The maintenance services are provided in relation to specific, identified software. Maintenance services are defined to cover the supply and/or application of upgrades and updates to the software being maintained. The service provider is expected to provide the services to a defined standard (eg with reasonable care and skill) and may be given the right to suspend the services in the event of non-payment by the customer. More detail about the manner in which the maintenance services are to be provided is contained in service level schedule. That schedule covers such matters as the regularity of upgrades, the giving of advanced notice in relation to the release of updates and upgrades, the manner of supply/application of updates and upgrades, and the consequences of the customer refusing to apply or have applied to the software the updates and upgrades. The customer may be obliged to co-operate with the service provider in general terms, and also may be required to give to the service provider such access to its computer systems as is necessary for the performance of the maintenance services. The templates allows that the service provider may be permitted to subcontract, or prohibited from subcontracting, its obligations under the contract. In addition to these maintenance-specific clauses, the template also includes clauses covering charges, payments, warranties, limitations of liability, force majeure, termination, notices, interpretation and general boilerplate matters.
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