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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
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
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
Information Technology
Financial Services
Healthcare
Education
Retail
Manufacturing
Professional Services
Government
Telecommunications
Non-Profit Organizations
Media and Entertainment
Construction
Transportation and Logistics
Information Technology
Legal
Procurement
Operations
Risk and Compliance
Finance
Service Delivery
Information Security
Infrastructure
Help Desk
Project Management
Vendor Management
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
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