ENTERPRISE SUPPORT POLICY

(Iowa Law)

[// GUIDANCE: This Support Policy is designed as an exhibit to a Master SaaS Agreement or Subscription Agreement. It defines the support services, SLAs, and response times the Provider commits to deliver. Ensure alignment with the commercial terms in the master agreement.]

TABLE OF CONTENTS

1. Document Header and Definitions
2. Support Services Overview
3. Support Tiers and Entitlements
4. Service Level Agreements (SLAs)
5. Issue Classification and Response Times
6. Escalation Procedures
7. Maintenance Windows and Scheduled Downtime
8. Customer Responsibilities
9. Exclusions and Limitations
10. Remedies and Service Credits
11. General Terms
12. Execution and Acknowledgment

1. DOCUMENT HEADER AND DEFINITIONS

1.1 Parties

This Enterprise Support Policy ("Support Policy" or "Policy") is entered into as of [EFFECTIVE DATE] and is incorporated by reference into the Master SaaS Agreement (the "Agreement") between:

PROVIDER: [PROVIDER LEGAL NAME], a [STATE] [ENTITY TYPE] ("Provider")

CUSTOMER: [CUSTOMER LEGAL NAME], a [STATE] [ENTITY TYPE] ("Customer")

1.2 Definitions

"Authorized Users" – Customer's employees, contractors, and agents authorized to access the Service under the Agreement.

"Business Hours" – Monday through Friday, [8:00 AM to 6:00 PM] Central Time, excluding Iowa state holidays and federal holidays.

"Critical Issue" – A Severity 1 issue as defined in Section 5.

"Customer Success Manager" – The Provider representative assigned to Customer's account for strategic support and relationship management.

"Downtime" – Any period during which the Service is unavailable or materially degraded, excluding Scheduled Maintenance and Force Majeure events.

"First Response Time" – The elapsed time between Customer's submission of a support request and Provider's initial acknowledgment.

"Resolution Time" – The elapsed time between Customer's submission of a support request and Provider's delivery of a fix, workaround, or resolution.

"Scheduled Maintenance" – Planned maintenance windows communicated in advance per Section 7.

"Service" – The software-as-a-service platform provided under the Agreement.

"Service Level Agreement" or "SLA" – The performance commitments set forth in Section 4.

"Support Portal" – Provider's online support system at [URL] for submitting and tracking support requests.

"Support Request" or "Ticket" – A formal request for technical assistance submitted through authorized channels.

"Uptime" – The percentage of time the Service is available, calculated as: ((Total Minutes in Month – Downtime Minutes) / Total Minutes in Month) × 100.

2. SUPPORT SERVICES OVERVIEW

2.1 Scope of Support

Provider shall provide the following support services to Customer:

2.2 Support Channels

Contact Information:
- Support Portal: [URL]
- Email: [[email protected]]
- Phone: [1-800-XXX-XXXX]
- Emergency Hotline (Severity 1): [1-800-XXX-XXXX]

3. SUPPORT TIERS AND ENTITLEMENTS

3.1 Support Tier Comparison

3.2 Customer's Support Tier

☐ Standard Support
☐ Premium Support
☐ Enterprise Support

Selected Tier: [TIER NAME]

[// GUIDANCE: Check the applicable box and specify the tier. Ensure pricing in the Agreement reflects the selected tier.]

4. SERVICE LEVEL AGREEMENTS (SLAs)

4.1 Uptime Commitment

Provider commits to the following monthly Uptime percentages:

Customer's Uptime SLA: [XX.XX]%

4.2 Uptime Calculation

• Measurement Period: Calendar month
• Measurement Method: Provider's monitoring systems
• Exclusions from Downtime:
• Scheduled Maintenance (per Section 7)
• Customer-caused issues (misconfiguration, unauthorized modifications)
• Third-party service outages outside Provider's control
• Force Majeure events
• Connectivity issues on Customer's network
• Features designated as "Beta" or "Preview"

4.3 Uptime Reporting

Provider shall make uptime statistics available via:
- Real-time status page at [status.provider.com]
- Monthly uptime reports delivered within [5] Business Days after month-end
- Annual uptime summary in Quarterly Business Reviews

5. ISSUE CLASSIFICATION AND RESPONSE TIMES

5.1 Severity Definitions

5.2 Response Time Commitments

5.3 Resolution Time Targets

[// GUIDANCE: Resolution times are targets, not guarantees. Service credits are typically tied to response time SLAs, not resolution times.]

5.4 Severity Classification Authority

• Customer may propose initial severity classification
• Provider may reclassify after initial assessment with documented justification
• Disputes over classification shall be escalated per Section 6

6. ESCALATION PROCEDURES

6.1 Internal Escalation Matrix

6.2 Customer Escalation Contacts

Customer may initiate escalation by contacting:

6.3 Escalation Best Practices

• Always reference the Ticket number when escalating
• Provide business impact context and urgency justification
• Include relevant stakeholders on communications
• Document all escalation interactions in the Support Portal

7. MAINTENANCE WINDOWS AND SCHEDULED DOWNTIME

7.1 Scheduled Maintenance

Standard Maintenance Window: [Sundays, 2:00 AM – 6:00 AM Central Time]

• Provider shall provide [72] hours' advance notice for standard maintenance
• Maintenance during this window does not count toward Downtime

7.2 Emergency Maintenance

Provider may perform emergency maintenance without advance notice when necessary to:
- Address security vulnerabilities
- Prevent imminent service degradation
- Comply with legal or regulatory requirements

Provider shall notify Customer as soon as reasonably practicable and provide a post-incident summary within [24] hours.

7.3 Major Upgrades

For major version upgrades or significant infrastructure changes:
- [14] days' advance notice minimum
- Release notes and migration documentation provided
- Optional sandbox/staging environment access for testing
- Rollback plan documented and available upon request

8. CUSTOMER RESPONSIBILITIES

8.1 Support Request Requirements

Customer shall:
- Submit all support requests through the Support Portal (required for SLA tracking)
- Provide complete information including: error messages, screenshots, steps to reproduce, affected users, business impact
- Designate [2-5] authorized support contacts ("Named Contacts")
- Respond to Provider requests for additional information within [1] Business Day

8.2 Named Support Contacts

8.3 Environment Requirements

Customer shall:
- Maintain supported browser versions and operating systems
- Ensure adequate internet connectivity
- Apply Customer-side updates and patches as recommended
- Maintain accurate user and configuration data

8.4 Security Cooperation

Customer shall:
- Promptly report suspected security incidents
- Cooperate with security investigations
- Maintain confidentiality of access credentials
- Follow Provider's security guidelines and recommendations

9. EXCLUSIONS AND LIMITATIONS

9.1 Excluded from Support

The following are not covered under this Support Policy:

• Issues caused by Customer's modification of the Service (unless authorized in writing)
• Issues arising from Customer's use of unsupported browsers, devices, or integrations
• Third-party software, hardware, or services not provided by Provider
• Customer's failure to implement recommended updates or configurations
• Issues arising from Customer's violation of the Agreement or Acceptable Use Policy
• Training on basic functionality (unless included in support tier)
• Custom development, integrations, or consulting services (separate engagement required)
• Data recovery due to Customer-caused deletion (unless backup services are included)

9.2 Out-of-Scope Requests

Requests outside the scope of this Policy may be addressed through:
- Professional Services engagement (separate SOW and fees)
- Training services
- Consulting services
- Custom development agreements

Provider will notify Customer when a request is out of scope and provide options for engagement.

10. REMEDIES AND SERVICE CREDITS

10.1 Service Credit Eligibility

If Provider fails to meet the Uptime SLA in any calendar month, Customer is entitled to Service Credits as follows:

10.2 Service Credit Request Process

1. Customer must submit a Service Credit request within [30] days after the end of the affected month
2. Request must include: dates and times of Downtime, Ticket numbers, business impact
3. Provider will validate the claim within [15] Business Days
4. Approved credits will be applied to the next invoice (or refunded if no renewal)

10.3 Service Credit Limitations

• Maximum Service Credits per month: [100]% of monthly fees for the affected Service
• Service Credits are Customer's sole and exclusive remedy for Uptime SLA failures
• Service Credits do not apply to free tiers, trials, or beta features
• Service Credits are not transferable and have no cash value except upon termination

10.4 Termination for Chronic Failure

If Provider fails to meet the Uptime SLA for [3] consecutive months or [4] months in any [12]-month period, Customer may terminate the affected Services upon [30] days' written notice and receive a pro-rata refund of prepaid fees.

11. GENERAL TERMS

11.1 Governing Law and Venue

This Support Policy shall be governed by and construed in accordance with the laws of the State of Iowa, without regard to conflict of laws principles. Exclusive venue for any dispute shall be the state or federal courts located in Polk County (Des Moines), Iowa.

11.2 Jury Waiver

TO THE FULLEST EXTENT PERMITTED BY IOWA LAW, EACH PARTY HEREBY WAIVES ANY RIGHT TO TRIAL BY JURY IN ANY ACTION ARISING OUT OF OR RELATING TO THIS SUPPORT POLICY OR THE AGREEMENT.

Party Initials: Customer _______ Provider _______

11.3 Electronic Signatures

This Support Policy may be executed electronically in accordance with the Iowa Uniform Electronic Transactions Act (Iowa Code § 554D.101 et seq.).

11.4 Data Breach Notification

In the event of a security breach involving Customer's data, Provider shall comply with Iowa's data breach notification requirements under Iowa Code § 715C.1 et seq. and notify Customer within [48] hours of discovery.

11.5 Trade Secret Protection

Any trade secrets or confidential business information disclosed in connection with this Support Policy shall be protected in accordance with the Iowa Trade Secrets Act (Iowa Code § 550.1 et seq.).

11.6 Modifications

Provider may update this Support Policy upon [30] days' written notice. Material changes reducing support levels require Customer's consent for existing subscriptions.

11.7 Relationship to Agreement

This Support Policy is incorporated into and subject to the terms of the Agreement. In the event of conflict, the Agreement controls unless this Policy expressly states otherwise.

11.8 Entire Support Agreement

This Support Policy, together with the Agreement and any applicable Order Forms, constitutes the entire agreement regarding support services.

12. EXECUTION AND ACKNOWLEDGMENT

By signing below, the Parties acknowledge receipt and acceptance of this Enterprise Support Policy.

JURY WAIVER ACKNOWLEDGMENT:

| Customer Initials: _______ | Provider Initials: _______ |

EXHIBIT A – NAMED SUPPORT CONTACTS

EXHIBIT B – SUPPORTED ENVIRONMENTS

Browsers

• Google Chrome (latest 2 major versions)
• Mozilla Firefox (latest 2 major versions)
• Microsoft Edge (Chromium-based, latest 2 major versions)
• Safari (latest 2 major versions)

Operating Systems

• Windows 10/11
• macOS 12+
• iOS 15+
• Android 12+

Integrations

• [LIST SUPPORTED INTEGRATIONS]

EXHIBIT C – HOLIDAY SCHEDULE

The following holidays are excluded from Business Hours calculations:

• New Year's Day
• Martin Luther King Jr. Day
• Presidents' Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

END OF SUPPORT POLICY