ENTERPRISE SAAS SUPPORT POLICY

EXHIBIT __ TO MASTER SAAS AGREEMENT

Provider: [PROVIDER LEGAL NAME]
Customer: [CUSTOMER LEGAL NAME]
Effective Date: [__/__/____]
Agreement Reference: [MASTER AGREEMENT NUMBER]
Support Tier Selected: [BASIC / STANDARD / PREMIUM / ENTERPRISE]

1. PURPOSE AND OVERVIEW

1.1 Purpose

This Enterprise SaaS Support Policy ("Support Policy" or "Policy") establishes the support services, service level agreements, escalation procedures, and remedies available to Customer under the Master SaaS Agreement ("Master Agreement") between Provider and Customer. This Policy is incorporated by reference into and forms an integral part of the Master Agreement.

1.2 Scope

This Support Policy governs all technical support, incident management, maintenance, and related services provided by Provider in connection with the software-as-a-service platform identified in the Master Agreement ("SaaS Platform" or "Service"). This Policy applies to the production environment of the Service and does not cover staging, development, or sandbox environments unless expressly stated.

1.3 Relationship to Master Agreement

In the event of a conflict between this Support Policy and the Master Agreement, the Master Agreement shall control unless this Policy expressly states that a specific provision supersedes the Master Agreement. Capitalized terms used but not defined herein shall have the meanings set forth in the Master Agreement.

1.4 Maine Governing Provision

This Support Policy shall be governed by and construed in accordance with the laws of the State of Maine, including the Maine Unfair Trade Practices Act (5 M.R.S. §§ 205-A through 214) and the Uniform Commercial Code as adopted in Maine (11 M.R.S.), without regard to conflict of law principles.

2. DEFINITIONS

For purposes of this Support Policy, the following terms have the meanings set forth below:

"Authorized Contact" means an individual designated by Customer who is authorized to submit support requests and communicate with Provider's support team. The number of Authorized Contacts is determined by the applicable Support Tier.

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

"Business Hours" means the hours during which support is available for the applicable Support Tier, as set forth in Section 6.

"Downtime" means any period during which the Service is unavailable or materially inoperable for Customer's authorized users, excluding Scheduled Maintenance, Force Majeure events, and downtime attributable to Customer's systems or acts.

"Error" means any reproducible failure of the Service to perform materially in accordance with the Documentation.

"Escalation" means the process of elevating an Incident to a higher level of technical expertise or management authority in accordance with Section 7.

"First Response Time" means the elapsed time between Provider's receipt of a properly submitted support request and Provider's initial substantive communication to Customer acknowledging the Incident and providing a preliminary assessment.

"Fix" means a modification, patch, workaround, or update to the Service that resolves or mitigates an Error.

"Incident" means any unplanned interruption to, or reduction in quality of, the Service reported by Customer through an authorized support channel.

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

"Resolution Time" means the elapsed time between Provider's receipt of a properly submitted support request and the time at which Provider delivers a Fix or workaround that restores the Service to material conformance with the Documentation.

"Scheduled Maintenance" means planned maintenance performed by Provider in accordance with Section 8.

"Severity Level" means the classification assigned to an Incident based on its impact on Customer's operations, as defined in Section 5.

"SLA Credit" means a service credit issued to Customer in accordance with Section 11 when Provider fails to meet the applicable service level commitment.

"Support Request" means a communication from an Authorized Contact to Provider requesting technical assistance, reporting an Incident, or seeking information about the Service.

"Update" means a release of the Service that includes bug fixes, security patches, or minor enhancements provided at no additional charge.

"Upgrade" means a release of the Service that includes significant new features or functionality that may be subject to additional fees.

"Workaround" means a temporary solution that mitigates the impact of an Error without fully resolving the underlying cause.

3. SUPPORT TIER DEFINITIONS

3.1 Overview of Tiers

Provider offers four (4) tiers of support. Customer's selected tier is identified on the first page of this Policy and in the Master Agreement. The features and commitments of each tier are set forth below.

3.2 Tier Comparison Table

3.3 Tier Descriptions

Basic Tier. Email-based support during standard business hours (Monday through Friday, 8:00 AM to 5:00 PM ET). Suitable for non-critical deployments where extended response times are acceptable.

Standard Tier. Email and telephone support during extended business hours (Monday through Friday, 7:00 AM to 7:00 PM ET). Includes monthly uptime reporting and root cause analysis for Severity 1 Incidents.

Premium Tier. Multi-channel support including email, telephone, and live chat, available seven days per week during extended hours (7:00 AM to 7:00 PM ET). Includes a dedicated account manager, custom escalation paths, and quarterly business reviews.

Enterprise Tier. Full 24×7×365 support with a dedicated support engineer and all available channels. Includes all Premium features plus priority routing, unlimited Authorized Contacts, and root cause analysis for all severity levels.

4. SERVICE LEVEL AGREEMENTS (SLA)

4.1 Uptime Commitments

Provider commits to maintaining the following Monthly Uptime Percentages based on Customer's selected Support Tier:

4.2 Response Time SLAs

4.3 Resolution Time Targets

Note: Resolution Time Targets are commercially reasonable objectives and not guaranteed commitments. SLA Credits are based on First Response Time and Uptime commitments only, unless the Enterprise Tier is selected.

4.4 Escalation Timelines

4.5 Measurement and Monitoring

Provider shall measure and calculate Monthly Uptime Percentage using automated monitoring systems. Uptime calculations shall exclude: (a) Scheduled Maintenance windows; (b) Force Majeure events; (c) failures caused by Customer's equipment, software, or network; and (d) periods during which Customer has been advised of a required configuration change but has not implemented it.

5. INCIDENT SEVERITY CLASSIFICATION

5.1 Severity Level Definitions

5.2 Severity Classification Procedures

(a) Customer shall propose an initial Severity Level when submitting a Support Request. Provider reserves the right to reclassify the Severity Level based on Provider's technical assessment, provided that Provider shall notify Customer and provide a written explanation for any reclassification.

(b) If Customer disagrees with a reclassification, Customer may invoke the escalation procedures in Section 7 to seek review of the classification by Provider management.

(c) Provider may downgrade a Severity Level when: (i) a workaround has been provided that materially mitigates the impact; (ii) the Incident affects only non-production environments; or (iii) the underlying cause is identified as outside Provider's scope of responsibility.

(d) Customer may request an upgrade in Severity Level at any time by contacting Provider and providing justification for the higher classification.

5.3 Multiple Incident Handling

When multiple Incidents are reported simultaneously, Provider shall prioritize Incidents based on Severity Level (highest severity first). Within the same Severity Level, Provider shall prioritize based on the order in which Incidents were received.

6. SUPPORT CHANNELS AND HOURS

6.1 Contact Methods

6.2 Hours of Coverage by Tier

6.3 Holiday Schedule

Provider observes the following holidays, during which support availability may be reduced or unavailable for Basic and Standard tiers:

☐ New Year's Day
☐ Martin Luther King Jr. Day
☐ Presidents' Day
☐ Patriots' Day (third Monday in April — Maine state holiday)
☐ Memorial Day
☐ Juneteenth
☐ Independence Day
☐ Labor Day
☐ Indigenous Peoples' Day (second Monday in October)
☐ Veterans Day
☐ Thanksgiving Day
☐ Day After Thanksgiving
☐ Christmas Day

Premium tier customers receive limited support on holidays (email and portal only, with next-Business-Day response). Enterprise tier customers receive full 24×7 support on all holidays without interruption.

6.4 Support Request Submission Requirements

Each Support Request must include:

☐ Customer name and account number
☐ Authorized Contact name and contact information
☐ Description of the Incident or issue
☐ Proposed Severity Level
☐ Steps to reproduce the issue (if applicable)
☐ Screenshots, log files, or other supporting documentation
☐ Business impact assessment
☐ Environment information (browser, operating system, etc.)

7. ESCALATION PROCEDURES

7.1 Escalation Tier Structure

7.2 Automatic Escalation

Incidents are automatically escalated to the next tier when the current tier's resolution target is exceeded without resolution or substantive progress. Auto-escalation timelines are set forth in Section 4.4.

7.3 Customer-Initiated Escalation

Customer may request escalation at any time by:

(a) Contacting the assigned support representative and requesting escalation, providing justification;

(b) Emailing [ESCALATION EMAIL ADDRESS] with the Incident ticket number and reason for escalation;

(c) For Premium and Enterprise tier customers, contacting the dedicated Account Manager directly; or

(d) For Enterprise tier customers, utilizing the dedicated Slack/Teams channel or emergency hotline.

7.4 Escalation Contacts

7.5 Escalation Communication

Upon escalation, Provider shall:

☐ Notify Customer of the escalation within thirty (30) minutes
☐ Provide the name and contact information of the new point of contact
☐ Deliver a written summary of all actions taken to date
☐ Establish an updated communication schedule based on the Severity Level
☐ For Severity 1 Incidents: provide status updates every thirty (30) minutes until resolution

8. MAINTENANCE WINDOWS

8.1 Scheduled Maintenance

(a) Provider shall perform Scheduled Maintenance during the following standard maintenance window: [DAY OF WEEK], [TIME RANGE] Eastern Time.

(b) Provider shall provide Customer with at least seventy-two (72) hours' advance written notice of Scheduled Maintenance that may impact Service availability.

(c) Provider shall use commercially reasonable efforts to limit Scheduled Maintenance to no more than four (4) hours per calendar month.

(d) Scheduled Maintenance shall not be included in Downtime calculations for purposes of the Monthly Uptime Percentage.

8.2 Emergency Maintenance

(a) Provider may perform emergency maintenance at any time when necessary to address critical security vulnerabilities, data integrity risks, or imminent service failures.

(b) Provider shall provide Customer with as much advance notice as is reasonably practicable, but in no event less than one (1) hour, except where an imminent security threat requires immediate action.

(c) Emergency maintenance exceeding thirty (30) minutes in any calendar month shall be included in Downtime calculations for purposes of the Monthly Uptime Percentage.

8.3 Maintenance Notifications

Provider shall deliver maintenance notifications via:

☐ Email to all Authorized Contacts
☐ In-application banner or notification
☐ Status page update at [STATUS PAGE URL]
☐ For Enterprise tier: direct communication via dedicated channel

8.4 Maintenance Reporting

Following any Scheduled Maintenance or emergency maintenance event, Provider shall make available a summary report describing:

☐ Duration of the maintenance window
☐ Nature of the work performed
☐ Any impact to Service availability or performance
☐ Any known issues resulting from the maintenance
☐ Anticipated follow-up actions, if any

9. CUSTOMER RESPONSIBILITIES

9.1 Authorized Contacts

(a) Customer shall designate the number of Authorized Contacts permitted under the selected Support Tier and provide their names, titles, email addresses, and telephone numbers to Provider.

(b) Customer shall ensure that Authorized Contacts are knowledgeable about Customer's use of the Service and have sufficient technical competence to communicate effectively with Provider's support team.

(c) Customer shall notify Provider within five (5) Business Days of any changes to Authorized Contact designations.

9.2 System and Environment Requirements

Customer shall:

☐ Maintain all systems that interface with the Service in accordance with Provider's published minimum requirements
☐ Keep all Customer-side software, browsers, and operating systems updated to supported versions
☐ Maintain adequate internet connectivity and bandwidth as specified in the Documentation
☐ Implement and maintain reasonable security measures on Customer's systems

9.3 Cooperation and Information Sharing

Customer shall:

☐ Provide timely and accurate information as reasonably requested by Provider to diagnose and resolve Incidents
☐ Make Authorized Contacts reasonably available for troubleshooting sessions
☐ Implement Fixes, patches, and workarounds recommended by Provider in a timely manner
☐ Provide remote access to Customer's environment when reasonably necessary and mutually agreed upon
☐ Test and validate Fixes in Customer's environment and provide feedback to Provider

9.4 Data and Backup

Customer shall:

☐ Maintain independent backups of Customer Data in accordance with Customer's data retention policies
☐ Not rely exclusively on Provider for data backup or disaster recovery unless such services are expressly included in the Master Agreement
☐ Promptly report any suspected data loss or corruption

10. EXCLUSIONS AND LIMITATIONS

10.1 Excluded Services

This Support Policy does not cover:

(a) Custom Development. Support for custom code, integrations, scripts, or modifications developed by Customer or third parties, unless such customizations were developed by Provider under a separate statement of work.

(b) Third-Party Products. Issues arising from third-party software, hardware, services, or integrations not provided or certified by Provider.

(c) Customer-Caused Issues. Problems resulting from Customer's misuse, misconfiguration, unauthorized modification, or operation of the Service in a manner inconsistent with the Documentation.

(d) Unsupported Versions. Support for versions of the Service that have reached end-of-life or are no longer supported, as identified in Provider's version support schedule.

(e) Training. General training or onboarding services, which are available under separate agreement.

(f) Data Migration. Data migration or conversion services unless included in the Master Agreement.

(g) Force Majeure. Issues resulting from events beyond Provider's reasonable control, including natural disasters, acts of government, pandemics, cyberattacks of unprecedented scope, or other Force Majeure events as defined in the Master Agreement.

10.2 Connectivity and Infrastructure Exclusions

Provider shall not be responsible for Downtime or performance degradation attributable to:

☐ Internet service provider outages or disruptions
☐ Customer's local area network or wide area network failures
☐ DNS failures outside Provider's control
☐ Distributed denial-of-service attacks targeting Customer's infrastructure
☐ Customer's failure to meet minimum system requirements

10.3 Limitation on Remedies

SLA Credits constitute Customer's sole and exclusive remedy for Provider's failure to meet the SLA commitments set forth in this Support Policy, except to the extent that a more favorable remedy is required under the Maine Unfair Trade Practices Act (5 M.R.S. §§ 205-A through 214) or other mandatory provisions of Maine law. Under 5 M.R.S. § 213, consumers who suffer actual loss may bring private actions for damages, injunctive relief, and reasonable attorneys' fees.

11. SLA CREDITS AND REMEDIES

11.1 Credit Eligibility

Customer shall be eligible for SLA Credits when Provider fails to meet (a) the Monthly Uptime Percentage commitment for the applicable Support Tier, or (b) the First Response Time commitment for Severity 1 or Severity 2 Incidents, subject to the terms of this Section 11.

11.2 Uptime SLA Credit Schedule

11.3 Response Time SLA Credit Schedule

11.4 Credit Cap

Total SLA Credits in any calendar month shall not exceed fifty percent (50%) of the Monthly Fees for that month. SLA Credits are non-transferable and may not be converted to cash or applied to other Provider services.

11.5 Credit Request Process

(a) Customer must submit a written request for SLA Credits within thirty (30) days following the end of the calendar month in which the SLA failure occurred.

(b) The request must include: (i) the dates and times of the alleged SLA failure; (ii) the affected Support Request or Incident ticket numbers; and (iii) a description of the impact on Customer's operations.

(c) Provider shall review the request and respond within fifteen (15) Business Days, either approving the credit or providing a detailed explanation for denial.

(d) Approved SLA Credits shall be applied to Customer's next invoice or, if the Master Agreement has terminated, refunded within forty-five (45) days.

11.6 Chronic SLA Failure

If Provider fails to meet the Monthly Uptime Percentage commitment for three (3) or more months in any consecutive six-month period, Customer shall have the right, in addition to any SLA Credits, to terminate the Master Agreement without penalty upon thirty (30) days' written notice, and to receive a pro-rata refund of any prepaid and unused fees.

12. REPORTING AND COMMUNICATION

12.1 Monthly Reports

For Standard, Premium, and Enterprise tier customers, Provider shall deliver a monthly support report within ten (10) Business Days following the end of each calendar month. The report shall include:

☐ Monthly Uptime Percentage and any Downtime events
☐ Total number of Support Requests submitted, categorized by Severity Level
☐ Average First Response Time and Resolution Time by Severity Level
☐ Number of open and unresolved Incidents
☐ SLA compliance metrics and any SLA failures
☐ Summary of Scheduled Maintenance performed

12.2 Incident Post-Mortems

(a) For Severity 1 Incidents, Provider shall deliver a written root cause analysis ("Post-Mortem Report") within five (5) Business Days following resolution.

(b) For Severity 2 Incidents (Premium and Enterprise tiers), Provider shall deliver a Post-Mortem Report within ten (10) Business Days following resolution.

(c) Post-Mortem Reports shall include:

☐ Incident timeline (detection, response, escalation, resolution)
☐ Root cause identification
☐ Impact assessment
☐ Corrective actions taken
☐ Preventive measures to be implemented
☐ Responsible parties and completion targets for preventive actions

12.3 Quarterly Business Reviews

For Premium and Enterprise tier customers, Provider shall conduct quarterly business reviews ("QBRs") with Customer's designated stakeholders. QBRs shall cover:

☐ Support performance trends and SLA compliance
☐ Open Incident status and aging
☐ Product roadmap and upcoming changes
☐ Customer feedback and satisfaction metrics
☐ Recommendations for optimization
☐ Review of support tier appropriateness

12.4 Communication Channels for Notifications

Provider shall communicate service-related notifications through:

☐ Email to Authorized Contacts
☐ In-application notifications
☐ Status page ([STATUS PAGE URL])
☐ RSS/Atom feed for status updates
☐ For Enterprise tier: dedicated Slack/Teams channel

13. TERM AND MODIFICATION

13.1 Term

This Support Policy shall be effective as of the Effective Date and shall remain in effect for the duration of the Master Agreement, including any renewal terms, unless terminated earlier in accordance with the Master Agreement or this Policy.

13.2 Modification by Provider

(a) Provider may modify this Support Policy upon sixty (60) days' advance written notice to Customer, provided that no modification shall (i) reduce the Support Tier level or SLA commitments applicable to Customer during a then-current subscription term without Customer's written consent, or (ii) materially diminish Customer's rights or remedies under this Policy during a then-current subscription term.

(b) Modifications that are administrative, clarifying, or that improve the support services shall become effective upon notice. Modifications that materially alter Customer's obligations require Customer's written consent.

13.3 Tier Changes

(a) Customer may upgrade to a higher Support Tier at any time upon written notice and agreement to pay the applicable fees. Upgrades become effective within five (5) Business Days of Provider's confirmation.

(b) Customer may request a downgrade to a lower Support Tier effective at the start of the next subscription renewal term, subject to any minimum commitment requirements in the Master Agreement.

13.4 Survival

Sections 11 (SLA Credits and Remedies), 14 (State-Specific Consumer Protection Notes), and 15 (Governing Law and Dispute Resolution) shall survive termination or expiration of this Support Policy and the Master Agreement.

14. STATE-SPECIFIC CONSUMER PROTECTION NOTES (MAINE)

14.1 Maine Unfair Trade Practices Act

The Maine Unfair Trade Practices Act (5 M.R.S. §§ 205-A through 214) prohibits unfair or deceptive acts or practices in the conduct of any trade or commerce. Under 5 M.R.S. § 207, unfair methods of competition and unfair or deceptive acts or practices in trade or commerce are declared unlawful. The Act is enforced by the Maine Attorney General and also provides private rights of action for consumers who suffer actual loss.

14.2 Private Remedies

Under 5 M.R.S. § 213, any person who suffers actual loss as a result of a violation of the Maine Unfair Trade Practices Act may bring a private action for damages, injunctive relief, and reasonable attorneys' fees and costs. These remedies are in addition to the SLA Credits provided under this Policy.

14.3 Waiver Prohibition

Under 5 M.R.S. § 214, any waiver by a consumer of the rights granted under the Maine Unfair Trade Practices Act is contrary to public policy and void and unenforceable. Provider acknowledges that no provision of this Policy or the Master Agreement shall be construed to waive or limit rights available to Customer under the UTPA.

14.4 UCC Warranty Implications

Under Maine's Uniform Commercial Code, the implied warranty of merchantability (11 M.R.S. § 2-314) and the implied warranty of fitness for a particular purpose (11 M.R.S. § 2-315) may apply to transactions involving goods. Maine law provides that consumer goods are warranted to be fit for the ordinary purpose for which such goods are used. The statute of limitations for implied warranty claims under Maine's UCC is four (4) years (11 M.R.S. § 2-725). This Support Policy does not disclaim or limit any implied warranties that are non-disclaimable under Maine law.

14.5 Electronic Transactions

This Support Policy and all communications hereunder are subject to Maine's Uniform Electronic Transactions Act (10 M.R.S. §§ 9401 et seq.), which validates electronic records and electronic signatures. Support Requests, Incident reports, and SLA Credit requests submitted through Provider's electronic support portal constitute valid electronic records under this Act.

14.6 Maine-Specific Obligations

☐ Provider shall not engage in any unfair or deceptive act or practice as defined in 5 M.R.S. § 207
☐ All SLA commitments are made in good faith and reflect Provider's actual service capabilities
☐ Provider shall maintain records of all Incidents and SLA performance for a minimum of four (4) years, consistent with Maine's UCC statute of limitations
☐ Provider shall cooperate with any inquiry by the Maine Attorney General's Consumer Protection Division regarding support services
☐ Provider acknowledges that Maine law prohibits waiver of consumer protection rights (5 M.R.S. § 214)

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 State of Maine, without regard to its conflict of law provisions.

15.2 Venue

Any legal action arising out of or relating to this Support Policy shall be brought exclusively in the state or federal courts located in [COUNTY] County, Maine, and the parties hereby consent to the personal jurisdiction of such courts. Cumberland County (Portland) and Kennebec County (Augusta) are common venue selections for commercial disputes in Maine.

15.3 Arbitration Option

☐ Arbitration Elected. The parties agree that any dispute, claim, or controversy arising out of or relating to this Support Policy shall be resolved by binding arbitration administered by [ARBITRATION BODY, e.g., the American Arbitration Association] in accordance with its Commercial Arbitration Rules. The arbitration shall take place in [CITY], Maine. The arbitrator's decision shall be final and binding, and judgment upon the award may be entered in any court of competent jurisdiction.

☐ Arbitration Not Elected. Disputes shall be resolved through litigation in the courts specified in Section 15.2.

15.4 Informal Resolution

Prior to initiating arbitration or litigation, the parties agree to attempt in good faith to resolve any dispute through informal negotiation. The aggrieved party shall send written notice describing the dispute to the other party, and the parties shall engage in good-faith negotiations for a period of thirty (30) days following receipt of such notice.

15.5 Equitable Relief

Nothing in this Section 15 shall prevent either party from seeking injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property rights or confidential information.

16. SOURCES AND REFERENCES

• Maine Unfair Trade Practices Act: 5 M.R.S. §§ 205-A through 214
  https://legislature.maine.gov/statutes/5/title5ch10sec0.html

• Maine UCC Implied Warranty of Merchantability: 11 M.R.S. § 2-314
  https://legislature.maine.gov/statutes/11/title11sec2-314.html

• Maine UCC Implied Warranty — Fitness for Particular Purpose: 11 M.R.S. § 2-315
  https://legislature.maine.gov/statutes/11/title11sec2-315.html

• Maine Attorney General — Consumer Protection:
  https://www.maine.gov/ag/consumer/

• Maine Consumer Law Guide — Unfair Trade Practices:
  https://www.maine.gov/ag/consumer/law_guide_article.shtml?id=27921

SIGNATURES

PROVIDER:

Name: [________________________________]
Title: [________________________________]
Signature: [________________________________]
Date: [__/__/____]

CUSTOMER:

Name: [________________________________]
Title: [________________________________]
Signature: [________________________________]
Date: [__/__/____]

Template Version 2.0 | Maine Support Policy (Enterprise SaaS) | Last Updated: February 2026