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
- Governing Law and Venue
- Jury Waiver
- Electronic Signatures
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] |
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.
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.
8. VERSIONS AND END-OF-LIFE
- Supported versions/tiers listed; EOL notice at least [90] days.
9. SERVICE CREDITS (IF TIED TO SUPPORT)
- If response targets missed for Sev 1/2, credit of [Z%] of monthly fees (cap [one month]). Credits are sole remedy.
10. CHANGES TO SUPPORT POLICY
- Provider may update with [30] days' notice; material reductions require mutual agreement.
11. ORDER OF PRECEDENCE
- This Support Policy is subject to the SaaS Agreement; in case of conflict on support metrics, this Policy governs.
12. GOVERNING LAW AND VENUE
This Support Policy shall be governed by Arkansas law. Exclusive jurisdiction and venue in state or federal courts in [Pulaski County (Little Rock)], Arkansas.
13. JURY WAIVER
TO THE FULLEST EXTENT PERMITTED BY ARKANSAS LAW, EACH PARTY HEREBY WAIVES ANY RIGHT TO A TRIAL BY JURY IN ANY LITIGATION ARISING OUT OF THIS SUPPORT POLICY OR THE UNDERLYING AGREEMENT.
14. ELECTRONIC SIGNATURES
Electronic signatures valid pursuant to Arkansas Uniform Electronic Transactions Act (Ark. Code Ann. Section 25-32-101 et seq.) and federal E-SIGN Act (15 U.S.C. sections 7001-7006).
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