Support Policy (Enterprise SaaS) - Free Editor
SUPPORT POLICY (ENTERPRISE SAAS)
TABLE OF CONTENTS
- Scope of Support
- Support Hours and Channels
- Severity Definitions
- Response and Resolution Targets
- Customer Obligations
- Exclusions
- Status Updates and Escalations
- Versions and End-of-Life
- Service Credits (if tied to Support)
- Changes to Support Policy
- Order of Precedence
1. SCOPE OF SUPPORT
- Included: incident handling, break/fix, configuration guidance, standard integrations, minor updates.
- Optional/billable: custom development, major integrations, on-site services, training beyond standard.
2. SUPPORT HOURS AND CHANNELS
- Standard hours: [TIMEZONE, DAYS/HOURS].
- After-hours for Severity 1/2 incidents only.
- Channels: [PORTAL/EMAIL/PHONE/CHAT]; ticket required to start the SLA clock.
3. SEVERITY DEFINITIONS
- Sev 1 (Critical): Production down or critical function unavailable with no workaround.
- Sev 2 (High): Major degradation; key feature impaired; workaround possible but materially impacts business.
- Sev 3 (Medium): Limited impact; workaround available; non-critical.
- Sev 4 (Low): General questions, cosmetic issues, enhancement requests.
4. RESPONSE AND RESOLUTION TARGETS
| Severity | Response | Workaround/Containment | Resolution/Root Cause Target |
|---|---|---|---|
| Sev 1 | [30-60 minutes] | [4 hours] | [24-48 hours] (best efforts); RCA in [5] business days |
| Sev 2 | [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 reports with required details; pauses when awaiting Customer input.
5. CUSTOMER OBLIGATIONS
- Provide named support contacts; maintain supported configurations; supply logs/screenshots as requested.
- Apply critical patches within [X] days; maintain connectivity for remote diagnostics.
- Notify promptly of environment changes affecting the SaaS.
6. EXCLUSIONS
- Issues caused by Customer hardware/network, unsupported browsers/OS, third-party services outside Provider control, misuse/AUP violations, or modifications not authorized by Provider.
7. STATUS UPDATES AND ESCALATIONS
- Status cadence: Sev 1 hourly, Sev 2 twice daily, Sev 3/4 periodic.
- Escalation path: support lead → manager → duty exec (contacts listed in Appendix).
8. VERSIONS AND END-OF-LIFE
- Supported versions/tiers listed; EOL notice at least [90] days; security patches for EOL versions for [X] days post-EOL if offered.
9. SERVICE CREDITS (IF TIED TO SUPPORT)
- If response targets missed for Sev 1/2 by more than [X] hours in [Y] incidents per month, credit of [Z%] of monthly fees for the affected service (cap [one month]). Credits are sole remedy for support SLA shortfalls.
10. CHANGES TO SUPPORT POLICY
- Provider may update with [30] days’ notice; material reductions require mutual agreement or Customer option to keep prior policy for current term.
11. ORDER OF PRECEDENCE
- This Support Policy is subject to the SaaS Agreement; in case of conflict on support metrics, this Policy governs; otherwise, SaaS Agreement controls.
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