Support Services Agreement (under MSA)

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Use this Support Services Agreement when providing support services for specified software in specified environments (and it’s not a managed service).

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Use this Support Services Agreement when providing support services for specified software in specified environments (and it’s not a managed service).

The Support Services include Incident Requests and Requests for Assistance, with Priority Levels. Monitoring and Alert Services are also provided for (but can be deleted if not applicable).

The Support Requests are logged via a Service Desk during the Support Hours, provided as a level 2 service. This can be changed if the Supplier is providing a level 1 service desk.

Where applicable, Incidents can be handed over by the Supplier to nominated third party suppliers. If not applicable this section can be deleted.

Requests for Assistance can range from requests for information to software enhancements.

The Support Services Agreement can be readily completed or modified with your relevant details.

Standard product updates – updates typically provided on 12 month release cycle
Services via email email / phone – call us with queries on how to use the product, what type of information needs to be included in schedules and so on. This is not legal advice, it is use of product information only.

Basic configuration (style only)– we apply your company logo and name and contact details into the product. The basic configuration will also be applied to ITC updates made available to you.
NTR – a ‘negotiation topics register’ that:
- identifies issues that could be raised in negotiation by the other party in relation to the particular product agreement (non-exhaustive).
- provides a standard response as to why the relevant provision is written as it is.
- provides an alternative provision that could be used.
NTR standard updates – updates to the NTR, typically provided on a 12 month release cycle. The updates incorporate feedback from other users of that NTR.

Applied configuration (content) – your company-specific provisions incorporated into the product. A maximum of 5 provisions can be included. The applied configuration will also be applied to ITC updates made available to you.
Customer requested product updates – request an update to a product and we will prepare and provide that update if it can be standardized and will be useful to other customers (at our discretion)
Customer requested product updates – request an update to a product and we will prepare and provide that update if it can be standardized and will be useful to other customers (at our discretion)- NTR updates on request – where an issue being negotiated is not addressed in the NTR, we will update the NTR on request if the issue is likely to be relevant to other users of that NTR (at our discretion)