Templates Contracts Agreements Support Policy (Enterprise SaaS)
Arizona Contracts Agreements
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SUPPORT POLICY (ENTERPRISE SAAS)

TABLE OF CONTENTS

  1. Scope of Support
  2. Support Hours and Channels
  3. Severity Definitions
  4. Response and Resolution Targets
  5. Customer Obligations
  6. Exclusions
  7. Status Updates and Escalations
  8. Versions and End-of-Life
  9. Service Credits (if tied to Support)
  10. Changes to Support Policy
  11. Order of Precedence
  12. Governing Law and Venue
  13. Jury Waiver
  14. 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.

2. SUPPORT HOURS AND CHANNELS

  • Standard hours: [TIMEZONE, DAYS/HOURS].
  • After-hours for Severity 1/2 incidents only.
  • Channels: [PORTAL/EMAIL/PHONE/CHAT].

3. SEVERITY DEFINITIONS

  • Sev 1 (Critical): Production down, no workaround.
  • Sev 2 (High): Major degradation, workaround possible.
  • Sev 3 (Medium): Limited impact, workaround available.
  • Sev 4 (Low): General questions, cosmetic issues.

4. RESPONSE AND RESOLUTION TARGETS

Severity Response Workaround Resolution
Sev 1 [30-60 min] [4 hrs] [24-48 hrs]
Sev 2 [2-4 hrs] [1 day] [3-5 days]
Sev 3 [1 day] [As needed] [Next release]
Sev 4 [2 days] N/A [Future release]

5. CUSTOMER OBLIGATIONS

  • Provide support contacts; maintain configurations; supply logs.

6. EXCLUSIONS

  • Issues from Customer hardware/network, unsupported systems, misuse.

7. STATUS UPDATES AND ESCALATIONS

  • Sev 1: hourly; Sev 2: twice daily; Sev 3/4: periodic.

8. VERSIONS AND END-OF-LIFE

  • EOL notice: [90] days minimum.

9. SERVICE CREDITS (IF TIED TO SUPPORT)

  • Credits for missed targets; cap [one month].

10. CHANGES TO SUPPORT POLICY

  • [30] days' notice; material reductions require agreement.

11. ORDER OF PRECEDENCE

  • SaaS Agreement controls except for support metrics.

12. GOVERNING LAW AND VENUE

Arizona law governs. Exclusive jurisdiction in state or federal courts in [Maricopa County (Phoenix)], Arizona.

13. JURY WAIVER

TO THE FULLEST EXTENT PERMITTED BY ARIZONA LAW, EACH PARTY WAIVES ANY RIGHT TO TRIAL BY JURY.

14. ELECTRONIC SIGNATURES

Valid per Arizona Electronic Transactions Act (A.R.S. Section 44-7001 et seq.) and federal E-SIGN Act.

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