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1. Parties: Identification and details of the service provider and the client

2. Background: Context of the support arrangement and brief description of the parties' business relationship

3. Definitions: Definitions of key terms used throughout the agreement

4. Scope of Services: Detailed description of the support services to be provided

5. Service Provider's Obligations: Key responsibilities and commitments of the service provider

6. Client's Obligations: Key responsibilities and commitments of the client

7. Service Levels: Performance standards and response times for support services

8. Fees and Payment Terms: Pricing, payment schedule, and invoice procedures

9. Term and Termination: Duration of the agreement and termination provisions

10. Confidentiality: Protection of confidential information exchanged during service provision

11. Liability and Indemnification: Limitation of liability and indemnification obligations

12. Force Majeure: Provisions for handling events beyond parties' reasonable control

13. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction

14. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment

1. Schedule 1 - Service Description: Detailed technical specification of support services

2. Schedule 2 - Service Level Agreement: Detailed metrics, KPIs, and performance standards

3. Schedule 3 - Fee Schedule: Detailed pricing structure and payment terms

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for support issues

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Appendix A - Support Procedures: Detailed procedures for requesting and providing support

7. Appendix B - Report Templates: Standard templates for service reports and documentation

8. Appendix C - Security Protocols: Security procedures and requirements if applicable