SUPPORT POLICY (ENTERPRISE SAAS)

TABLE OF CONTENTS

1. Scope of Support
2. Support Hours and Channels
3. Severity Definitions
4. Response and Resolution Targets
5. Customer Obligations
6. Exclusions
7. Status Updates and Escalations
8. Versions and End-of-Life
9. Service Credits (if tied to Support)
10. Changes to Support Policy
11. Order of Precedence
12. Governing Law and Venue
13. Jury Waiver
14. Electronic Signatures

1. SCOPE OF SUPPORT

• Included: incident handling, break/fix, configuration guidance, standard integrations, minor updates.
• Optional/billable: custom development, major integrations, on-site services, training beyond standard.

2. SUPPORT HOURS AND CHANNELS

• Standard hours: [TIMEZONE, DAYS/HOURS].
• After-hours for Severity 1/2 incidents only.
• Channels: [PORTAL/EMAIL/PHONE/CHAT]; ticket required to start the SLA clock.

3. SEVERITY DEFINITIONS

• Sev 1 (Critical): Production down or critical function unavailable with no workaround.
• Sev 2 (High): Major degradation; key feature impaired; workaround possible but materially impacts business.
• Sev 3 (Medium): Limited impact; workaround available; non-critical.
• Sev 4 (Low): General questions, cosmetic issues, enhancement requests.

4. RESPONSE AND RESOLUTION TARGETS

5. CUSTOMER OBLIGATIONS

• Provide named support contacts; maintain supported configurations; supply logs/screenshots as requested.
• Apply critical patches within [X] days; maintain connectivity for remote diagnostics.

6. EXCLUSIONS

• Issues caused by Customer hardware/network, unsupported browsers/OS, third-party services, misuse, or unauthorized modifications.

7. STATUS UPDATES AND ESCALATIONS

• Status cadence: Sev 1 hourly, Sev 2 twice daily, Sev 3/4 periodic.
• Escalation path: support lead - manager - duty exec.

8. VERSIONS AND END-OF-LIFE

• Supported versions listed; EOL notice at least [90] days.

9. SERVICE CREDITS (IF TIED TO SUPPORT)

• If response targets missed for Sev 1/2 by more than [X] hours in [Y] incidents per month, credit of [Z%] of monthly fees (cap [one month]).

10. CHANGES TO SUPPORT POLICY

• Provider may update with [30] days' notice; material reductions require mutual agreement.

11. ORDER OF PRECEDENCE

• This Support Policy is subject to the SaaS Agreement; in case of conflict on support metrics, this Policy governs.

12. GOVERNING LAW AND VENUE

This Support Policy shall be governed by the laws of the State of Missouri, without regard to conflict of laws principles. The parties irrevocably submit to the exclusive jurisdiction and venue of the state and federal courts located in [St. Louis City/St. Louis County / Jackson County (Kansas City)], Missouri.

13. JURY WAIVER

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

14. ELECTRONIC SIGNATURES

The parties agree that this Support Policy may be executed electronically in accordance with the Missouri Uniform Electronic Transactions Act (Mo. Rev. Stat. sections 432.200-432.295).