Support Policy (Enterprise SaaS) — Missouri

ENTERPRISE SAAS SUPPORT POLICY

MISSOURI-SPECIFIC EDITION

Support Policy Reference Number: [________________________________]

Effective Date: [__/__/____]

Last Revised: [__/__/____]

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

Provider: [________________________________] ("Provider")

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

Customer: [________________________________] ("Customer")

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

Master Agreement Date: [__/__/____]

Master Agreement Reference: [________________________________]

TABLE OF CONTENTS

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

1. DEFINITIONS

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

1.2 "Business Day" means Monday through Friday, excluding federal holidays and Missouri state holidays, including but not limited to Truman Day (May 8).

1.3 "Business Hours" means 8:00 AM to 5:00 PM Central Time (CT) on Business Days, unless otherwise specified by Support Tier.

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

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

1.6 "Enhancement" means a request for new functionality not in the Documentation, addressed through Provider's roadmap.

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

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

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

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

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

1.12 "Named Support Contact" means an individual designated in Exhibit A, trained and authorized as Customer's primary liaison with Provider's support organization.

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

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

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

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

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

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

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

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

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

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

2. SCOPE OF SUPPORT

2.1 Included Support Services

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

(b) Configuration Assistance — Guidance on configuring the SaaS Service within documented parameters.

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

(d) Software Updates — Patches, minor and major releases included in the subscription.

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

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

2.2 Excluded Services

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

3. SUPPORT TIERS AND PRICING

Selected Tier: ☐ Standard | ☐ Premium | ☐ Enterprise

4. SUPPORT HOURS AND CHANNELS

4.1 Support Hours by Tier

4.2 Support Channels

4.3 After-Hours Support

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

4.4 SLA Clock

Begins on Ticket creation with sufficient information. Pauses awaiting Customer input; resumes upon response.

5. NAMED SUPPORT CONTACTS

5.1 Allocation

• Standard: 2 | Premium: 5 | Enterprise: 10

5.2 Requirements

Complete Provider onboarding; technical knowledge for triage; authority to approve Workarounds and environment access; available during Business Hours.

5.3 Changes

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

6. SEVERITY DEFINITIONS

6.1 Disputes

Escalate to Support Manager within two (2) Business Hours. Unresolved disputes follow Section 8.

7. RESPONSE AND RESOLUTION TARGETS

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

8. ESCALATION MATRIX

Customer-initiated escalation via Portal or [________________________________].

9. CUSTOMER OBLIGATIONS

9.1 Supported Configurations

Maintain environment per Exhibit B.

9.2 Log Access

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

9.3 Patches

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

9.4 Contact Availability

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

9.5 Ticket Quality

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

9.6 Environment Changes

Five (5) Business Days' advance notice.

10. EXCLUSIONS

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

11. STATUS UPDATES AND COMMUNICATION

Updates include: status, actions, next steps, estimated timeline, Customer actions needed.

12. MAINTENANCE WINDOWS

12.1 Scheduled

Standard window: [________________________________] (e.g., Sundays 1:00 AM – 5:00 AM CT). Seventy-two (72) hours' notice.

12.2 Emergency

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

12.3 Uptime Impact

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

12.4 Status Page

[________________________________]

13. VERSION SUPPORT AND END-OF-LIFE

13.1 Supported Versions

Current version plus two (2) prior major versions.

13.2 EOL Notice

One hundred eighty (180) calendar days.

13.3 Post-EOL Patches

Ninety (90) calendar days of critical security patches.

13.4 Migration Assistance

Free for Premium/Enterprise who initiate within notice period.

14. SERVICE CREDITS

14.1 Eligibility

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

14.2 Response Time Credits

14.3 Uptime Credits

14.4 Cap

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

14.5 Claim Process

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

14.6 Sole Remedy

Service Credits are the sole remedy for SLA failures, except for willful misconduct, gross negligence, or confidentiality breaches. This limitation does not restrict rights under the Missouri Merchandising Practices Act (Mo. Rev. Stat. § 407.010 et seq.) to the extent applicable. Under Missouri law, the MMPA provides a five-year statute of limitations and permits recovery of actual damages and, in cases of knowing violations, punitive damages.

15. SUPPORT PERFORMANCE REPORTING

15.1 Monthly Reports

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

15.2 Reviews

Quarterly for Premium; monthly for Enterprise.

15.3 KPIs

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

16. SECURITY INCIDENT SUPPORT

16.1 Classification

Security Incidents default to Severity 1.

16.2 Elevated Support

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

16.3 Missouri Data Breach Notification Compliance

Per Mo. Rev. Stat. § 407.1500:

(a) Definition. A "breach of security" means unauthorized access to and unauthorized acquisition of personal information maintained in computerized form that compromises the security, confidentiality, or integrity of the personal information.

(b) Notification. Any person owning or licensing personal information of Missouri residents, or conducting business in Missouri, shall provide notice to affected consumers without unreasonable delay following discovery, consistent with law enforcement needs and measures to determine scope and restore system integrity.

(c) Content Requirements. Notice must include: a general description of the incident; the type of personal information obtained; a telephone number for further assistance; contact information for consumer reporting agencies; and advice to remain vigilant and monitor accounts and credit reports.

(d) Exemption. Notification is not required if, after investigation or law enforcement consultation, the person determines that risk of identity theft or fraud is not reasonably likely. The determination must be documented in writing and maintained for five (5) years.

(e) Attorney General Notification. If more than one thousand (1,000) Missouri residents are notified, the entity must notify the Missouri Attorney General's office and all consumer reporting agencies regarding the timing, distribution, and content of the consumer notice, without unreasonable delay.

(f) Provider Cooperation. Provider shall cooperate with Customer in all notification obligations and shall provide forensic data and investigative reports as reasonably available.

16.4 Coordination

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

17. CHANGES TO SUPPORT POLICY

17.1 Notice

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

17.2 Material Reduction Protections

Customer may accept revised Policy or require prior version through the current term.

17.3 Non-Diminishment

No reductions below Effective Date levels without written consent.

18. ORDER OF PRECEDENCE

This Policy is subject to the Master Agreement. Support metrics and procedures in this Policy control over the Master Agreement; otherwise the Master Agreement governs. Order Forms control for differing support terms if they expressly reference this Policy.

19. MISSOURI-SPECIFIC LEGAL PROVISIONS

19.1 Governing Law

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

19.2 Venue and Jurisdiction

Exclusive jurisdiction in state and federal courts in [________________________________] County/City, Missouri (e.g., City of St. Louis, St. Louis County, Jackson County — Kansas City, Cole County — Jefferson City).

19.3 Missouri Merchandising Practices Act

The Missouri Merchandising Practices Act (Mo. Rev. Stat. § 407.010 et seq.) prohibits the use of deception, fraud, false pretense, false promise, misrepresentation, unfair practice, or the concealment, suppression, or omission of any material fact in connection with the sale or advertisement of any merchandise in trade or commerce. "Merchandise" is defined broadly to include "objects, wares, goods, commodities, intangibles, real estate or services," which includes SaaS services. Provider represents that all Service Levels and commitments in this Policy are truthful and non-deceptive.

Key MMPA Provisions:

• The MMPA provides a private right of action for persons who purchase or lease merchandise and suffer ascertainable loss due to prohibited practices.
• The statute of limitations is five (5) years from the date of the deceptive act (Mo. Rev. Stat. § 407.100).
• Knowing violations may result in punitive damages.
• The Missouri Attorney General may also bring enforcement actions.

19.4 Implied Warranty

Under Missouri's UCC (Mo. Rev. Stat. § 400.2-314), a warranty that goods shall be merchantable is implied in a contract for sale if the seller is a merchant with respect to goods of that kind. To exclude or modify the implied warranty of merchantability, the language must mention merchantability and must be conspicuous (Mo. Rev. Stat. § 400.2-316). This Policy does not disclaim warranties; any disclaimer is in the Master Agreement and must comply with Missouri law.

19.5 Jury Waiver

TO THE FULLEST EXTENT PERMITTED BY MISSOURI LAW, EACH PARTY HEREBY KNOWINGLY, VOLUNTARILY, AND INTENTIONALLY WAIVES ANY RIGHT TO TRIAL BY JURY IN RESPECT OF ANY LITIGATION ARISING FROM THIS SUPPORT POLICY OR THE MASTER AGREEMENT.

19.6 Cure Period

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

19.7 Statute of Limitations

Written contract claims in Missouri must be brought within ten (10) years (Mo. Rev. Stat. § 516.110). MMPA claims have a five-year limitations period.

20. ELECTRONIC SIGNATURES

This Policy may be executed electronically per the Missouri Uniform Electronic Transactions Act (Mo. Rev. Stat. § 432.200 et seq.) and the federal E-SIGN Act (15 U.S.C. § 7001 et seq.). Electronic signatures have the same legal effect as manual signatures.

21. SIGNATURE BLOCKS

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

PROVIDER:

Signature: [________________________________]

Printed Name: [________________________________]

Title: [________________________________]

Date: [__/__/____]

CUSTOMER:

Signature: [________________________________]

Printed Name: [________________________________]

Title: [________________________________]

Date: [__/__/____]

EXHIBIT A: SUPPORT CONTACT INFORMATION

Provider Support Contacts

Customer Named Support Contacts

Security Incident Contact

EXHIBIT B: SUPPORTED CONFIGURATIONS

Browsers

Operating Systems

Network

Third-Party Integrations

SOURCES AND REFERENCES

1. Missouri Merchandising Practices Act — Mo. Rev. Stat. § 407.010 et seq.
   https://revisor.mo.gov/main/OneSection.aspx?section=407.010

2. Missouri Data Breach Notification — Mo. Rev. Stat. § 407.1500
   https://revisor.mo.gov/main/OneSection.aspx?section=407.1500

3. Missouri UETA — Mo. Rev. Stat. § 432.200 et seq.
   https://revisor.mo.gov/main/OneSection.aspx?section=432.200

4. Missouri UCC (Sales) — Mo. Rev. Stat. § 400.2-314
   https://revisor.mo.gov/main/OneSection.aspx?section=400.2-314

5. Missouri Attorney General — Data Breaches
   https://ago.mo.gov/get-help/programs-services-from-a-z/data-breaches/

6. Missouri Attorney General — Consumer Protection
   https://ago.mo.gov/

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