Under this agreement, 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 (e.g. 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. Full details of support services provided in relation to the software is to be provided in the agreement.Terms and conditions, including the events which will lead to termination of the agreement shall be mentioned in the maintenance and service support agreement.

That schedule covers such matters as the regularity of upgrades,the manner of supply/application of updates and upgrades, the giving of advanced notice in relation to the release 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. In addition to these maintenance-specific clauses, the template also includes clauses covering charges, payments, and warranties, limitations of liability, force majeure, termination, notices, interpretation and general boilerplate matters.