Level Agreement (SLA): Detailed service levels, KPIs, and performance measurement criteria

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms

3. Schedule 3 - Support Procedures: Detailed procedures for requesting and providing support

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various support issues

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for support services

6. Appendix A - Service Request Form: Standard form for requesting support services

7. Appendix B - Report Templates: Templates for regular service reports and performance monitoring

8. Appendix C - Contact Details: List of key contacts from both parties

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

Netherlands

Publisher

Ƶ

Document Type

Service Agreement

Cost

Free to use
Relevant legal definitions










































Clauses









































Relevant Industries

Information Technology

Telecommunications

Software Development

Manufacturing

Healthcare

Professional Services

Financial Services

Retail

Education

Industrial Services

Facilities Management

Engineering Services

Relevant Teams

Legal

Operations

Service Delivery

Customer Support

Technical Support

Procurement

Compliance

Account Management

Service Operations

Risk Management

Contract Administration

Business Development

Relevant Roles

Legal Counsel

Contract Manager

Service Delivery Manager

Operations Director

Support Manager

Account Manager

Procurement Manager

Compliance Officer

Technical Support Manager

Customer Success Manager

Service Operations Manager

Business Development Manager

Risk Manager

IT 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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