When a business purchases a “turnkey” computer system, it often also enters into an ancillary agreement to obtain technical support and maintenance services. Such an arrangement is both an insurance policy for the business and a source of recurring revenue for the company supplying the services.

This support and maintenance agreement template sets out the specific tasks that the IT company will be expected to perform to provide the required technical support and maintenance. Note that this is not an employment agreement, because the service provider is an indepedent contractor.

We recommend using this template when a client wishes to retain the IT supplier to also provide the necessary support and maintenance services for the computer hardware or software acquired from that supplier under a principal contract (this agreement being an accessory contract). If the computer hardware or software that is the subject of this agreement was not in fact acquired from the service provider, it will be necessary to make the necessary changes to this template.

0.00 INTERPRETATION
0.01 Definitions
0.01.01 Activities
0.01.02 Agreement
0.01.03 Authorized Location
0.01.04 Basic Services
0.01.05 Best Effort
0.01.06 Breach
0.01.07 Change in Control
0.01.08 Confidential Information
0.01.09 Encumber or Encumbrance
0.01.10 Event of Default
0.01.11 Facultative Services
0.01.12 Force Majeure
0.01.13 Fundamental Provisions
0.01.14 Intellectual Property
0.01.15 Law
0.01.16 Legal Representatives
0.01.17 Ordinary Course of Business
0.01.18 Principal Agreement
0.01.19 PARTY
0.01.20 Person
0.01.21 Related Person
0.01.22 Software
0.01.23 Subsidiary
0.01.24 ............................ (insert brand name) Solution
0.02 Precedence
0.03 Jurisdiction
0.03.01 Governing Law
0.03.02 Non-compliance
0.04 Miscellaneous
0.04.01 Cumulative Rights
0.04.02 Time and Dates
0.04.03 Financial References
0.04.04 References within Agreement
0.04.05 Gender and Number
0.04.06 Headings
0.04.07 Presumptions
0.04.08 Knowledge
0.04.09 Approval
0.04.10 GAAP
1.00 PURPOSE
1.01 Services
1.02 Conditions
1.02.01 Required by SUPPLIER
1.02.02 Required by CLIENT
1.02.03 Choice
2.00 CONSIDERATION
2.01 First Year
2.01.01 Basic Services
2.01.02 Facultative Services
2.02 Subsequent Years
2.02.01 Annuity
2.02.02 No Reimbursement
2.02.03 Waiver
2.02.04 Invoice
3.00 TERMS OF PAYMENT
3.01 First Year
3.02 Subsequent Years
3.03 Interest
3.04 Loss of Term
4.00 SECURITY
4.01 In favour of SUPPLIER
4.02 In favour of CLIENT
5.00 MUTUAL REPRESENTATIONS AND WARRANTIES
5.01 Status
5.02 Authority
5.03 Binding Agreement
5.04 Canadian Resident
5.05 Commission
5.06 Insurance
5.07 Nominee
5.08 Fundamental Provisions
5.09 Disclosure
6.00 REPRESENTATIONS AND WARRANTIES OF THE SUPPLIER
6.01 Status
6.02 Authority
6.03 Binding Agreement
6.04 Insurance
6.05 Nominee
6.06 Fundamental Provisions
6.07 Disclosure
7.00 REPRESENTATIONS AND WARRANTIES OF THE CLIENT
7.01 Status
7.02 Authority
7.03 Binding Agreement
7.04 Insurance
7.05 Nominee
7.06 Fundamental Provisions
7.07 Disclosure
8.00 MUTUAL DUTIES AND OBLIGATIONS
8.01 Confidential Information
8.01.01 Undertaking
8.01.02 End of Agreement
8.02 Insurance
8.02.01 Insured Risks
8.02.02 Amount of Coverage
8.02.03 Issuer
8.02.04 Co-insured
8.02.05 No Limitation
8.03 Indemnification
8.03.01 “Loss”
8.03.02 Scope
8.03.03 Procedure
8.03.04 Deductible
8.03.05 Limitation on Claims
8.04 Disclosure of Agreement
9.00 DUTIES AND OBLIGATIONS OF THE SUPPLIER
9.01 Confidential Information
9.02 Insurance
9.02.01 Insured Risks
9.02.02 Amount of Coverage
9.02.03 Issuer
9.02.04 Co-insured
9.02.05 No Limitation
9.03 Resources
9.04 Best Effort
9.05 Telephone Support
9.06 Intellectual Property
9.06.01 Transfer
9.06.02 Limite
9.07 Warranty
9.07.01 Principal Agreement
9.07.02 Bugs
9.08 Liability
10.00 DUTIES AND OBLIGATIONS OF THE CLIENT
10.01 Collaboration
10.02 Non-solicitation of Staff
11.00 SPECIAL PROVISIONS
11.01 Assignment
11.01.01 Prohibition
11.01.02 Effect of Breach
11.01.03 Exception
11.02 Force Majeure
11.02.01 No Default
11.02.02 Duty
11.02.03 Rights of Other PARTY
11.03 Relationship
11.03.01 Independent Contractors
11.03.02 No Control over Performance
11.03.03 No Authority to Bind
11.04 Further Assurances
11.05 Other Remedies
11.05.01 Choices
11.05.02 No Limitations
11.06 Prescription
11.07 Intellectual Property
12.00 GENERAL PROVISIONS
12.01 Notice
12.02 Dispute Resolution
12.02.01 Good Faith Negotiations
12.02.02 Mediation
12.02.03 Arbitration
12.03 Election
12.04 Counterparts
12.05 Amendment
12.06 Waiver of Rights
12.07 Electronic Transmission
12.08 Language
13.00 TERMINATION
13.01 Mutual Consent
13.02 Unilateral Termination
13.03 Without Notice
13.04 Prior Notice
13.05 Change in Control
14.00 EFFECTIVE DATE
14.01 Retroactivity
14.02 Execution
14.03 Deferral
15.00 DURATION
15.01 Probationary or Trial Period
15.02 Initial Term
15.03 Renewal
15.03.01 First Renewal
15.03.02 Subsequent Renewal
15.04 Survival
15.05 Non Renewal
16.00 SCOPE


SCHEDULE A – EXCERPT FROM A RESOLUTION OF THE SUPPLIER
SCHEDULE A – EXCERPT FROM A RESOLUTION OF THE CLIENT
SCHEDULE 0.01.04 – BASIC SERVICES
SCHEDULE 0.01.11 A – FACULTATIVE SERVICES
SCHEDULE 0.01.11 B – RECOVERY SERVICE
SCHEDULE 0.01.11 C- EQUIPMENT MAINTENANCE SERVICE TERMS