1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, including reference to the original software, its deployment, and the need for maintenance and support services
3. Definitions and Interpretation: Detailed definitions of technical and legal terms used throughout the agreement, and rules for interpretation
4. Term and Renewal: Duration of the agreement, including start date, initial term, and renewal provisions
5. Scope of Services: Detailed description of maintenance and support services to be provided, including preventive maintenance, bug fixes, and updates
6. Service Provider Obligations: Key responsibilities and commitments of the service provider in delivering the maintenance and support services
7. Customer Obligations: Customer's responsibilities, including providing access, information, and maintaining appropriate IT environment
8. Service Levels: Defined service levels, response times, resolution times, and performance metrics
9. Fees and Payment: Payment terms, maintenance fees, additional charges, and payment schedules
10. Intellectual Property Rights: Ownership and rights related to the software, modifications, and improvements
11. Confidentiality: Protection and handling of confidential information exchanged during service delivery
12. Data Protection and Privacy: Obligations regarding personal data handling and privacy compliance
13. Limitation of Liability: Limits on liability and exclusions for both parties
14. Termination: Grounds for termination, termination process, and consequences
15. General Provisions: Standard legal provisions including notices, assignment, governing law, and dispute resolution
