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It Support Contract for New Zealand

It Support Contract Template for New Zealand

A comprehensive legal agreement governed by New Zealand law that establishes the terms and conditions for the provision of IT support services. The document outlines service levels, response times, support scope, maintenance responsibilities, data protection obligations, and pricing structures. It incorporates requirements from New Zealand's Privacy Act 2020, Contract and Commercial Law Act 2017, and other relevant legislation, ensuring compliance with local regulations while protecting both service provider and client interests in the delivery of IT support services.

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It Support Contract

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What is a It Support Contract?

The IT Support Contract is designed for use in New Zealand business environments where organizations require professional IT support services. This agreement is essential when establishing a formal relationship between an IT service provider and a client organization, whether for ongoing support or project-based IT services. The contract addresses critical aspects including service level agreements (SLAs), support hours, response times, problem resolution procedures, data security, and confidentiality requirements. It ensures compliance with New Zealand legislation, including the Privacy Act 2020 and Contract and Commercial Law Act 2017, while providing clear guidelines for service delivery, performance metrics, and dispute resolution. This document is particularly relevant in today's technology-dependent business environment where reliable IT support is crucial for maintaining business operations.

What sections should be included in a It Support Contract?

1. Parties: Identifies and provides full legal details of the service provider and the client

2. Background: Outlines the context of the agreement and the parties' intention to enter into an IT support arrangement

3. Definitions: Defines key terms used throughout the agreement to ensure clear interpretation

4. Scope of Services: Detailed description of the IT support services to be provided, including core support functions and coverage hours

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

6. Client Obligations: Client's responsibilities, including providing access, information, and maintaining minimum system requirements

7. Service Levels: Specified response times, resolution times, and performance metrics

8. Fees and Payment: Payment terms, rates, and billing procedures

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

10. Confidentiality: Obligations regarding confidential information and data protection

11. Intellectual Property: Ownership and usage rights of software, systems, and documentation

12. Liability and Indemnification: Limitations of liability and indemnification provisions

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

14. General Provisions: Standard legal clauses including governing law, notices, and assignment

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

1. Data Protection and Privacy: Detailed section specifically addressing data protection obligations when the service involves handling sensitive personal data

2. Security Requirements: Specific security protocols and requirements when dealing with high-security environments or sensitive systems

3. Change Management: Procedures for implementing changes to services or systems when significant system modifications are anticipated

4. Disaster Recovery: Specific disaster recovery and business continuity provisions for clients requiring enhanced business continuity planning

5. Staff and Subcontractors: Requirements regarding service provider personnel and use of subcontractors when specific staffing conditions need to be addressed

6. Hardware Maintenance: Specific provisions for hardware support when physical IT infrastructure is included in the scope

7. Software Licensing: Additional terms regarding software licensing when the provider supplies software as part of the service

8. Training Services: Provisions for user training when included as part of the support package

What schedules should be included in a It Support Contract?

1. Schedule 1 - Service Level Agreement (SLA): Detailed service levels, response times, and performance metrics with specific targets

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

3. Schedule 3 - Supported Systems and Software: List of all systems, software, and equipment covered under the support contract

4. Schedule 4 - Support Procedures: Detailed procedures for requesting support, escalation protocols, and contact information

5. Schedule 5 - Service Exclusions: Clear listing of services and items not covered under the agreement

6. Appendix A - Technical Requirements: Minimum technical specifications and requirements for supported systems

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

8. Appendix C - Security Protocols: Detailed security procedures and requirements for service delivery

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

New Zealand

Publisher

Ƶ

Document Type

Service Agreement

Cost

Free to use
Relevant legal definitions


















































Clauses









































Relevant Industries

Information Technology

Financial Services

Healthcare

Education

Retail

Manufacturing

Professional Services

Government

Telecommunications

Non-Profit Organizations

Media and Entertainment

Construction

Transportation and Logistics

Relevant Teams

Information Technology

Legal

Procurement

Operations

Risk and Compliance

Finance

Service Delivery

Information Security

Infrastructure

Help Desk

Project Management

Vendor Management

Relevant Roles

IT Manager

Chief Technology Officer

Chief Information Officer

IT Support Manager

Service Delivery Manager

Operations Manager

Procurement Manager

Legal Counsel

Contract Manager

Business Manager

Technology Director

Systems Administrator

Help Desk Manager

IT Project Manager

Risk Manager

Compliance Officer

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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