Лектор докладно проаналізувала разом з учасниками зобов’язання щодо технічного обслуговування та підтримки в угодах про надання послуг, а саме:

1.Understanding Maintenance and Support Obligations in Service Agreements (Розуміння зобов’язань щодо технічного обслуговування та підтримки в угодах про надання послуг).

2.Key Legal Provisions and Clauses Governing Maintenance and Support (Основні правові положення та положення, що регулюють технічне обслуговування та підтримку).

3.Drafting Effective Maintenance and Support Clauses: Best Practices (Складання ефективних положень про технічне обслуговування та підтримку: найкращі практики).

4. Resolving Disputes and Managing Non- Compliance in Maintenance Agreements 

(Вирішення спорів та управління невиконанням зобов’язань в угодах про обслуговування).

У рамках характеристики зобов’язань щодо технічного обслуговування та підтримки в угодах про надання послуг акцентовано на наступному:

1. Understanding Maintenance and Support Obligations in Service Agreements (Розуміння зобов’язань щодо технічного обслуговування та підтримки в угодах про надання послуг)

Support vs Maintenance Issue:

• The outage wasn’t planned; thus, Microsoft’s support SLA should have applied.

• However, compensations were not automatic, illustrating that customers must actively monitor and file breach tickets as stipulated in the SLA to receiveremedies

A service agreement (or services contract) is a legally binding document between a service provider and a client that outlines the terms of service delivery.

Unlike employment contracts, these are business-to business (B2B) or freelancer-to-client in nature.

Service Agreements are a distinct type of contract, and they differ from other common contract types –(such as sales contracts, employment contracts, or lease agreements) –in (1) structure, (2) terminology, (3) purpose, (4) legal focus.

2.Key Legal Provisions and Clauses Governing Maintenance and Support (Основні правові положення та положення, що регулюють технічне обслуговування та підтримку)

Maintenance refers to the ongoing process of keeping a system, product, or service in good working condition.

Key Characteristics:

1) Often pre-scheduled or routine.

2) Focuses on preserving functionality.

3) May be included as part of a warranty or separate fee-based agreement.

4) May not include real-time human interaction.

Example Clause: “The Provider shall perform quarterly software maintenance, including performance improvements and security patches, to ensure system efficiency and compliance.”

Support refers to assistance provided to users when they face issues or have questions related to the service or product.

Key Characteristics:

1) Often on-demand or incident-basedFocuseson resolving problems.

2) Can be tiered (e.g., Level 1, 2, 3 support).

3) May involve specific response times (SLAs).

Example Clause: “The Provider shall offer 24/7 technical support via phone and email, with a response time of two hours for critical issues.”).

Warranty vs. Support vs. Maintenance:

• Warranty: a warranty is a contractual promise ensuring that a product or service meets specified standards, with remedies like repair, replacement, or compensation in case of defects or non conformance.

• Technical Support: support focuses on assisting users with issues or questions related to the operation, usage, or functionality of a product or service.

• Maintainance: maintenance involves proactive efforts to ensure a product or system remains operational and efficient by preventing or addressing potential issues.

While a warrantyis a contractual assurance that a product or service will meet certain standards or perform as promised, support and maintenanceinvolve ongoing services to ensure the product continues to function properly and address any issues post-delivery, often beyond the warranty period.

A Warranty Clause is a provision in a contract where one party guarantees certain facts or conditions about the subject matter of the agreement. It assures the other party that specific statements are true or will be met, and if they are not, the breaching party may be liable for damages.

3.Drafting Effective Maintenance and Support Clauses: Best Practices (Складання ефективних положень про технічне обслуговування та підтримку: найкращі практики)

The Importance of Warranty Clauses in Contracts:

Warranty clauses are crucial in contracts as they provide a legal assurance that specific conditions or statements are true, helping to establish trust between parties.

In civil law systems, warranties are primarily statutory and implied by codified laws, while in common law systems, they are largely contractual, relying on explicit terms and judicial precedents.

Misleading Warranty Practices:

A notable recent case involving warranty clauses is the class action lawsuit against Harvey Norman, a major Australian retailer, initiated in September 2024. Нещодавнім відомим випадком, пов’язаним із гарантійними положеннями, є колективний позов проти Harvey Norman, великого австралійського роздрібного продавця, розпочатий у вересні 2024 року.

The lawsuit alleges that Harvey Norman sold extended warranties, known as "Product Care," which provided no additional benefits beyond those already mandated by Australian Consumer Law. - У позові стверджується, що Harvey Norman продавав розширені гарантії, відомі як «Догляд за продуктом», які не надавали додаткових переваг, окрім тих, які вже передбачені законодавством Австралії про захист прав споживачів.

Customers reportedly paid significant sums for these warranties, believing they offered extra protection, when in fact, they did not. - Повідомляється, що клієнти платили значні сумиза ці гарантії, вважаючи, що вони пропонують додатковий захист, хоча насправді це не було

The case underscores the importance of transparency in warranty offerings and the legal obligations of retailers to ensure that additional warranties provide genuine value beyond existing consumer protections.

In a Warranty Clause, the main parties involved are:

Warrantor : The party who provides the warranty, guaranteeing that certain facts, conditions, or obligations are true or will be met. The warrantor is responsible for any breach of the warranty and may be liable for damages if the warranty is not fulfilled.

Beneficiary ( or Warrantee): The party receiving the warranty, who relies on the statements or conditions guaranteed by the warrantor. If the warranty is breached, the beneficiary is entitled to seek legal remedies, such as compensation for losses.

Misusing these verbs can lead to ambiguities, misunderstandings, or even disputes over the scope of liability, rights, or protections, potentially weakening the enforceability of the contract. Precision in language ensures that all parties clearly understand their duties and remedies, safeguarding against future legal challenges.

1. Warrant : This verb is used by the warrantor to formally guarantee or assure that certain facts or conditions in the contract are true

2. Indemnify : This verb is often included to promise compensation for any losses or damages that may result from a breach of the warranty.

3. Represent: This verb is used when the warrantor makes a statement of fact that the other party relies on as being true at the time of the contract.

4. Resolving Disputes and Managing Non Compliance in Maintenance Agreements 

(Вирішення спорів та управління невиконанням зобов’язань в угодах про обслуговування)

The three main features of warranty clauses are:

1. Assurance of Accuracy: They guarantee that specific facts or conditions in the contract are true andaccurate.

2. Risk Mitigation: They protect the beneficiary by providing legal remedies in case the warrantor fails to meet the guaranteed obligations.

3. Breach Consequences: They outline the potential liabilities or damages if the warranty is breached, ensuring accountability.

Here are five procedural steps typically involved in warranty clauses:

• Drafting the Warranty: Clearly define the facts, conditions, or obligations that are being guaranteed by the warrantor in the contract.

• Representation of Facts: The warrantor confirms or represents the accuracy of the stated facts or conditions at the time of the contract.

• Risk Allocation: Outline any specific risks covered by the warranty and the circumstances under which the warrantor will beheldli able for breach.

• Notification of Breach: Establish a procedure for the beneficiary to notify the warrantor if there is a breach of the warranty.

• Remedies for Breach: Specify the legal remedies or compensation the beneficiary is entitled to in case the warranty is not fulfilled, such as indemnification or damages.

Best Practices for Drafting and Negotiating Warranty Clauses: When drafting and negotiating warranty clauses, ensure clarity by explicitly defining the scope of the warranty and the obligations being guaranteed to avoid ambiguities. Include specific remedies and limitations to manage risk, such as indemnification for potential losses, while ensuring they are reasonable for both parties. Additionally, clearly outline the process for notifying breaches and set time limits for when claims can be made, providing a fair balance between protection and responsibility.

Key Takeaways on the Clause:

1. The warranty clause serves as a critical legal tool to protect sensitive information from unauthorized disclosure, ensuring that parties maintain trust and confidentiality in their relationships.

2. It outlines specific obligations and conditions under which information can be shared, providing clarity and preventing potential disputes.

3. In the event of a breach, the clause establishes remedies and consequences, reinforcing the importance of compliance and the seriousness of safeguarding confidential information.

Core outcomes:

The main outcomes of warranty clauses are that they provide legal certainty by guaranteeing specific facts or conditions, protecting the beneficiary from potential inaccuracies or failures.

They help allocate risk between the parties, ensuring that the warrantor is held accountable for breaches.

Ultimately, warranty clauses foster trust in contractual relationships by outlining clear remedies and responsibilities, minimizing disputes and ensuring contract integrity.