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Software Maintenance Agreement
"I need a Software Maintenance Agreement for my fintech startup based in Singapore, where we're contracting a vendor to maintain our payment processing software with strict security requirements and 24/7 support starting from January 2025."
1. Parties: Identification and details of the service provider and client
2. Background: Context of the agreement and brief description of the software being maintained
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of maintenance services to be provided
5. Service Levels: Response times, resolution times, and performance metrics
6. Payment Terms: Fees, payment schedule, and invoicing details
7. Term and Termination: Duration of agreement and termination conditions
8. Confidentiality: Protection of confidential information
9. Liability and Indemnification: Limitation of liability and indemnification clauses
1. Change Management: Process for handling change requests and system updates
2. Disaster Recovery: Procedures for system recovery and business continuity
3. Training: Terms for provision of user training and documentation
4. Source Code Escrow: Terms for source code protection and access conditions
5. Data Protection: PDPA compliance measures and data handling procedures
1. Schedule 1 - Service Level Agreement: Detailed SLA metrics, performance standards, and penalty calculations
2. Schedule 2 - Fee Schedule: Detailed breakdown of maintenance fees, charges, and payment terms
3. Schedule 3 - Software Specifications: Technical details and specifications of the maintained software
4. Schedule 4 - Support Procedures: Detailed support protocols, escalation procedures, and response frameworks
5. Schedule 5 - Contact Details: Key personnel, escalation contacts, and communication protocols
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