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Service And Maintenance Agreement
"I need a Service and Maintenance Agreement for IT infrastructure maintenance services in our Sydney office, including 24/7 support and quarterly preventive maintenance, starting March 2025."
1. Parties: Identifies and provides details of the service provider and customer
2. Background: Describes the context of the agreement and the parties' intentions
3. Definitions and Interpretation: Defines key terms and establishes interpretation principles
4. Term and Renewal: Specifies the initial term, renewal options, and related conditions
5. Scope of Services: Details the maintenance and service obligations to be performed
6. Service Provider's Obligations: Lists specific duties, standards, and requirements for service delivery
7. Customer's Obligations: Outlines customer responsibilities and cooperation requirements
8. Fees and Payment Terms: Specifies service fees, payment schedule, and related financial terms
9. Service Levels: Defines performance standards, response times, and measurement criteria
10. Personnel and Subcontracting: Requirements for service personnel and subcontractor engagement
11. Work Health and Safety: Safety obligations and procedures for service delivery
12. Insurance and Liability: Insurance requirements and liability limitations
13. Intellectual Property: Ownership and usage rights of IP in service delivery
14. Confidentiality: Protection of confidential information and trade secrets
15. Termination: Grounds for termination and post-termination obligations
16. Dispute Resolution: Process for resolving disputes between parties
17. General Provisions: Standard boilerplate clauses including notices, governing law, etc.
1. Emergency Services: Include when agreement covers emergency or after-hours services
2. Spare Parts and Materials: Include when service provider supplies parts or materials
3. Equipment Access and Storage: Include when service provider needs to store equipment on customer premises
4. Data Protection: Include when services involve handling personal or sensitive data
5. Performance Bonds: Include when financial security for performance is required
6. Environmental Compliance: Include for services with environmental impact
7. Training and Documentation: Include when service provider must provide training or documentation
8. Warranties: Include when specific warranties for parts or workmanship are offered
1. Schedule 1 - Service Specifications: Detailed description of maintenance and service tasks
2. Schedule 2 - Service Levels and KPIs: Specific performance metrics and service level requirements
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
4. Schedule 4 - Site Access Procedures: Procedures for accessing customer premises
5. Schedule 5 - Equipment Register: List of equipment covered by maintenance services
6. Schedule 6 - Required Insurance: Specific insurance types and coverage amounts
7. Schedule 7 - Approved Subcontractors: List of pre-approved subcontractors if applicable
8. Appendix A - Report Templates: Standard templates for service reports and documentation
9. Appendix B - Safety Procedures: Specific safety protocols and requirements
Authors
Facilities Management
Commercial Property
Industrial Manufacturing
Healthcare
Education
Retail
Hospitality
Information Technology
Construction
Mining
Transportation
Telecommunications
Energy and Utilities
Agricultural
Legal
Operations
Facilities Management
Procurement
Risk and Compliance
Property Management
Asset Management
Technical Services
Contract Administration
Finance
Health and Safety
Facilities Manager
Operations Director
Maintenance Supervisor
Contract Manager
Property Manager
Chief Operations Officer
Procurement Manager
Asset Manager
Technical Services Manager
Building Services Manager
Legal Counsel
Risk Manager
Compliance Officer
Project Manager
Service Delivery Manager
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