Maintenance and Support Addendum - Free Editor
MAINTENANCE AND SUPPORT ADDENDUM
TABLE OF CONTENTS
- Scope of Support
- Support Hours and Channels
- Severity Definitions
- Response and Resolution Targets
- Updates and Upgrades
- Exclusions
- Customer Obligations
- Service Credits (if applicable)
- Reporting and Status Updates
- Term and Changes
- Order of Precedence
1. SCOPE OF SUPPORT
- Covered products/services: [LIST].
- Included: incident handling, break/fix, configuration guidance, and minor updates.
- Optional/professional services (billable): major customizations, integrations, training beyond standard, on-site work.
2. SUPPORT HOURS AND CHANNELS
- Standard hours: [TIMEZONE, DAYS/HOURS]; after-hours for Severity 1/2 only.
- Channels: [PORTAL/EMAIL/PHONE/CHAT]; ticketing required for SLA clock.
3. SEVERITY DEFINITIONS
- Sev 1 (Critical): Production down or critical function unavailable with no workaround.
- Sev 2 (High): Major degradation or key feature impaired; workaround possible but impacts business.
- Sev 3 (Medium): Limited impact; workaround available.
- Sev 4 (Low): General questions, cosmetic issues, enhancement requests.
4. RESPONSE AND RESOLUTION TARGETS
| Severity | Response | Workaround/Containment | Resolution/Root Cause Target |
|---|---|---|---|
| Sev 1 | [1 hour] | [4 hours] | [24-48 hours] (best efforts; RCA in [5] days) |
| Sev 2 | [4 business hours] | [1 business day] | [3-5 business days] |
| Sev 3 | [1 business day] | [As needed] | [Next maintenance release] |
| Sev 4 | [2 business days] | N/A | [Future release/backlog] |
Assumptions: SLA clock depends on reproducible issue reports with required logs/metadata; stops when awaiting Customer input.
5. UPDATES AND UPGRADES
- Maintenance includes patches, bug fixes, minor releases.
- Upgrades/major releases included [YES/NO]; if no, priced separately.
- End-of-life/support matrix provided with [X]-month notice before version retirement.
6. EXCLUSIONS
- Unsupported environments; changes by Customer or third parties; use outside documentation; hardware/network failures outside Provider control; third-party dependencies not under Provider control.
7. CUSTOMER OBLIGATIONS
- Maintain supported versions; provide timely access/logs; designate technical contacts; apply patches within [X] days for continued SLA coverage.
8. SERVICE CREDITS (IF APPLICABLE)
- Credits for missed targets (Sev 1/2 only) capped at [X%] of monthly fees; credits are sole remedy for support SLA failures absent chronic breach.
9. REPORTING AND STATUS UPDATES
- Status cadence by severity (e.g., Sev 1: hourly; Sev 2: twice daily; Sev 3/4: periodic).
- Post-incident report for Sev 1 within [5] business days.
10. TERM AND CHANGES
- Coterminous with master agreement or applicable Order; changes effective upon notice [30] days, except material reductions require mutual agreement.
11. ORDER OF PRECEDENCE
- This Addendum governs support matters; otherwise, master agreement terms control.
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