Support Policy (Enterprise SaaS) — Florida

ENTERPRISE SAAS SUPPORT POLICY

FLORIDA-SPECIFIC EDITION

Support Policy Reference Number: [________________________________]

Effective Date: [__/__/____]

Last Revised: [__/__/____]

This Enterprise SaaS Support Policy ("Support Policy" or "Policy") is incorporated into and forms part of the Master SaaS Agreement or equivalent subscription agreement ("Master Agreement") between the parties identified below. Capitalized terms not defined herein shall have the meanings set forth in the Master Agreement.

Provider: [________________________________] ("Provider")

• Address: [________________________________]
• State of Organization: [________________________________]

Customer: [________________________________] ("Customer")

• Address: [________________________________]
• State of Organization: [________________________________]

Master Agreement Date: [__/__/____]

Master Agreement Reference: [________________________________]

TABLE OF CONTENTS

1. Definitions
2. Scope of Support
3. Support Tiers and Pricing
4. Support Hours and Channels
5. Named Support Contacts
6. Severity Definitions
7. Response and Resolution Targets
8. Escalation Matrix
9. Customer Obligations
10. Exclusions
11. Status Updates and Communication
12. Maintenance Windows
13. Version Support and End-of-Life
14. Service Credits
15. Support Performance Reporting
16. Security Incident Support
17. Changes to Support Policy
18. Order of Precedence
19. Florida-Specific Legal Provisions
20. Electronic Signatures
21. Signature Blocks
22. Exhibit A: Support Contact Information
23. Exhibit B: Supported Configurations

1. DEFINITIONS

1.1 "Authorized Contact" means an individual designated by Customer authorized to submit support requests, access the Support Portal, and communicate with Provider's support personnel.

1.2 "Business Day" means Monday through Friday, excluding federal holidays and Florida state holidays.

1.3 "Business Hours" means 8:00 AM to 6:00 PM Eastern Time (ET) on Business Days, unless otherwise specified by Support Tier.

1.4 "Customer Environment" means Customer's hardware, software, network infrastructure, configurations, third-party integrations, and operating conditions.

1.5 "Defect" means a reproducible failure of the SaaS Service to perform materially in accordance with the Documentation.

1.6 "Enhancement" means a request for new functionality not in the Documentation.

1.7 "Error" means a verifiable and reproducible failure to conform to Documentation specifications.

1.8 "Fix" means a permanent code change resolving a Defect or Error.

1.9 "Hot Fix" means an emergency code change for Severity 1 or Severity 2 Incidents outside the standard release cycle.

1.10 "Incident" means any event causing or potentially causing an interruption or reduction in SaaS Service quality.

1.11 "Maintenance Window" means a designated period for scheduled maintenance, updates, patches, or upgrades.

1.12 "Named Support Contact" means an individual designated in Exhibit A as Customer's primary liaison with Provider.

1.13 "Production Environment" means the live SaaS Service instance for actual business operations.

1.14 "Resolution" means Incident resolution through a Fix, Hot Fix, Workaround, or corrective action.

1.15 "Root Cause Analysis" ("RCA") means a structured investigation with written report covering timeline, factors, corrections, and prevention.

1.16 "Service Credit" means a credit against future fees per Section 14.

1.17 "Service Level" means a measurable performance standard per Section 7 and the Master Agreement.

1.18 "Severity Level" means Incident classification per Section 6.

1.19 "Support Portal" means Provider's web-based system at [________________________________].

1.20 "Ticket" means a uniquely numbered record tracking a support request.

1.21 "Uptime" means monthly Production Environment availability percentage per the Master Agreement.

1.22 "Workaround" means a temporary method circumventing a Defect or Error without a permanent Fix.

2. SCOPE OF SUPPORT

2.1 Included Support Services

(a) Break/Fix Support — Diagnosis and resolution of Errors, Defects, and Incidents.

(b) Configuration Assistance — Guidance within documented parameters.

(c) Standard Integration Support — Provider-documented integrations and published APIs.

(d) Software Updates — Patches, minor and major releases.

(e) Knowledge Base Access — Self-service articles, guides, FAQs.

(f) Health Checks — Periodic reviews for Premium and Enterprise customers.

2.2 Excluded Services

(a) Custom development or source code modifications;
(b) On-site support;
(c) Training beyond standard onboarding;
(d) Data migration or conversion;
(e) Third-party items not in Exhibit B;
(f) Customer infrastructure optimization; and
(g) End-of-life version support per Section 13.

3. SUPPORT TIERS AND PRICING

Selected Tier: ☐ Standard | ☐ Premium | ☐ Enterprise

4. SUPPORT HOURS AND CHANNELS

4.1 Support Hours by Tier

Florida Time Zone Note: Florida spans both Eastern Time (ET) and Central Time (CT). The portion of Florida west of the Apalachicola River (the Florida Panhandle) observes Central Time. Unless otherwise agreed, all time references use Eastern Time.

4.2 Support Channels

4.3 After-Hours Support

Severity 1/2 outside standard hours: Premium and Enterprise via emergency line at [________________________________]. Standard tier SLA clock begins next Business Day.

4.4 SLA Clock

Begins on Ticket creation with sufficient information. Pauses awaiting Customer input.

5. NAMED SUPPORT CONTACTS

5.1 Allocation

Standard: 2 | Premium: 5 | Enterprise: 10

5.2 Requirements

Complete Provider onboarding; technical triage capability; Workaround approval authority; Business Hours availability.

5.3 Changes

Via Portal or email to [________________________________]. Effective within two (2) Business Days. Onboarding within fifteen (15) calendar days.

6. SEVERITY DEFINITIONS

6.1 Disputes

Escalate to Support Manager within two (2) hours. Unresolved disputes per Section 8.

7. RESPONSE AND RESOLUTION TARGETS

SLA clock pauses for Customer input, third-party fixes, and force majeure.

8. ESCALATION MATRIX

Customer-initiated escalation via Portal or [________________________________].

9. CUSTOMER OBLIGATIONS

9.1 Supported Configurations

Maintain environment per Exhibit B.

9.2 Log Access

Provide logs, screenshots, diagnostics. For Sev 1/2, within one (1) hour.

9.3 Patches

Critical within fourteen (14) days; non-critical within thirty (30) days.

9.4 Contact Availability

One Named Contact during Business Hours; for Sev 1, within thirty (30) minutes outside hours.

9.5 Ticket Quality

Include: description, expected/actual behavior, reproduction steps, business impact, environment, logs/screenshots.

9.6 Environment Changes

Five (5) Business Days' advance notice.

10. EXCLUSIONS

No support obligation for: (a) Customer network/hardware; (b) unsupported third-party items; (c) unauthorized use; (d) unauthorized modifications; (e) missed patches; (f) unsupported configurations; (g) unsupported browsers/OS; (h) force majeure; (i) Customer data issues; (j) EOL versions.

11. STATUS UPDATES AND COMMUNICATION

12. MAINTENANCE WINDOWS

12.1 Scheduled

Standard window: [________________________________] (e.g., Sundays 2:00 AM – 6:00 AM ET). Seventy-two (72) hours' notice.

12.2 Emergency

For critical security or data integrity. Four (4) hours' notice when feasible.

12.3 Uptime Impact

Scheduled maintenance excluded from SLA when properly noticed. Emergency counts unless force majeure or Customer-caused.

12.4 Status Page

[________________________________]

13. VERSION SUPPORT AND END-OF-LIFE

13.1 Supported Versions

Current version plus two (2) prior major versions.

13.2 EOL Notice

One hundred eighty (180) calendar days.

13.3 Post-EOL Patches

Ninety (90) calendar days of critical security patches.

13.4 Migration Assistance

Free for Premium/Enterprise who initiate within notice period.

14. SERVICE CREDITS

14.1 Eligibility

For missed Response Times or Uptime SLA, subject to Section 10 exclusions.

14.2 Response Time Credits

14.3 Uptime Credits

14.4 Cap

100% of affected month's fees. Non-cash, applied to next invoice.

14.5 Claim Process

Written claim within thirty (30) days of month-end. Provider responds within fifteen (15) Business Days.

14.6 Sole Remedy

Service Credits are sole and exclusive remedy for SLA failures, except for willful misconduct, gross negligence, or confidentiality breaches. Nothing herein limits remedies under FDUTPA (Fla. Stat. § 501.201 et seq.) where applicable — FDUTPA provides for actual damages, attorney's fees, and injunctive relief but does not authorize treble or punitive damages.

15. SUPPORT PERFORMANCE REPORTING

15.1 Monthly Reports

Within ten (10) Business Days: Tickets by Severity, Response/Resolution vs. targets, escalations, Uptime, Sev 1/2 summaries, Service Credits.

15.2 Reviews

Quarterly for Premium; monthly for Enterprise.

15.3 KPIs

First Response Time, MTTR, CSAT, Reopen Rate, Escalation Rate, Uptime.

16. SECURITY INCIDENT SUPPORT

16.1 Classification

Security Incidents default to Severity 1.

16.2 Elevated Support

(a) Dedicated coordinator within 15 min; (b) updates every 30 min; (c) coordination with Customer security; (d) interim report within 24 hrs; (e) full RCA within 5 Business Days.

16.3 Florida Information Protection Act (FIPA) Compliance

Per Fla. Stat. § 501.171:

(a) Notification Deadline. Notice to affected individuals must be provided no later than thirty (30) calendar days after determination of the breach or reason to believe a breach occurred. An additional fifteen (15) days may be obtained by presenting good cause in writing to the Florida Department of Legal Affairs.

(b) Department Notification. If the breach affects five hundred (500) or more Florida residents, notice must be provided to the Florida Department of Legal Affairs within the same 30-day period.

(c) Third-Party Agents. A third-party agent (such as Provider) that maintains, stores, or processes personal information on behalf of a covered entity (Customer) has at most ten (10) calendar days to notify the covered entity following discovery of a breach.

(d) Penalties. Violations are subject to civil penalties: $1,000 per day for the first 30 days of violation, $50,000 per each subsequent 30-day period (up to 180 days), and a maximum of $500,000 per breach if violation continues beyond 180 days.

(e) No Private Right of Action. FIPA does not establish a private cause of action. Enforcement is by the Florida Department of Legal Affairs.

(f) Definition. A "breach of security" means unauthorized access of data in electronic form containing personal information. Good-faith access by an employee or agent is not a breach unless the information is used for an unauthorized purpose.

(g) Provider Obligations. Provider shall notify Customer within ten (10) calendar days of discovering a potential breach involving Customer's data. Provider shall cooperate in all notification obligations and provide forensic data and reports.

16.4 Florida Digital Bill of Rights

Provider acknowledges the Florida Digital Bill of Rights (Fla. Stat. § 501.701 et seq.), which provides Florida consumers certain rights regarding their personal data. To the extent Provider processes personal data on behalf of Customer that is subject to this law, Provider shall comply with its obligations as a data processor.

16.5 Coordination

Provider's security support integrates with Customer's incident response plan. Security contact in Exhibit A.

17. CHANGES TO SUPPORT POLICY

17.1 Notice

Sixty (60) days for material changes; thirty (30) days for non-material.

17.2 Material Reduction Protections

Customer may accept or require prior version through current term.

17.3 Non-Diminishment

No reductions below Effective Date levels without consent.

18. ORDER OF PRECEDENCE

This Policy is subject to the Master Agreement. Support metrics/procedures in this Policy control; otherwise the Master Agreement governs.

19. FLORIDA-SPECIFIC LEGAL PROVISIONS

19.1 Governing Law

This Policy is governed by Florida law, without regard to conflict of laws principles.

19.2 Venue and Jurisdiction

Exclusive jurisdiction in state and federal courts in [________________________________] County, Florida (e.g., Miami-Dade County, Hillsborough County — Tampa, Orange County — Orlando, Duval County — Jacksonville, Palm Beach County).

19.3 Florida Deceptive and Unfair Trade Practices Act (FDUTPA)

The Florida Deceptive and Unfair Trade Practices Act (Fla. Stat. § 501.201 et seq.) declares unlawful "unfair methods of competition, unconscionable acts or practices, and unfair or deceptive acts or practices in the conduct of any trade or commerce." A deceptive practice is one that is "likely to mislead" consumers; an unfair practice is one that is "immoral, unethical, oppressive, unscrupulous or substantially injurious to consumers."

A consumer FDUTPA claim requires: (1) a deceptive or unfair practice; (2) causation; and (3) actual damages. Remedies include actual damages, attorney's fees, and injunctive relief. FDUTPA does not authorize treble or punitive damages.

Provider represents that all Service Levels and commitments herein are truthful and not deceptive.

19.4 Implied Warranty

Under Florida's UCC (Fla. Stat. § 672.314), a warranty of merchantability is implied when the seller is a merchant. To disclaim, the language must mention merchantability and be conspicuous (Fla. Stat. § 672.316). Florida courts have generally applied UCC Article 2 to mixed transactions (goods and services) based on the "predominant factor" test. This Policy does not disclaim warranties; any disclaimer is in the Master Agreement.

19.5 Jury Waiver

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

Florida Practice Note: Florida courts generally enforce pre-dispute jury waivers in commercial contracts when the waiver is knowing and voluntary. See Allyn v. Western United Life Assurance Co., 347 F. Supp. 2d 1246 (M.D. Fla. 2004).

19.6 Cure Period

Thirty (30) calendar days to cure material breach after written notice, except for Sev 1 failures unresolved beyond twice the Resolution Target.

19.7 Statute of Limitations

Written contract claims: five (5) years (Fla. Stat. § 95.11(2)(b)). FDUTPA claims: four (4) years (Fla. Stat. § 95.11(3)(f)).

20. ELECTRONIC SIGNATURES

This Policy may be executed electronically per the Florida Uniform Electronic Transaction Act (Fla. Stat. § 668.50) and the federal E-SIGN Act (15 U.S.C. § 7001 et seq.). Electronic signatures have the same legal effect as manual signatures.

21. SIGNATURE BLOCKS

IN WITNESS WHEREOF, the parties execute this Policy as of the Effective Date.

PROVIDER:

Signature: [________________________________]

Printed Name: [________________________________]

Title: [________________________________]

Date: [__/__/____]

CUSTOMER:

Signature: [________________________________]

Printed Name: [________________________________]

Title: [________________________________]

Date: [__/__/____]

EXHIBIT A: SUPPORT CONTACT INFORMATION

Provider Support Contacts

Customer Named Support Contacts

Security Incident Contact

EXHIBIT B: SUPPORTED CONFIGURATIONS

Browsers

Operating Systems

Network

Third-Party Integrations

SOURCES AND REFERENCES

1. Florida Deceptive and Unfair Trade Practices Act — Fla. Stat. § 501.201 et seq.
   https://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=0500-0599/0501/Sections/0501.204.html

2. Florida Information Protection Act — Fla. Stat. § 501.171
   https://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=0500-0599/0501/Sections/0501.171.html

3. Florida Digital Bill of Rights — Fla. Stat. § 501.701 et seq.
   https://www.flsenate.gov/Laws/Statutes/2024/Chapter501/

4. Florida UETA — Fla. Stat. § 668.50
   https://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=0600-0699/0668/Sections/0668.50.html

5. Florida UCC (Sales) — Fla. Stat. Chapter 672
   https://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=0600-0699/0672/0672.html

6. Florida Department of Legal Affairs — Data Breach Notification
   https://www.myfloridalegal.com/

This template is provided for informational purposes only and does not constitute legal advice. It must be reviewed and customized by a qualified attorney licensed in Florida before use. Laws change frequently; verify all citations. This template is designed for the ezel.ai platform.