MAINTENANCE AND SUPPORT ADDENDUM

TABLE OF CONTENTS

1. Scope of Support
2. Support Hours and Channels
3. Severity Definitions
4. Response and Resolution Targets
5. Updates and Upgrades
6. Exclusions
7. Customer Obligations
8. Service Credits (if applicable)
9. Reporting and Status Updates
10. Term and Changes
11. 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

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.