Support Policy (Enterprise SaaS)

ENTERPRISE SUPPORT POLICY

EXHIBIT [X] TO MASTER SAAS AGREEMENT

TABLE OF CONTENTS

1. Overview and Scope
2. Definitions
3. Support Tiers and Entitlements
4. Service Level Commitments
5. Incident Classification and Response Times
6. Support Request Procedures
7. Escalation Procedures
8. Exclusions and Limitations
9. Customer Responsibilities
10. Reporting and Communication
11. Service Credits
12. Maintenance Windows
13. End of Life and Deprecation
14. Amendments and Updates
15. Governing Law and Dispute Resolution
16. Contact Information

1. OVERVIEW AND SCOPE

1.1 Purpose

This Enterprise Support Policy ("Support Policy") describes the technical support services ("Support Services") provided by [PROVIDER NAME] ("Provider") to [CUSTOMER NAME] ("Customer") in connection with the subscription to [SERVICE NAME] (the "Service") under the Master SaaS Agreement dated [DATE] (the "Agreement").

1.2 Incorporation

This Support Policy is incorporated into and made part of the Agreement. In the event of any conflict between this Support Policy and the Agreement, the Agreement shall control unless this Support Policy expressly states otherwise.

1.3 Scope of Support

Support Services include:

• Technical assistance for Service functionality and features
• Troubleshooting of errors, bugs, and performance issues
• Guidance on Service configuration and best practices
• Assistance with integrations supported by Provider
• Access to documentation, knowledge base, and self-service resources

1.4 Effective Period

This Support Policy is effective during the Subscription Term as defined in the Agreement and any renewal periods.

2. DEFINITIONS

For purposes of this Support Policy, the following terms have the meanings set forth below. Capitalized terms not defined herein have the meanings assigned in the Agreement.

"Business Day" means Monday through Friday, excluding Massachusetts state holidays and federal holidays observed by Provider.

"Business Hours" means 9:00 AM to 6:00 PM Eastern Time on Business Days, unless otherwise specified in the applicable Support Tier.

"Incident" means any unplanned interruption to, or reduction in quality of, the Service reported by Customer or detected by Provider.

"Initial Response" means Provider's first substantive communication acknowledging an Incident and providing initial assessment, troubleshooting steps, or status update.

"Named Contact" means a Customer employee or authorized representative designated to submit Support Requests and communicate with Provider support personnel.

"Resolution" means the restoration of Service functionality to a level consistent with the applicable service level or the provision of a reasonable workaround acceptable to Customer.

"Resolution Time" means the elapsed time from Initial Response to Resolution, excluding time waiting for Customer response or action.

"Severity Level" means the classification of an Incident based on its impact, as defined in Section 5.

"Support Request" means a Customer's formal request for assistance submitted through authorized channels as described in Section 6.

"Support Tier" means the level of Support Services to which Customer is entitled based on the subscription level or separate support agreement.

"Uptime" means the percentage of time the Service is available and operational during a calendar month, calculated as set forth in Section 4.

3. SUPPORT TIERS AND ENTITLEMENTS

3.1 Support Tier Overview

3.2 Customer's Support Tier

Customer is entitled to [STANDARD / PREMIUM / ENTERPRISE] Support as specified in the Agreement or applicable Order Form.

3.3 Support Tier Upgrades

Customer may upgrade Support Tier at any time by executing an amendment to the Agreement. Upgrades are effective upon payment of applicable fees. Downgrades are effective at the next renewal period.

3.4 Named Contacts

(a) Customer shall designate Named Contacts who are authorized to submit Support Requests on Customer's behalf.
(b) Named Contacts must have sufficient technical knowledge to communicate effectively with Provider support personnel.
(c) Customer may change Named Contacts by providing written notice to Provider; changes are effective within two (2) Business Days.

4. SERVICE LEVEL COMMITMENTS

4.1 Uptime Commitment

Provider commits to maintaining Service availability ("Uptime") at the percentage specified for Customer's Support Tier during each calendar month.

4.2 Uptime Calculation

Uptime is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

4.3 Exclusions from Downtime

The following are excluded from Downtime calculations:
(a) Scheduled Maintenance performed during Maintenance Windows (Section 12);
(b) Emergency Maintenance with reasonable advance notice;
(c) Downtime caused by factors outside Provider's reasonable control, including:

• Internet connectivity issues beyond Provider's network
• Customer's equipment, software, or network failures
• Customer's acts or omissions, including misconfiguration
• Third-party services not under Provider's control
• Force majeure events
  (d) Downtime during which Customer did not have an active subscription;
  (e) Downtime resulting from Customer's failure to implement required updates or patches within a reasonable timeframe.

4.4 Uptime Monitoring

Provider monitors Service availability using industry-standard monitoring tools. Uptime data is available to Customer upon request.

4.5 Planned Downtime Notification

Provider shall provide at least [72] hours' advance notice for planned maintenance that may affect Service availability, except for Emergency Maintenance.

5. INCIDENT CLASSIFICATION AND RESPONSE TIMES

5.1 Severity Level Definitions

5.2 Response Time Commitments

5.3 Target Resolution Times

Provider shall use commercially reasonable efforts to resolve Incidents within the following target timeframes:

Note: Resolution times are targets, not commitments. Complex issues may require additional time.

5.4 Severity Classification

(a) Customer may propose an initial Severity Level when submitting a Support Request.
(b) Provider reserves the right to reclassify Severity Levels based on actual impact assessment.
(c) Customer may request escalation of Severity Level through the escalation procedures in Section 7.

5.5 Continuous Effort

For Critical (S1) Incidents, Provider shall assign dedicated resources and maintain continuous effort until Resolution or acceptable workaround is achieved, subject to reasonable breaks.

6. SUPPORT REQUEST PROCEDURES

6.1 Authorized Channels

Support Requests must be submitted through one of the following authorized channels:

6.2 Required Information

To ensure efficient handling, Support Requests should include:
(a) Customer name and account identifier
(b) Named Contact name and contact information
(c) Proposed Severity Level with business impact justification
(d) Detailed description of the issue, including:

• Steps to reproduce (if applicable)
• Error messages or screenshots
• Affected users, features, or workflows
• Time of occurrence and frequency
  (e) Environment details (browser, operating system, etc.)
  (f) Any troubleshooting steps already attempted

6.3 Ticket Assignment

Upon receipt of a valid Support Request, Provider shall:
(a) Generate a unique ticket number for tracking;
(b) Confirm receipt to the submitting Named Contact;
(c) Assign the ticket to appropriate support personnel;
(d) Provide Initial Response within the applicable timeframe.

6.4 Status Updates

Provider shall provide regular status updates for open tickets:

• Critical (S1): Every 30 minutes until stabilized, then hourly
• High (S2): Every 2 hours during Business Hours
• Medium (S3): Every Business Day
• Low (S4): Upon significant progress or as requested

6.5 Ticket Closure

(a) Provider will notify Customer when an Incident is believed to be resolved.
(b) Customer shall confirm Resolution within [5] Business Days; failure to respond constitutes acceptance.
(c) Tickets may be reopened within [10] Business Days if the same issue recurs.

7. ESCALATION PROCEDURES

7.1 Customer-Initiated Escalation

Customer may escalate a Support Request if:
(a) Response or Resolution times are not being met;
(b) Customer disagrees with Severity classification;
(c) Customer is dissatisfied with the progress or quality of support.

7.2 Escalation Path

7.3 Escalation Contact Information

• Support Manager: [NAME], [EMAIL], [PHONE]
• Director of Support: [NAME], [EMAIL], [PHONE]
• VP Customer Success: [NAME], [EMAIL], [PHONE]
• Emergency Hotline (Enterprise only): [PHONE]

7.4 Automatic Escalation

Provider shall automatically escalate tickets that exceed SLA commitments by the following thresholds:

• Critical (S1): 50% of response time exceeded
• High (S2): 100% of response time exceeded
• Medium/Low: 150% of response time exceeded

8. EXCLUSIONS AND LIMITATIONS

8.1 Out-of-Scope Items

The following are not included in Support Services:
(a) Support for third-party software, hardware, or services not provided by Provider;
(b) Custom development, coding, or scripting beyond supported integrations;
(c) Issues caused by Customer's modification of the Service without Provider authorization;
(d) Issues arising from Customer's use of unsupported browsers, devices, or operating systems;
(e) Training beyond included credits (additional training available for purchase);
(f) Data migration or conversion services (available as separate engagement);
(g) On-site support (remote support only; on-site available for additional fee);
(h) Issues arising from Customer's failure to maintain minimum system requirements;
(i) Support for versions of the Service that have reached End of Life.

8.2 Unsupported Configurations

Provider is not obligated to provide support for:
(a) Beta, preview, or experimental features unless explicitly included;
(b) Deprecated features past their announced sunset date;
(c) Integrations with third-party applications not certified by Provider;
(d) Customer-developed customizations or extensions.

8.3 Abuse of Support

Provider reserves the right to limit Support Services if Customer engages in:
(a) Submitting excessive Support Requests that are not legitimate Incidents;
(b) Misrepresenting Severity Levels to obtain faster response;
(c) Harassing or abusive behavior toward support personnel;
(d) Using Support Services for purposes other than resolving Service issues.

9. CUSTOMER RESPONSIBILITIES

9.1 General Responsibilities

Customer shall:
(a) Designate and maintain qualified Named Contacts;
(b) Ensure Named Contacts have appropriate technical knowledge;
(c) Provide timely and accurate information when submitting Support Requests;
(d) Respond promptly to Provider requests for information or access;
(e) Implement reasonable troubleshooting steps before submitting requests;
(f) Maintain current contact information in the support portal;
(g) Comply with Provider's reasonable security requirements.

9.2 Technical Requirements

Customer shall:
(a) Maintain systems that meet Provider's published minimum requirements;
(b) Keep browsers and operating systems updated to supported versions;
(c) Implement updates, patches, and fixes recommended by Provider in a timely manner;
(d) Maintain appropriate backup and disaster recovery procedures for Customer data.

9.3 Cooperation

Customer shall cooperate with Provider's support efforts, including:
(a) Providing remote access to systems when necessary and appropriate;
(b) Making personnel available for troubleshooting sessions;
(c) Testing proposed solutions and providing feedback;
(d) Implementing workarounds when provided.

9.4 Impact of Non-Compliance

Provider's support obligations may be reduced or suspended if Customer fails to meet its responsibilities under this Section 9, to the extent such failure contributes to or exacerbates the Incident.

10. REPORTING AND COMMUNICATION

10.1 Monthly Support Reports

Provider shall provide Customer with monthly reports including:
(a) Summary of Support Requests submitted and resolved;
(b) Incidents by Severity Level;
(c) Average response and resolution times;
(d) Uptime and availability metrics;
(e) Open ticket status and aging.

10.2 Quarterly Business Reviews (Premium and Enterprise)

Provider shall conduct quarterly reviews covering:
(a) Support metrics and trends;
(b) Service performance and reliability;
(c) Upcoming features and roadmap preview;
(d) Customer feedback and improvement opportunities;
(e) Training and adoption recommendations.

10.3 Incident Notifications

Provider shall notify Customer of:
(a) Planned Maintenance: 72+ hours advance notice via email and status page
(b) Emergency Maintenance: As soon as practicable, typically within 1 hour
(c) Service Incidents: Real-time updates via status page; email for Critical incidents

10.4 Status Page

Provider maintains a public status page at [STATUS PAGE URL] displaying:

• Current Service status
• Scheduled maintenance windows
• Incident history and post-mortems
• Uptime metrics

11. SERVICE CREDITS

11.1 Service Credit Eligibility

If Provider fails to meet the Uptime commitment for Customer's Support Tier, Customer may be eligible for Service Credits as set forth below.

11.2 Service Credit Schedule

11.3 Credit Request Procedure

(a) Customer must request Service Credits within [30] days after the end of the affected month.
(b) Requests must be submitted in writing to [[email protected]] and include:

• Customer account information
• Affected month(s)
• Description of the Downtime event(s)
• Supporting documentation (if available)
  (c) Provider shall respond to credit requests within [15] Business Days.

11.4 Credit Application

(a) Approved Service Credits will be applied to Customer's next invoice.
(b) Service Credits are non-refundable and non-transferable.
(c) Maximum Service Credits in any month shall not exceed 100% of that month's fees.

11.5 Sole Remedy

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

12. MAINTENANCE WINDOWS

12.1 Scheduled Maintenance Windows

Provider's standard Maintenance Windows are:

• Primary: Sundays, 2:00 AM - 6:00 AM Eastern Time
• Secondary: Wednesdays, 2:00 AM - 4:00 AM Eastern Time

12.2 Maintenance Notification

Provider shall provide advance notice of scheduled maintenance:

• Standard Maintenance: 72 hours advance notice
• Major Maintenance: 7 days advance notice
• Emergency Maintenance: As soon as practicable

12.3 Maintenance Communication

Maintenance notifications will include:
(a) Date and time (with timezone);
(b) Expected duration;
(c) Affected services or features;
(d) Expected impact on users;
(e) Any required customer action.

12.4 Emergency Maintenance

Provider may perform emergency maintenance outside standard windows when necessary to:
(a) Address critical security vulnerabilities;
(b) Prevent imminent service degradation;
(c) Comply with legal or regulatory requirements.

13. END OF LIFE AND DEPRECATION

13.1 Feature Deprecation Notice

Provider shall provide at least [12] months' notice before discontinuing support for:
(a) Major features or functionality;
(b) Integrations with third-party services;
(c) API versions.

13.2 Version Support

Provider shall support each major version of the Service for at least [24] months following general availability of the subsequent major version.

13.3 Migration Assistance

For deprecated features, Provider shall provide:
(a) Documentation for migration to replacement functionality;
(b) Reasonable support for migration planning;
(c) Extended support options (at additional cost) if requested.

14. AMENDMENTS AND UPDATES

14.1 Policy Updates

Provider may update this Support Policy from time to time. Material changes that reduce Customer's support entitlements require:
(a) 60 days' advance written notice; and
(b) Customer's consent (which shall not be unreasonably withheld for non-material changes).

14.2 SLA Improvements

Provider may improve SLA commitments or support entitlements at any time without notice.

14.3 Current Version

The current version of this Support Policy is available at [SUPPORT POLICY URL].

15. GOVERNING LAW AND DISPUTE RESOLUTION

15.1 Governing Law

This Support Policy shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts, without regard to its conflict of laws principles.

15.2 Forum Selection

Any dispute arising under this Support Policy shall be resolved in the state or federal courts located in Suffolk County (Boston), Massachusetts, and each party irrevocably submits to the exclusive jurisdiction of such courts.

15.3 Jury Trial Waiver

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

15.4 Informal Resolution

Before initiating any legal action, the parties shall attempt in good faith to resolve disputes through escalation to executive management as described in Section 7.

16. CONTACT INFORMATION

16.1 Support Contacts

16.2 Provider Address

[PROVIDER LEGAL NAME]
[Street Address]
[City], Massachusetts [ZIP]
Attn: Customer Support

16.3 Customer Success Manager (Enterprise)

For Enterprise tier customers, your dedicated Customer Success Manager is:
Name: [CSM NAME]
Email: [CSM EMAIL]
Phone: [CSM PHONE]

EXECUTION

This Support Policy is incorporated into the Agreement by reference and does not require separate execution. Customer's continued use of the Service constitutes acceptance of this Support Policy.

Effective Date: [DATE]

Version: [VERSION NUMBER]