Enterprise Support Policy

ENTERPRISE SUPPORT POLICY

DOCUMENT IDENTIFICATION

Document Number: [________________________________]

Version: [____]

Provider Legal Name: [________________________________]

Provider DBA (if applicable): [________________________________]

Customer Legal Name: [________________________________]

Customer DBA (if applicable): [________________________________]

Effective Date: [__/__/____]

Policy Term End Date: [__/__/____]

Master Agreement Reference: [________________________________]

Master Agreement Effective Date: [__/__/____]

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ARTICLE 1: DEFINITIONS AND INTERPRETATION

1.1 Definitions

For purposes of this Enterprise Support Policy ("Policy"), the following terms shall have the meanings ascribed below. Capitalized terms not defined herein shall have the meanings set forth in the Master Agreement.

"Authorized Contact" means an individual designated by Customer in writing who is authorized to submit Support Requests, receive communications regarding Support Services, and make decisions on behalf of Customer with respect to support matters.

"Business Day" means Monday through Friday, excluding: (a) Georgia state holidays; (b) federal holidays observed in Georgia; and (c) any additional holidays specified in Section 6.2.

"Business Hours" means 8:00 AM to 6:00 PM Eastern Time on Business Days, unless modified by the applicable Support Tier.

"Change Request" means a request for modification to the Covered Services outside the scope of routine Support Services, including feature enhancements, custom configurations, or integrations.

"Covered Services" means the enterprise software, platform, applications, or services specifically identified in Schedule A to this Policy or in the Master Agreement for which Support Services are provided.

"Critical Business Function" means any function or process of Customer that, if unavailable or impaired, would result in significant financial loss, regulatory non-compliance, or material harm to Customer's business operations.

"Documentation" means the user guides, technical manuals, release notes, API documentation, knowledge base articles, and other written or electronic materials provided by Provider describing the functionality, operation, and requirements of the Covered Services.

"Downtime" means any period during which the Covered Services are unavailable or materially degraded, excluding Scheduled Maintenance, Emergency Maintenance, or outages caused by factors outside Provider's reasonable control.

"Emergency Maintenance" means unscheduled maintenance performed by Provider to address security vulnerabilities, critical system failures, or other urgent issues that cannot reasonably be deferred to a Scheduled Maintenance window.

"End of Life (EOL)" means the date after which a version of the Covered Services will no longer receive any support, updates, or patches from Provider.

"End of Support (EOS)" means the date after which a version of the Covered Services will no longer receive general Support Services but may continue to receive critical security patches for a limited period.

"Error" means a reproducible failure of the Covered Services to perform materially in accordance with the applicable Documentation under normal use conditions.

"Fix" means a permanent modification, patch, update, hotfix, or service pack that corrects an Error.

"Force Majeure Event" means any event beyond the reasonable control of a party, including acts of God, natural disasters, war, terrorism, civil unrest, government actions, epidemics, pandemics, power failures, telecommunications failures, or third-party service provider outages.

"Initial Response" means Provider's first substantive communication to Customer acknowledging a Support Request and providing: (a) confirmation of receipt; (b) assigned ticket number; (c) initial Severity Level classification; and (d) preliminary assessment or request for additional information.

"Knowledge Base" means Provider's repository of self-service resources, including FAQs, troubleshooting guides, how-to articles, and best practice documentation.

"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the total minutes of Downtime during that month, divided by the total number of minutes in the month, expressed as a percentage.

"Named Support Engineer" means a dedicated support resource assigned to Enterprise Support Tier Customers who serves as the primary technical contact for complex issues.

"Resolution" means the correction of an Error through a Fix, Workaround, or determination that the reported issue is not an Error within the scope of this Policy.

"Resolution Time" means the target timeframe for achieving Resolution, measured from the time Provider issues Initial Response.

"Response Time" means the target timeframe for Initial Response, measured from the time Provider receives a complete Support Request during applicable Support Hours.

"Root Cause Analysis (RCA)" means a documented investigation identifying the underlying cause of a Severity Level 1 incident and the corrective actions implemented or planned to prevent recurrence.

"Scheduled Maintenance" means planned maintenance activities performed by Provider during designated Maintenance Windows with advance notice to Customer.

"Service Credit" means the credit amount applied to Customer's account as compensation for Provider's failure to meet specified service level commitments.

"Service Level Objective (SLO)" means the target performance level for a specific metric that Provider endeavors to achieve.

"Severity Level" means the classification assigned to a Support Request based on the impact, urgency, and scope of the reported issue, as defined in Article 4.

"Support Channel" means an authorized method for submitting and managing Support Requests, as specified in Article 3.

"Support Hours" means the hours during which Support Services are available for the applicable Support Tier, as specified in Article 6.

"Support Request" means a request for technical assistance, Error correction, or guidance submitted by an Authorized Contact through an authorized Support Channel.

"Support Services" means the technical support, maintenance, and related services described in this Policy.

"Support Tier" means the level of Support Services selected by Customer (Basic, Standard, Premium, or Enterprise), as specified in Article 2.

"Technical Account Manager (TAM)" means a dedicated resource assigned to Enterprise Support Tier Customers responsible for overall support relationship management, business reviews, and strategic guidance.

"Workaround" means a temporary solution, procedure, or configuration that allows Customer to continue using the Covered Services in a materially functional manner despite an unresolved Error, pending delivery of a permanent Fix.

1.2 Interpretation

1.2.1 References to "days" mean calendar days unless specifically stated as "Business Days."

1.2.2 References to time of day are to Eastern Time unless otherwise specified.

1.2.3 The headings in this Policy are for convenience only and shall not affect interpretation.

1.2.4 In the event of conflict between this Policy and the Master Agreement, the Master Agreement shall control unless this Policy expressly states otherwise.

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ARTICLE 2: SUPPORT TIERS

2.1 Support Tier Definitions

Provider offers four Support Tiers with varying levels of service, features, and pricing. Customer shall select the applicable Support Tier at the time of contract execution.

2.1.1 Basic Support Tier

Target Customers: Small implementations, non-critical applications, development/test environments

Included Services:

☐ Access to online Knowledge Base and Documentation

☐ Email-based Support Request submission

☐ Support Portal access for ticket management

☐ Access to community forums (if available)

☐ Notification of major product releases and security advisories

☐ Self-service troubleshooting resources

Support Hours: Business Days, 9:00 AM - 5:00 PM Eastern Time

Authorized Contacts: Up to [____] designated contacts

Response Time Targets: As specified in Section 4.2

2.1.2 Standard Support Tier

Target Customers: Production implementations with moderate business criticality

Included Services:

☐ All Basic Support Tier services, plus:

☐ Phone support during Support Hours

☐ Live chat support during Support Hours

☐ Quarterly product update briefings

☐ Access to standard support resources

☐ Monthly support summary reports

☐ Proactive notification of service incidents

Support Hours: Business Days, 8:00 AM - 6:00 PM Eastern Time

Authorized Contacts: Up to [____] designated contacts

Response Time Targets: As specified in Section 4.2

2.1.3 Premium Support Tier

Target Customers: Business-critical production implementations

Included Services:

☐ All Standard Support Tier services, plus:

☐ Extended Support Hours coverage

☐ Accelerated Response Time targets

☐ 24/7 phone support for Severity Level 1 issues

☐ Named Support Engineer assignment

☐ Quarterly Business Reviews

☐ Priority escalation handling

☐ Proactive system health monitoring (if applicable)

☐ Early access to beta releases (upon request)

☐ Annual support planning session

Support Hours: Business Days, 7:00 AM - 9:00 PM Eastern Time; 24/7 for Severity Level 1

Authorized Contacts: Up to [____] designated contacts

Response Time Targets: As specified in Section 4.2

2.1.4 Enterprise Support Tier

Target Customers: Mission-critical implementations requiring highest service levels

Included Services:

☐ All Premium Support Tier services, plus:

☐ 24/7/365 support for all Severity Levels

☐ Dedicated Technical Account Manager (TAM)

☐ Named Support Engineer team

☐ Guaranteed Response Times with Service Credits

☐ Root Cause Analysis for all Severity Level 1 incidents

☐ Monthly strategic review meetings

☐ Custom escalation procedures

☐ Priority access to product engineering (for critical issues)

☐ Dedicated support phone line

☐ On-site support visits (as mutually agreed, travel expenses separate)

☐ Custom training sessions (up to [____] hours annually)

☐ Architecture and optimization reviews

☐ Disaster recovery planning assistance

Support Hours: 24 hours per day, 7 days per week, 365 days per year

Authorized Contacts: Up to [____] designated contacts (additional contacts available)

Response Time Targets: As specified in Section 4.2

2.2 Support Tier Selection

Customer's Selected Support Tier (check one):

☐ Basic Support

☐ Standard Support

☐ Premium Support

☐ Enterprise Support

Tier Selection Effective Date: [__/__/____]

Customer Authorized Signature: [________________________________]

Title: [________________________________]

Date: [__/__/____]

2.3 Support Tier Upgrades and Downgrades

2.3.1 Upgrades: Customer may upgrade to a higher Support Tier at any time upon written notice and payment of the applicable fee differential, prorated for the remaining term.

2.3.2 Downgrades: Customer may downgrade to a lower Support Tier only at the end of the current annual term upon at least [____] days' written notice prior to renewal.

2.3.3 Effect of Changes: Tier changes become effective on the first day of the next billing period following Provider's confirmation of the change.

2.4 Authorized Contact Designations

Contact Role	Name	Title	Email	Phone	Primary/Secondary
Primary Technical	[________________________________]	[________________________________]	[________________________________]	[________________________________]	Primary
Backup Technical	[________________________________]	[________________________________]	[________________________________]	[________________________________]	Secondary
Management Escalation	[________________________________]	[________________________________]	[________________________________]	[________________________________]	Escalation
Billing/Administrative	[________________________________]	[________________________________]	[________________________________]	[________________________________]	Administrative
Additional Contact	[________________________________]	[________________________________]	[________________________________]	[________________________________]	[____]
Additional Contact	[________________________________]	[________________________________]	[________________________________]	[________________________________]	[____]

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ARTICLE 3: SUPPORT CHANNELS AND CONTACT METHODS

3.1 Support Portal (Primary Channel)

Portal URL: [________________________________]

Availability: 24/7 for Support Request submission; responses during applicable Support Hours

Capabilities:

☐ Support Request creation and submission

☐ Ticket status tracking and history

☐ Document and log file uploads (up to [____] MB per file)

☐ Communication thread with support team

☐ Knowledge Base search and access

☐ Service status dashboard

☐ Scheduled maintenance notifications

☐ Report generation and download

Access Requirements:

☐ Valid Authorized Contact credentials

☐ Multi-factor authentication (required/recommended)

☐ Accepted terms of use

3.2 Email Support

Support Email Address: [________________________________]

Emergency Email (Severity 1): [________________________________]

Availability: 24/7 for submission; responses during applicable Support Hours

Response Confirmation: Automated acknowledgment within 15 minutes with assigned ticket number

File Attachment Limit: [____] MB total per email

3.3 Phone Support

General Support Line: [________________________________]

Hours: As specified by Support Tier in Section 2.1

Severity Level 1 Emergency Hotline (Premium/Enterprise): [________________________________]

Hours: 24/7/365

Direct Technical Support Line (Enterprise): [________________________________]

Hours: 24/7/365

Call Recording Notice: Support calls may be recorded for quality assurance and training purposes.

3.4 Live Chat Support

Access Method: Support Portal or [________________________________]

Availability: During Support Hours (Standard tier and above)

Extended Chat Hours (Premium/Enterprise): [________________________________]

Chat Transcript: Automatically saved to associated Support Request ticket

3.5 Remote Access Support

3.5.1 Provider may request remote access to Customer systems to diagnose and resolve complex issues.

3.5.2 Remote access shall only occur with Customer's express consent for each session.

3.5.3 Customer may observe all remote access sessions in real-time.

3.5.4 Provider shall use industry-standard secure remote access tools, including: [________________________________]

3.5.5 All remote access sessions shall be logged and documented in the Support Request ticket.

3.6 Required Channel by Severity Level

Severity Level	Required Primary Channel	Acceptable Alternative Channels
Severity 1 - Critical	Phone (required) + Support Portal	Emergency Email (within 15 min of call)
Severity 2 - High	Support Portal or Phone	Email (with phone follow-up)
Severity 3 - Medium	Support Portal	Email, Chat
Severity 4 - Low	Support Portal	Email, Chat

3.7 Support Request Requirements

All Support Requests must include the following information for prompt processing:

Required Information:

☐ Authorized Contact name, email, and phone number

☐ Customer account identifier or contract number

☐ Affected system/environment (production, staging, development)

☐ Detailed description of the issue or question

☐ Date and time issue first observed

☐ Requested Severity Level with business impact justification

☐ Steps to reproduce (for Errors)

☐ Error messages, codes, or screenshots (if applicable)

☐ Recent changes to environment or configuration

☐ Workarounds attempted and results

Additional Information (if applicable):

☐ System logs and diagnostic data

☐ Browser type and version

☐ Operating system and version

☐ Network configuration details

☐ Third-party integrations involved

☐ Number of affected users

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ARTICLE 4: SEVERITY LEVELS AND SERVICE LEVEL OBJECTIVES

4.1 Severity Level Definitions

Severity Level 1 - Critical

Definition: Complete system failure or unavailability of the Covered Services in the production environment with no available Workaround, resulting in:

☐ Total loss of service affecting all or substantially all users

☐ Data corruption, loss, or security breach affecting production data

☐ Complete inability to perform Critical Business Functions

☐ Significant and ongoing financial or operational harm

Examples:

• Production system completely down and inaccessible
• Security breach with active data exfiltration
• Database corruption affecting all transactions
• Authentication system failure preventing all user access

Customer Obligations:

☐ Technical resources available 24/7 until Resolution

☐ Phone contact required within 15 minutes of portal submission

☐ Immediate response to Provider communications

Severity Level 2 - High

Definition: Major functionality is severely impaired or degraded in the production environment, materially impacting business operations with no reasonable Workaround, including:

☐ Critical feature unavailable affecting significant user population

☐ Severe performance degradation (response times >500% of normal)

☐ Data integrity issues affecting subset of records

☐ Intermittent system failures recurring frequently

Examples:

• Core business function unavailable for department
• Reporting system producing incorrect calculations
• Integration with critical third-party system failing
• Performance degradation causing transaction timeouts

Customer Obligations:

☐ Technical resources available during extended Business Hours

☐ Response to Provider communications within 2 hours

☐ Testing of proposed Fixes within 4 hours

Severity Level 3 - Medium

Definition: Partial loss of functionality or performance degradation that impacts business operations but does not prevent essential use, typically with an available Workaround, including:

☐ Non-critical feature unavailable or malfunctioning

☐ Moderate performance degradation not preventing use

☐ Functionality operates but produces incorrect results in limited cases

☐ Issue affecting limited user population

Examples:

• Secondary reporting feature producing formatting errors
• Export function failing for specific file types
• Dashboard loading slowly but functional
• Non-critical notification emails delayed

Customer Obligations:

☐ Technical resources available during Business Hours

☐ Response to Provider communications within 1 Business Day

☐ Testing of proposed Fixes within 2 Business Days

Severity Level 4 - Low

Definition: Minor issues with minimal or no business impact, general questions, documentation requests, or enhancement suggestions, including:

☐ Cosmetic issues not affecting functionality

☐ General questions about features or best practices

☐ Documentation errors or improvement requests

☐ Feature enhancement requests

☐ Issues with readily available Workarounds

Examples:

• Minor user interface alignment issues
• Questions about optimal configuration settings
• Request for additional documentation
• Suggestion for future feature enhancement

Customer Obligations:

☐ Response to Provider communications within 3 Business Days

☐ Testing of proposed Fixes within 5 Business Days

4.2 Response Time and Resolution Time Objectives

Basic Support Tier

Severity	Initial Response	Target Resolution	Status Update Frequency
Level 1	8 Business Hours	Best effort	Every Business Day
Level 2	2 Business Days	Best effort	Every 2 Business Days
Level 3	3 Business Days	Best effort	Weekly
Level 4	5 Business Days	Best effort	Upon Resolution

Standard Support Tier

Severity	Initial Response	Target Resolution	Status Update Frequency
Level 1	4 Business Hours	24 Business Hours	Every 4 hours
Level 2	8 Business Hours	3 Business Days	Every 8 hours
Level 3	1 Business Day	5 Business Days	Every Business Day
Level 4	2 Business Days	10 Business Days	Weekly

Premium Support Tier

Severity	Initial Response	Target Resolution	Status Update Frequency
Level 1	1 hour (24/7)	8 hours	Continuous until stable
Level 2	4 Business Hours	24 Business Hours	Every 4 hours
Level 3	8 Business Hours	3 Business Days	Every 8 hours
Level 4	1 Business Day	5 Business Days	Every Business Day

Enterprise Support Tier

Severity	Initial Response	Target Resolution	Status Update Frequency
Level 1	15 minutes (24/7)	4 hours	Continuous until resolved
Level 2	1 hour (24/7)	8 hours	Every 2 hours
Level 3	4 hours (24/7)	2 Business Days	Every 4 hours
Level 4	8 Business Hours	3 Business Days	Every Business Day

4.3 Severity Level Classification and Reclassification

4.3.1 Initial Classification: Customer shall propose an initial Severity Level when submitting a Support Request, including business impact justification.

4.3.2 Provider Review: Provider shall review the proposed Severity Level against the definitions in Section 4.1 and may reclassify based on objective assessment.

4.3.3 Reclassification Notice: Provider shall notify Customer of any reclassification within [____] hours, including written justification.

4.3.4 Reclassification Dispute: Customer may dispute reclassification through the escalation procedures in Article 5. Pending resolution, Provider shall continue treating the issue at the higher Severity Level.

4.3.5 Downgrade Upon Workaround: When a Workaround is implemented that substantially mitigates business impact, Provider may reclassify the Severity Level with Customer's concurrence, while continuing to pursue a permanent Fix.

4.4 Service Level Commitments (Premium and Enterprise Tiers)

4.4.1 Uptime Commitment:

Provider commits to the following Monthly Uptime Percentage for the Covered Services:

☐ Standard Tier: [____]% (approximately [____] hours maximum Downtime per month)

☐ Premium Tier: [____]% (approximately [____] hours maximum Downtime per month)

☐ Enterprise Tier: [____]% (approximately [____] minutes maximum Downtime per month)

4.4.2 Response Time Commitment (Enterprise Tier Only):

The Response Times specified in Section 4.2 for Enterprise Support Tier are firm commitments subject to the Service Credit provisions in Article 7.

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ARTICLE 5: ESCALATION PROCEDURES

5.1 Standard Escalation Matrix

Support issues shall be escalated through the following levels when standard procedures do not achieve timely Resolution:

Level 1 - Support Representative

• Role: Initial point of contact; handles routine issues and initial troubleshooting
• Authority: Basic troubleshooting, documentation referral, escalation to Level 2
• Contact: Support Portal, Phone, Chat, Email

Level 2 - Senior Support Engineer

• Role: Complex technical issues; engaged when Level 1 cannot resolve
• Authority: Advanced troubleshooting, Workaround development, engineering consultation
• Name: [________________________________]
• Email: [________________________________]
• Phone: [________________________________]

Level 3 - Support Manager

• Role: Persistent issues, process concerns, resource allocation
• Authority: Priority reassignment, multi-team coordination, customer communication
• Name: [________________________________]
• Email: [________________________________]
• Phone: [________________________________]

Level 4 - Director of Support/Customer Success

• Role: Critical business impact, executive escalation
• Authority: Emergency resource allocation, policy exceptions, management engagement
• Name: [________________________________]
• Email: [________________________________]
• Phone: [________________________________]

Level 5 - Vice President/Executive Sponsor

• Role: Final escalation for unresolved critical issues
• Authority: Strategic decisions, contract discussions, organizational commitments
• Name: [________________________________]
• Email: [________________________________]
• Phone: [________________________________]

5.2 Automatic Escalation Triggers

The following conditions shall trigger automatic escalation without requiring Customer request:

☐ Severity Level 1 issue: Initial Response not provided within target timeframe

☐ Severity Level 1 issue: Not resolved within target Resolution Time

☐ Severity Level 2 issue: Open for more than [____] Business Days without Resolution

☐ Severity Level 2 issue: Response Time target missed by more than [____] hours

☐ Three (3) or more related Support Requests for the same underlying issue within [____] days

☐ Support Request reopened [____] or more times

☐ Customer satisfaction survey rating below [____] out of 5

☐ Any issue involving data security or potential breach

5.3 Customer-Initiated Escalation

5.3.1 Right to Escalate: Authorized Contacts may initiate escalation at any time if:

☐ Response Time or Resolution Time targets are not being met

☐ Proposed solutions are unsatisfactory

☐ Business impact has increased

☐ Communication is inadequate

☐ Issue requires higher-level attention

5.3.2 Escalation Methods:

☐ Request escalation via Support Portal (select "Request Escalation" option)

☐ Email escalation request to: [________________________________]

☐ Contact next escalation level directly using information in Section 5.1

☐ Call dedicated escalation hotline: [________________________________] (Enterprise Tier)

5.3.3 Escalation Request Content:

☐ Support Request ticket number(s)

☐ Summary of issue and current status

☐ Actions taken and results

☐ Business impact (current and potential)

☐ Desired outcome or resolution

☐ Urgency and time constraints

5.4 Emergency Escalation (Severity Level 1)

5.4.1 For Severity Level 1 emergencies at any time (Premium and Enterprise Tiers):

• Emergency Hotline: [________________________________]
• Emergency Email: [________________________________]
• On-Call Manager Pager/SMS: [________________________________]

5.4.2 Emergency escalation shall result in:

☐ Immediate engagement of on-call senior engineer

☐ Notification to Support Management within 30 minutes

☐ Bridge call established within 1 hour (if requested)

☐ Status updates every 30 minutes until stable

☐ Executive notification for issues exceeding [____] hours

5.5 Escalation Response Commitments

Escalation Level	Acknowledgment Time	Engagement Time
Level 2	30 minutes	1 hour
Level 3	1 hour	2 hours
Level 4	2 hours	4 hours
Level 5	4 hours	8 hours

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ARTICLE 6: SUPPORT HOURS AND COVERAGE

6.1 Support Hours by Tier

Support Tier	Standard Support Hours	Severity 1 Coverage	Severity 2 Coverage
Basic	Mon-Fri, 9:00 AM - 5:00 PM ET	Business Hours only	Business Hours only
Standard	Mon-Fri, 8:00 AM - 6:00 PM ET	Business Hours only	Business Hours only
Premium	Mon-Fri, 7:00 AM - 9:00 PM ET	24/7/365	Extended Hours
Enterprise	24/7/365	24/7/365	24/7/365

6.2 Holiday Schedule

Support Services shall observe the following holidays. During these periods, only Severity Level 1 support (Premium/Enterprise) and emergency services shall be available:

Federal Holidays Observed:

☐ New Year's Day (January 1)

☐ Martin Luther King Jr. Day (Third Monday in January)

☐ Presidents' Day (Third Monday in February)

☐ Memorial Day (Last Monday in May)

☐ Juneteenth National Independence Day (June 19)

☐ Independence Day (July 4)

☐ Labor Day (First Monday in September)

☐ Columbus Day (Second Monday in October)

☐ Veterans Day (November 11)

☐ Thanksgiving Day (Fourth Thursday in November)

☐ Christmas Day (December 25)

Additional Observed Days:

☐ Day after Thanksgiving (Friday)

☐ Christmas Eve (December 24) - Half day closure at 12:00 PM ET

☐ New Year's Eve (December 31) - Half day closure at 12:00 PM ET

Georgia State Holidays (Provider offices in Georgia may observe):

☐ Robert E. Lee's Birthday (varies by year)

☐ Confederate Memorial Day (Fourth Monday in April)

Note: Georgia state holiday observance does not affect 24/7 support availability for applicable tiers.

6.3 After-Hours Support

6.3.1 Support Requests submitted outside of Support Hours shall be logged immediately and processed beginning the next Support Hour (Basic and Standard Tiers).

6.3.2 Premium Tier: 24/7 support for Severity Level 1; Severity Level 2-4 processed next Business Day with priority queuing.

6.3.3 Enterprise Tier: Full 24/7/365 support for all Severity Levels.

6.3.4 After-hours support for non-Enterprise tiers may be available on a per-incident basis. Contact [________________________________] for emergency support requests and pricing.

After-Hours Emergency Support Fee (Basic/Standard): $[________________________________] per hour (minimum [____] hour engagement)

6.4 Maintenance Windows

6.4.1 Scheduled Maintenance Windows

Provider shall perform routine maintenance during the following designated windows:

Primary Maintenance Window:

• Day: [________________________________]
• Time: [________________________________] to [________________________________] Eastern Time
• Frequency: [________________________________]

Secondary Maintenance Window:

• Day: [________________________________]
• Time: [________________________________] to [________________________________] Eastern Time
• Frequency: [________________________________]

6.4.2 Maintenance Notification Requirements

Maintenance Type	Minimum Notice	Notification Method
Routine (no impact expected)	[____] Business Days	Email, Portal
Standard (brief interruption possible)	[____] Business Days	Email, Portal, In-App
Major (extended downtime)	[____] Business Days	Email, Portal, In-App, Phone
Emergency	As soon as practicable	All available channels

6.4.3 Maintenance Communication Content

Maintenance notifications shall include:

☐ Description of maintenance activities

☐ Expected start and end times

☐ Anticipated impact to services

☐ Affected components or features

☐ Recommended customer actions (if any)

☐ Contact information for questions

☐ Post-maintenance confirmation

6.4.4 Emergency Maintenance

6.4.4.1 Provider may perform Emergency Maintenance without standard notice when necessary to:

☐ Address critical security vulnerabilities

☐ Prevent or mitigate data loss

☐ Respond to active security incidents

☐ Correct issues causing widespread service degradation

6.4.4.2 Provider shall provide notice of Emergency Maintenance as soon as practicable, including real-time status updates.

6.4.4.3 Emergency Maintenance lasting more than [____] minutes shall trigger notification to Customer's designated emergency contact.

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ARTICLE 7: SERVICE CREDITS FOR SLA BREACHES

7.1 Eligibility for Service Credits

7.1.1 Service Credits are available to Premium and Enterprise Support Tier Customers for Provider's failure to meet the service level commitments specified in this Article.

7.1.2 Service Credits are Customer's sole and exclusive remedy for Provider's failure to meet service level commitments, except as otherwise provided in the Master Agreement.

7.2 Uptime Service Credits

If Provider fails to meet the Monthly Uptime Percentage commitment, Customer shall be entitled to Service Credits as follows:

Premium Support Tier:

Monthly Uptime Percentage	Service Credit (% of Monthly Support Fee)
< [____]% but ≥ [____]%	[____]%
< [____]% but ≥ [____]%	[____]%
< [____]% but ≥ [____]%	[____]%
< [____]%	[____]%

Enterprise Support Tier:

Monthly Uptime Percentage	Service Credit (% of Monthly Support Fee)
< [____]% but ≥ [____]%	[____]%
< [____]% but ≥ [____]%	[____]%
< [____]% but ≥ [____]%	[____]%
< [____]%	[____]%

7.3 Response Time Service Credits (Enterprise Tier Only)

If Provider fails to meet Response Time commitments for Severity Level 1 or 2 issues, Customer shall be entitled to Service Credits:

Missed Commitment	Service Credit per Incident
Severity 1 Response Time exceeded by up to 100%	$[________________________________]
Severity 1 Response Time exceeded by >100%	$[________________________________]
Severity 2 Response Time exceeded by up to 100%	$[________________________________]
Severity 2 Response Time exceeded by >100%	$[________________________________]

7.4 Cumulative Response Time Failures

If Provider misses Response Time commitments for [____] or more Severity Level 1 or 2 issues in any calendar quarter:

☐ Additional Service Credit of [____]% of quarterly support fees

☐ Mandatory service improvement plan within [____] Business Days

☐ Executive review meeting within [____] Business Days

☐ Option to terminate Support Services without penalty upon [____] days' notice

7.5 Service Credit Claim Process

7.5.1 Claim Deadline: Customer must submit Service Credit claims within [____] days following the end of the month in which the service level failure occurred.

7.5.2 Claim Submission: Claims must be submitted via:

☐ Support Portal (Service Credit Request form)

☐ Email to: [________________________________]

7.5.3 Required Information:

☐ Customer account information

☐ Month(s) for which credit is requested

☐ Description of service level failure

☐ Supporting documentation (ticket numbers, timestamps, etc.)

☐ Calculated credit amount requested

7.5.4 Claim Review: Provider shall review claims and respond within [____] Business Days with:

☐ Approval and credit application timeline

☐ Partial approval with explanation

☐ Denial with detailed justification

7.5.5 Dispute Resolution: Disputed Service Credit claims shall be resolved through the escalation procedures in Article 5, followed by the dispute resolution provisions in Article 12 if necessary.

7.6 Service Credit Application

7.6.1 Approved Service Credits shall be applied to Customer's next invoice within [____] days of approval.

7.6.2 Service Credits are non-transferable and have no cash value.

7.6.3 Service Credits expire if not applied within [____] months of issuance.

7.6.4 Upon termination of the Support Services, any unused Service Credits shall be forfeited unless otherwise agreed.

7.7 Service Credit Limitations

7.7.1 Maximum Credits: Total Service Credits in any calendar month shall not exceed [____]% of Customer's monthly support fees for that month.

7.7.2 Exclusions: Service Credits shall not apply to service level failures caused by:

☐ Force Majeure Events

☐ Scheduled Maintenance or Emergency Maintenance properly noticed

☐ Customer's acts, omissions, or breach of this Policy or Master Agreement

☐ Third-party services or systems outside Provider's control

☐ Customer's failure to meet prerequisites or system requirements

☐ Internet connectivity issues not attributable to Provider

☐ Beta, pilot, or trial services

☐ Services for which Customer has not paid applicable fees

7.8 Chronic Performance Failure

7.8.1 If Provider fails to meet uptime commitments for [____] or more consecutive months, Customer may elect to:

☐ Receive enhanced Service Credits at [____]x the standard rate

☐ Receive [____] months of support services at no charge

☐ Terminate Support Services without penalty

☐ Terminate the Master Agreement without penalty (if support is material to the Agreement)

7.8.2 Customer must exercise chronic failure remedies within [____] days of the qualifying event.

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ARTICLE 8: EXCLUSIONS AND LIMITATIONS

8.1 Services Excluded from Support

The following are not included in Support Services and are not covered by this Policy:

☐ Issues arising from Customer's unauthorized modification, alteration, or reverse engineering of the Covered Services

☐ Issues caused by use of the Covered Services in violation of the Documentation, acceptable use policies, or Master Agreement

☐ Issues resulting from third-party software, hardware, APIs, or services not certified by Provider for use with the Covered Services

☐ Issues caused by Customer's failure to implement required updates, patches, or hotfixes within [____] days of release

☐ Issues arising from operating the Covered Services on non-supported platforms, browsers, or infrastructure

☐ Data recovery necessitated by Customer's failure to maintain adequate backups in accordance with Documentation recommendations

☐ Training services beyond the scope of standard product support (custom training available separately)

☐ Custom development, customization, or programming services

☐ Professional services including implementation, migration, or integration projects

☐ Issues arising from Customer's network, infrastructure, internet connectivity, or telecommunications

☐ Issues caused by Customer's end users violating acceptable use policies

☐ Beta, pilot, evaluation, or trial versions of the Covered Services (unless separately agreed)

☐ Versions of the Covered Services that have reached End of Life or End of Support status

☐ Issues arising from Force Majeure Events

☐ On-site support (unless included in Support Tier or separately contracted)

☐ Hardware support (unless specifically included in Covered Services)

☐ Support for Customer-developed applications or customizations

8.2 Out-of-Scope Request Handling

8.2.1 When Provider determines that a Support Request involves excluded services, Provider shall:

☐ Notify Customer that the request is out of scope

☐ Explain the applicable exclusion

☐ Offer alternative resources or recommendations

☐ Provide pricing for professional services engagement (if applicable)

8.2.2 Out-of-scope requests may be fulfilled through separate professional services engagement at Provider's then-current rates.

8.3 Supported Versions and Environments

8.3.1 Version Support:

• Current version: Full support
• Current version minus one (N-1): Full support
• Current version minus two (N-2): Limited support (security patches, critical fixes only)
• Earlier versions: End of Life - no support

8.3.2 Version Support Timeline:

Version Milestone	Support Status	Notice Period
General Availability (GA)	Full Support begins	N/A
N-2 Status	Limited Support begins	[____] months notice
End of Support (EOS)	Security patches only	[____] months notice
End of Life (EOL)	No support	[____] months notice

8.3.3 Supported Platforms:

Customer is responsible for operating the Covered Services on platforms meeting Provider's published system requirements, including:

☐ Operating systems: [________________________________]

☐ Browsers: [________________________________]

☐ Database versions: [________________________________]

☐ Other requirements: [________________________________]

8.4 Limitations of Liability for Support Services

8.4.1 Support Services are provided on an "as-is" basis with respect to any advice, recommendations, or guidance. Provider does not warrant that Support Services will resolve all issues or that the Covered Services will be error-free.

8.4.2 Provider shall not be liable for any business decisions made by Customer based on support guidance or recommendations.

8.4.3 Provider's total liability for Support Services shall be limited as set forth in Article 12.

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ARTICLE 9: CUSTOMER RESPONSIBILITIES

9.1 General Obligations

Customer agrees to fulfill the following responsibilities in connection with Support Services:

☐ Designate and maintain current Authorized Contacts with appropriate technical skills

☐ Ensure Authorized Contacts complete any required product training

☐ Provide accurate, complete, and timely information when submitting Support Requests

☐ Respond promptly to Provider's requests for additional information or clarification

☐ Implement recommended Fixes, patches, and Workarounds in a timely manner

☐ Maintain commercially reasonable security measures for access credentials

☐ Keep Customer systems and environments compatible with Covered Services requirements

☐ Maintain adequate data backups in accordance with Documentation

☐ Notify Provider promptly of any security incidents affecting the Covered Services

☐ Pay all support fees when due

☐ Comply with all applicable terms of the Master Agreement

9.2 Cooperation Requirements

9.2.1 Customer shall provide Provider with reasonable access to:

☐ Affected systems (remotely or on-site as mutually agreed)

☐ Relevant log files and diagnostic data

☐ Personnel with knowledge of the reported issue

☐ Test environments for reproducing and validating Fixes

9.2.2 Customer shall make commercially reasonable efforts to:

☐ Reproduce issues and document steps for reproduction

☐ Gather and provide relevant system information and logs

☐ Test proposed Fixes in non-production environments before deployment

☐ Confirm Resolution and provide feedback on Support Request closure

9.3 Authorized Contact Requirements

9.3.1 Technical Qualifications:

Authorized Contacts must possess sufficient technical knowledge to:

☐ Accurately describe issues, including technical symptoms and business impact

☐ Perform basic troubleshooting as directed by Provider

☐ Implement recommended configurations and Workarounds

☐ Test and validate proposed solutions

☐ Communicate effectively regarding technical matters

9.3.2 Contact Maintenance:

☐ Customer shall notify Provider within [____] Business Days of any changes to Authorized Contacts

☐ Customer shall maintain at least [____] active Authorized Contacts at all times

☐ Provider may require verification of Authorized Contact status before processing Support Requests

9.3.3 Contact Training:

Provider recommends that Authorized Contacts complete the following training:

☐ Product fundamentals training

☐ Administrator certification (if applicable)

☐ Troubleshooting basics workshop

9.4 Environment and Infrastructure

9.4.1 Customer is solely responsible for:

☐ Customer's network infrastructure and internet connectivity

☐ Client hardware, operating systems, and browsers

☐ Third-party software and integrations not certified by Provider

☐ Data backup and disaster recovery for Customer data

☐ User access management and credential security

9.4.2 Customer shall maintain environments meeting Provider's published minimum requirements.

9.5 Consequences of Non-Compliance

Failure to comply with Customer responsibilities may result in:

☐ Extended Response Times and Resolution Times (without SLA credit)

☐ Reclassification of Severity Levels

☐ Suspension of Support Request processing pending required Customer action

☐ Closure of Support Requests after [____] Business Days of Customer non-response

☐ Additional fees for support services necessitated by Customer's non-compliance

☐ Voiding of Service Credit eligibility for affected incidents

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ARTICLE 10: END OF LIFE AND END OF SUPPORT POLICIES

10.1 Product Lifecycle Stages

Provider manages Covered Services through the following lifecycle stages:

10.1.1 General Availability (GA):

• Full feature development and enhancements
• Complete Support Services per this Policy
• Regular updates and patches
• Full Documentation and training resources

10.1.2 Mature/Maintenance Phase:

• Limited new feature development
• Full Support Services continue
• Security patches and critical fixes
• Documentation updates for fixes only

10.1.3 End of Support (EOS):

• No new feature development
• Security patches only
• Limited Support Services (Severity Level 1 and 2 only)
• No guaranteed Response Times

10.1.4 End of Life (EOL):

• No updates or patches
• No Support Services
• No access to support resources for this version
• Customer must migrate to supported version

10.2 Notification Requirements

Provider shall provide the following minimum notice for lifecycle transitions:

Lifecycle Transition	Minimum Notice
GA to Maintenance	[____] months
Maintenance to EOS	[____] months
EOS to EOL	[____] months
Emergency EOL (security)	[____] days

10.3 Migration Assistance

10.3.1 Upon announcement of EOS or EOL, Provider shall:

☐ Publish migration guides and documentation

☐ Provide migration planning consultation (Enterprise Tier)

☐ Offer professional services for migration assistance (separate fee)

☐ Maintain reasonable overlap period for transition

10.3.2 Customer is responsible for timely migration to supported versions.

10.4 Extended Support Option

10.4.1 Customer may request Extended Support beyond the standard EOS date, subject to:

☐ Separate written agreement

☐ Extended Support fees at [____]% premium over standard support fees

☐ Limited scope (security patches and Severity Level 1 issues only)

☐ Maximum extended support period of [____] months

10.4.2 Extended Support requests must be submitted at least [____] days before the scheduled EOS date.

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ARTICLE 11: SUPPORT FEES AND PAYMENT

11.1 Support Fee Structure

Support fees are determined by the selected Support Tier and fee model:

Fee Model (select one):

☐ Included in Subscription: Support Services included in subscription fees under the Master Agreement at no additional charge.

☐ Separate Annual Support Fee: Support Services provided for the following annual fees:

Support Tier	Annual Fee	Monthly Equivalent
Basic Support	$[________________________________]	$[________________________________]
Standard Support	$[________________________________]	$[________________________________]
Premium Support	$[________________________________]	$[________________________________]
Enterprise Support	$[________________________________]	$[________________________________]

☐ Percentage of License Fees: Support Services provided for [____]% of annual license/subscription fees.

☐ Per-User/Per-Seat: Support Services provided at $[________________________________] per user per [month/year].

☐ Custom Pricing: As specified in Schedule B to this Policy.

11.2 Additional Service Fees

The following services are available for additional fees beyond the base Support Tier:

Service	Rate	Minimum
After-hours support (Basic/Standard)	$[________________________________]/hour	[____] hours
On-site support visit	$[________________________________]/day + expenses	[____] day(s)
Custom training session	$[________________________________]/session	N/A
Architecture review	$[________________________________]/engagement	N/A
Emergency change request	$[________________________________]/request	N/A
Additional Authorized Contacts	$[________________________________]/contact/year	N/A
Extended Support (post-EOS)	[____]% premium	N/A

11.3 Fee Adjustments

11.3.1 Provider may adjust support fees upon renewal by providing at least [____] days' written notice prior to any renewal term.

11.3.2 Annual fee increases shall not exceed [____]% over the prior year's fees without Customer's written consent, except for adjustments reflecting:

☐ Significant expansion of Covered Services scope

☐ Support Tier upgrades

☐ Material increases in Provider's costs (with documentation)

11.4 Payment Terms

11.4.1 Support fees shall be invoiced and payable according to the Master Agreement payment terms.

11.4.2 If payment terms are not specified in the Master Agreement:

☐ Annual fees: Due upon execution and each anniversary

☐ Monthly fees: Due on the first of each month

☐ Payment terms: Net [____] days from invoice date

11.4.3 Late Payment: Payments not received within [____] days of the due date may incur:

☐ Late fee of [____]% per month on overdue amounts

☐ Suspension of Support Services (except Severity Level 1 data security issues) upon [____] days' notice

☐ Acceleration of all amounts due under the Master Agreement

11.4.4 Disputed Amounts: Customer shall pay undisputed amounts when due and notify Provider of disputes within [____] days of invoice receipt.

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ARTICLE 12: GEORGIA-SPECIFIC LEGAL PROVISIONS

12.1 Governing Law

This Support Policy shall be governed by and construed in accordance with the laws of the State of Georgia, without regard to its conflict of laws principles, pursuant to the parties' freedom to contract under O.C.G.A. § 13-8-2. The United Nations Convention on Contracts for the International Sale of Goods shall not apply.

12.2 Venue and Jurisdiction

12.2.1 Any legal action or proceeding arising out of or relating to this Support Policy shall be brought exclusively in the state or federal courts located in [________________________________] County, Georgia.

12.2.2 Each party irrevocably consents to the exclusive jurisdiction and venue of such courts and waives any objection based on forum non conveniens.

12.2.3 Each party waives any right to remove any action to any other court.

12.3 Electronic Records and Signatures

12.3.1 The parties agree that electronic records and signatures shall be valid and enforceable pursuant to:

☐ Georgia Electronic Records and Signatures Act, O.C.G.A. § 10-12-1 et seq.

☐ Federal Electronic Signatures in Global and National Commerce Act (E-SIGN), 15 U.S.C. § 7001 et seq.

12.3.2 Support Requests, approvals, escalations, and other communications transmitted electronically through authorized Support Channels shall have the same legal effect as written documents.

12.3.3 Electronic acceptance of this Policy through click-through, digital signature, or continued use of Support Services constitutes binding agreement.

12.4 Limitation of Liability

12.4.1 Cap on Liability: To the maximum extent permitted by Georgia law, Provider's total aggregate liability arising out of or relating to Support Services under this Policy shall not exceed the greater of:

☐ The support fees actually paid by Customer during the twelve (12) months preceding the event giving rise to liability; or

☐ $[________________________________]

12.4.2 Exclusion of Consequential Damages: In no event shall either party be liable to the other for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to:

☐ Loss of profits, revenue, or business opportunities

☐ Loss of data or data restoration costs

☐ Business interruption

☐ Loss of goodwill or reputation

☐ Cost of substitute services

regardless of whether such damages were foreseeable or whether such party was advised of the possibility of such damages.

12.4.3 Exceptions: The limitations in Sections 12.4.1 and 12.4.2 shall not apply to:

☐ A party's gross negligence or willful misconduct

☐ A party's indemnification obligations under the Master Agreement

☐ A party's breach of confidentiality obligations

☐ Customer's payment obligations

☐ Infringement of intellectual property rights

12.5 Jury Trial Waiver

TO THE FULLEST EXTENT PERMITTED BY GEORGIA LAW, EACH PARTY HEREBY KNOWINGLY, VOLUNTARILY, AND INTENTIONALLY WAIVES ANY RIGHT IT MAY HAVE TO A TRIAL BY JURY IN RESPECT OF ANY LITIGATION DIRECTLY OR INDIRECTLY ARISING OUT OF, UNDER, OR IN CONNECTION WITH THIS SUPPORT POLICY OR THE SUPPORT SERVICES.

Customer Acknowledgment of Jury Waiver:

Customer Initials: [____] Date: [__/__/____]

Provider Initials: [____] Date: [__/__/____]

12.6 Dispute Resolution

12.6.1 Informal Resolution: Prior to initiating any formal dispute resolution, the parties shall attempt to resolve disputes through good faith negotiation between representatives with authority to settle the matter, for a period of [____] days.

12.6.2 Mediation: If informal negotiation is unsuccessful, either party may initiate non-binding mediation administered by:

☐ [________________________________] (mediator or mediation service)

☐ Location: [________________________________], Georgia

☐ Each party shall bear its own costs; mediation fees split equally

12.6.3 Arbitration (Optional):

☐ Arbitration Elected: If this box is checked, disputes not resolved through mediation shall be resolved by binding arbitration in accordance with the Georgia Arbitration Code, O.C.G.A. § 9-9-2 et seq., and the rules of [________________________________].

☐ Arbitration Not Elected: Disputes not resolved through mediation may proceed to litigation in the courts specified in Section 12.2.

12.6.4 Continued Performance: During any dispute resolution process, both parties shall continue to perform their non-disputed obligations under this Policy.

12.7 Georgia Consumer Protection Compliance

12.7.1 Nothing in this Support Policy shall limit any rights Customer may have under the Georgia Fair Business Practices Act, O.C.G.A. § 10-1-390 et seq., to the extent applicable.

12.7.2 Provider represents that Support Services shall be provided in compliance with applicable Georgia consumer protection laws.

12.8 Data Protection and Breach Notification

12.8.1 Provider shall handle Customer data accessed during Support Services in accordance with:

☐ The data protection provisions of the Master Agreement

☐ Georgia Personal Identity Protection Act, O.C.G.A. § 10-1-910 et seq.

☐ Any applicable Data Processing Addendum

12.8.2 In the event of a data breach affecting Customer data during Support Services:

☐ Provider shall notify Customer within [____] hours of discovery

☐ Provider shall cooperate with Customer's breach response efforts

☐ Provider shall comply with notification requirements under O.C.G.A. § 10-1-912

☐ Provider shall provide reasonable assistance with forensic investigation

12.9 Attorneys' Fees

In any action to enforce this Support Policy, the substantially prevailing party shall be entitled to recover its reasonable attorneys' fees, expert witness fees, and costs of litigation from the other party, to the extent permitted by Georgia law.

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ARTICLE 13: GENERAL PROVISIONS

13.1 Relationship to Master Agreement

13.1.1 This Policy is incorporated into and made part of the Master Agreement between the parties.

13.1.2 In the event of conflict between this Policy and the Master Agreement, the Master Agreement shall control unless this Policy expressly provides otherwise.

13.1.3 Termination of the Master Agreement shall automatically terminate this Policy.

13.2 Policy Modifications

13.2.1 Provider may update this Policy from time to time to reflect changes in services, technology, or business practices.

13.2.2 Material Changes: Provider shall provide at least [____] days' written notice of material changes, including modifications to:

☐ Response Time or Resolution Time commitments

☐ Support Hours or coverage

☐ Severity Level definitions

☐ Support Channel availability

☐ Service Credit provisions

☐ Fee structures

13.2.3 Customer Objection Rights: If Customer objects to material changes, Customer may:

☐ Request negotiation of alternative terms within [____] days of notice

☐ Terminate Support Services upon [____] days' written notice if agreement cannot be reached

13.2.4 Non-Material Changes: Non-material changes (clarifications, additions of features, improved service levels) may be made with [____] days' notice.

13.3 Notices

13.3.1 Notices under this Policy shall be in writing and delivered to:

Provider:

Attention: [________________________________]

Address: [________________________________]

Email: [________________________________]

Customer:

Attention: [________________________________]

Address: [________________________________]

Email: [________________________________]

13.3.2 Notices shall be effective upon: (a) personal delivery; (b) one Business Day after overnight courier deposit; (c) three Business Days after mailing by certified mail; or (d) upon email transmission with confirmation of receipt.

13.4 Assignment

13.4.1 Neither party may assign this Policy without the other party's prior written consent, except that either party may assign to a successor in connection with a merger, acquisition, or sale of substantially all assets.

13.4.2 Any attempted assignment in violation of this Section shall be void.

13.4.3 This Policy shall bind and inure to the benefit of permitted assigns.

13.5 Severability

If any provision of this Policy is held invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect, and the invalid provision shall be modified to the minimum extent necessary to make it enforceable while preserving the parties' intent.

13.6 Waiver

Failure to enforce any provision of this Policy shall not constitute a waiver of that provision or any other provision. Any waiver must be in writing and signed by the waiving party.

13.7 Entire Agreement

This Policy, together with the Master Agreement and any schedules or exhibits, constitutes the entire agreement between the parties regarding Support Services and supersedes all prior or contemporaneous agreements, representations, and understandings.

13.8 Survival

The following provisions shall survive termination or expiration of this Policy: Article 1 (Definitions), Article 7 (Service Credits, for claims accrued prior to termination), Article 8 (Exclusions and Limitations), Article 11 (Support Fees, for amounts owed), Article 12 (Georgia-Specific Legal Provisions), and Article 13 (General Provisions).

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ARTICLE 14: SIGNATURES AND EXECUTION

By signing below, the parties acknowledge that they have read, understand, and agree to be bound by this Enterprise Support Policy.

PROVIDER:

Legal Entity Name: [________________________________]

Authorized Representative (Print): [________________________________]

Title: [________________________________]

Signature: [________________________________]

Date: [__/__/____]

Email: [________________________________]

CUSTOMER:

Legal Entity Name: [________________________________]

Authorized Representative (Print): [________________________________]

Title: [________________________________]

Signature: [________________________________]

Date: [__/__/____]

Email: [________________________________]

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SCHEDULE A: COVERED SERVICES

The following products and services are covered under this Enterprise Support Policy:

Product/Service Name	Version(s)	License/Subscription ID	Effective Date
[________________________________]	[________________________________]	[________________________________]	[__/__/____]
[________________________________]	[________________________________]	[________________________________]	[__/__/____]
[________________________________]	[________________________________]	[________________________________]	[__/__/____]
[________________________________]	[________________________________]	[________________________________]	[__/__/____]
[________________________________]	[________________________________]	[________________________________]	[__/__/____]

Additional Coverage Notes:

[________________________________]

[________________________________]

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SCHEDULE B: CUSTOM PRICING (if applicable)

☐ Standard Pricing Applies (Schedule B not required)

☐ Custom Pricing as follows:

Base Support Fee: $[________________________________] per [month/quarter/year]

Additional Terms:

[________________________________]

[________________________________]

[________________________________]

Effective Period: [__/__/____] through [__/__/____]

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SCHEDULE C: DESIGNATED CONTACTS ADDENDUM

Primary Technical Contact:

Field	Information
Full Name	[________________________________]
Title	[________________________________]
Department	[________________________________]
Email	[________________________________]
Phone (Primary)	[________________________________]
Phone (Mobile)	[________________________________]
Time Zone	[________________________________]
Preferred Contact Method	☐ Email ☐ Phone ☐ Portal

Secondary Technical Contact:

Field	Information
Full Name	[________________________________]
Title	[________________________________]
Department	[________________________________]
Email	[________________________________]
Phone (Primary)	[________________________________]
Phone (Mobile)	[________________________________]
Time Zone	[________________________________]
Preferred Contact Method	☐ Email ☐ Phone ☐ Portal

Management/Escalation Contact:

Field	Information
Full Name	[________________________________]
Title	[________________________________]
Department	[________________________________]
Email	[________________________________]
Phone (Primary)	[________________________________]
Phone (Mobile)	[________________________________]

After-Hours Emergency Contact:

Field	Information
Full Name	[________________________________]
Title	[________________________________]
Phone (24/7)	[________________________________]
Alternate Phone	[________________________________]

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This Enterprise Support Policy is effective as of the Effective Date stated above and shall remain in effect for the duration of the Master Agreement unless earlier terminated in accordance with its terms.

Document Control:

• Version: [____]
• Effective Date: [__/__/____]
• Last Reviewed: [__/__/____]
• Next Review: [__/__/____]
• Approved By: [________________________________]