Support Policy (Enterprise SaaS) — Mississippi

ENTERPRISE SAAS SUPPORT POLICY

MISSISSIPPI-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. Mississippi-Specific Legal Provisions
20. Electronic Signatures
21. Signature Blocks
22. Exhibit A: Support Contact Information
23. Exhibit B: Supported Configurations

1. DEFINITIONS

For the purposes of this Support Policy, the following terms shall have the meanings ascribed below:

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 on Customer's behalf.

1.2 "Business Day" means Monday through Friday, excluding federal holidays observed in the United States and state holidays observed in the State of Mississippi.

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

1.4 "Customer Environment" means the totality of Customer's hardware, software, network infrastructure, configurations, third-party integrations, and operating conditions in which the SaaS Service operates or with which it interacts.

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

1.6 "Enhancement" means a request for new functionality, features, or capabilities not described in the current Documentation, addressed through Provider's product roadmap process.

1.7 "Error" means any verifiable and reproducible failure of the SaaS Service to conform to the specifications in the Documentation.

1.8 "Fix" means a permanent code change or configuration modification that resolves a Defect or Error in a generally available release.

1.9 "Hot Fix" means an emergency code change deployed outside the standard release cycle to address a Severity 1 or Severity 2 Incident.

1.10 "Incident" means any event not part of standard operation that causes, or may cause, an interruption to or reduction in the quality of the SaaS Service.

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

1.12 "Named Support Contact" means a specific individual designated by Customer in Exhibit A who is trained and authorized as the primary liaison with Provider's support organization.

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

1.14 "Resolution" means the point at which an Incident is resolved through a Fix, Hot Fix, Workaround, or other corrective action.

1.15 "Root Cause Analysis" ("RCA") means a structured investigation identifying the underlying cause of a Severity 1 or Severity 2 Incident, resulting in a written report with timeline, contributing factors, corrective actions, and preventive measures.

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

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

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

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

1.20 "Ticket" means a uniquely numbered record tracking a support request from submission through Resolution.

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

1.22 "Workaround" means a temporary method achieving a comparable result that circumvents a known Defect or Error without constituting a permanent Fix.

2. SCOPE OF SUPPORT

2.1 Included Support Services

(a) Break/Fix Support — Diagnosis and resolution of Errors, Defects, and Incidents causing the SaaS Service to fail to perform materially in accordance with the Documentation.

(b) Configuration Assistance — Guidance on configuring the SaaS Service within documented parameters, including user management and role-based access controls.

(c) Standard Integration Support — Assistance with documented, Provider-supported integrations and published API endpoints.

(d) Software Updates — Patches, minor releases, and major releases included in the subscription, with release notes and migration guidance.

(e) Knowledge Base Access — Self-service access to Provider's searchable library of articles, guides, and FAQs.

(f) Health Checks — For Premium and Enterprise customers, periodic reviews of usage, configuration, and performance metrics.

2.2 Excluded Services

(a) Custom software development, bespoke integrations, or source code modifications;

(b) On-site support or travel to Customer's locations;

(c) Training beyond standard onboarding and knowledge base materials;

(d) Data migration, extraction, or conversion;

(e) Support for third-party software or hardware not listed in Exhibit B;

(f) Performance optimization of Customer's infrastructure; and

(g) Support for deprecated or end-of-life versions per Section 13.

3. SUPPORT TIERS AND PRICING

Customer's 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

For Severity 1 and Severity 2 Incidents outside standard hours, Premium and Enterprise customers may reach the on-call team at [________________________________]. Standard tier customers may submit Portal tickets; the SLA clock begins the next Business Day.

4.4 SLA Clock Commencement

The SLA clock begins when a Ticket is created with sufficient diagnostic information. It pauses when Provider awaits Customer input and resumes upon response.

5. NAMED SUPPORT CONTACTS

5.1 Number of Named Support Contacts

• Standard Tier: Up to two (2)
• Premium Tier: Up to five (5)
• Enterprise Tier: Up to ten (10)

5.2 Role Requirements

Each Named Support Contact shall: (a) complete Provider's onboarding; (b) possess technical knowledge for first-level triage; (c) have authority to approve Workarounds and authorize environment access; and (d) be available during Business Hours.

5.3 Contact Change Process

Changes via Support Portal or email to [________________________________], effective within two (2) Business Days. New contacts must complete onboarding within fifteen (15) calendar days.

6. SEVERITY DEFINITIONS

6.1 Severity Disputes

Disputes may be escalated to Provider's Support Manager for review within two (2) hours during Business Hours. Unresolved disputes follow the Escalation Matrix in Section 8.

7. RESPONSE AND RESOLUTION TARGETS

7.1 Response and Resolution Times

7.2 Measurement and Assumptions

(a) Response Time: from Ticket receipt to Provider acknowledgment and active diagnosis.

(b) Resolution Targets are goals, not guarantees, except as they trigger Service Credits per Section 14.

(c) SLA clock pauses when: (i) awaiting Customer input; (ii) third-party vendor fix required; or (iii) force majeure.

8. ESCALATION MATRIX

Customer may initiate escalation at any time through the Support Portal or by emailing [________________________________].

9. CUSTOMER OBLIGATIONS

9.1 Supported Configurations

Customer shall maintain its environment within supported configurations listed in Exhibit B.

9.2 Log and Diagnostic Access

Customer shall provide reasonable access to logs, error messages, screenshots, and diagnostic data. For Severity 1/2, access within one (1) hour of request.

9.3 Patch and Update Application

Critical security patches within fourteen (14) calendar days; non-critical updates within thirty (30) calendar days.

9.4 Contact Availability

At least one Named Support Contact available during Business Hours; for Severity 1, within thirty (30) minutes outside Business Hours.

9.5 Incident Reporting Quality

Tickets must include: (a) Incident description; (b) expected vs. actual behavior; (c) reproduction steps; (d) business impact; (e) environment details; and (f) relevant logs/screenshots.

9.6 Environment Change Notification

Five (5) Business Days' advance notice of material environment changes affecting the SaaS Service.

10. EXCLUSIONS

Provider has no obligation to support Incidents arising from:

(a) Customer's network, hardware, or telecommunications;
(b) Third-party software/services not in Exhibit B;
(c) Unauthorized use of the SaaS Service;
(d) Unauthorized modifications;
(e) Failure to apply required patches per Section 9.3;
(f) Unsupported configurations;
(g) Unsupported browsers/OS/devices;
(h) Force majeure events;
(i) Customer data or content issues; and
(j) End-of-life versions per Section 13.

11. STATUS UPDATES AND COMMUNICATION

Each update includes: investigation status, actions taken, next steps, estimated milestone time, and Customer actions needed. Resolution notifications include summary, root cause (Sev 1/2), resolution applied, Customer actions, and preventive recommendations.

12. MAINTENANCE WINDOWS

12.1 Scheduled Maintenance

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

12.2 Emergency Maintenance

Permitted for critical security, data integrity, or multi-customer Severity 1 issues. Four (4) hours' advance notice when feasible.

12.3 Planned Downtime

Properly noticed scheduled maintenance excluded from Uptime SLA. Emergency maintenance counts against Uptime SLA unless caused by force majeure or Customer action.

12.4 Status Page

Provider shall maintain a status page at [________________________________] with real-time status, upcoming maintenance, and historical uptime.

13. VERSION SUPPORT AND END-OF-LIFE

13.1 Supported Versions

Current version plus two (2) most recent prior major versions.

13.2 End-of-Life Notice

One hundred eighty (180) calendar days' written notice, including EOL date, migration guidance, available tools, and last support date.

13.3 Security Patches Post-EOL

Critical security patches for ninety (90) calendar days following EOL ("Extended Security Support Period").

13.4 Migration Assistance

Premium and Enterprise customers receive reasonable migration assistance at no additional charge if initiated within the notice period.

14. SERVICE CREDITS

14.1 Eligibility

Available when Response Time targets or Uptime SLA are missed, subject to Section 10 exclusions.

14.2 Response Time Credits

14.3 Uptime Credits

14.4 Credit Cap

Total credits shall not exceed 100% of the affected month's fees. Credits are non-cash, non-transferable, and applied to the next invoice.

14.5 Claim Process

Written claim within thirty (30) calendar days of month-end, identifying the failure, Ticket numbers, and dates/times. Provider responds within fifteen (15) Business Days.

14.6 Sole Remedy

Service Credits are Customer's sole and exclusive remedy for Service Level failures, except for willful misconduct, gross negligence, or confidentiality breaches. This limitation does not restrict remedies under the Mississippi Consumer Protection Act (Miss. Code Ann. § 75-24-5) where applicable. Note: Under Mississippi law, the Attorney General has exclusive enforcement authority under the MCPA; there is no private right of action for deceptive trade practices claims under the Act.

15. SUPPORT PERFORMANCE REPORTING

15.1 Monthly Reports

Within ten (10) Business Days of month-end: Tickets by Severity, Response/Resolution performance, escalations, Uptime, Sev 1/2 summaries, and Service Credit calculations.

15.2 Quarterly Business Reviews

Premium customers receive quarterly reviews; Enterprise customers receive monthly reviews.

15.3 KPIs

First Response Time, Mean Time to Resolution, Customer Satisfaction Score, Ticket Reopen Rate, Escalation Rate, and Uptime percentage.

16. SECURITY INCIDENT SUPPORT

16.1 Classification

Security Incidents are classified Severity 1 by default, receiving immediate priority regardless of tier.

16.2 Elevated Support

During confirmed or suspected security incidents: (a) dedicated coordinator within 15 minutes; (b) updates every 30 minutes until containment; (c) coordination with Customer's security team; (d) interim report within 24 hours; and (e) full RCA within 5 Business Days.

16.3 Mississippi Data Breach Notification Compliance

Per Miss. Code Ann. § 75-24-29:

(a) Notification. Any person conducting business in Mississippi shall disclose a breach of security to all affected individuals without unreasonable delay, following completion of an investigation to determine the nature and scope of the incident.

(b) Exemption. Notification is not required if, after appropriate investigation, the person reasonably determines the breach will not likely result in harm to affected individuals.

(c) Third-Party Data. If Provider maintains data it does not own, it shall notify Customer (as data owner) as soon as practicable following discovery of a breach if personal information was, or is reasonably believed to have been, acquired by an unauthorized person for fraudulent purposes.

(d) Law Enforcement Delay. Notification may be delayed for a reasonable period at law enforcement's request if notification would impede a criminal investigation.

(e) Substitute Notice. Substitute notice is permitted when direct notice cost exceeds $5,000, affected individuals exceed 5,000, or sufficient contact information is unavailable.

(f) Enforcement. Failure to comply constitutes an unfair trade practice enforceable by the Mississippi Attorney General. There is no private right of action under this section.

16.4 Coordination

Provider's security support shall integrate with Customer's incident response plan. Customer shall designate a security contact in Exhibit A.

17. CHANGES TO SUPPORT POLICY

17.1 Notice

Sixty (60) calendar days' written notice for material changes; thirty (30) days for non-material changes.

17.2 Material Reduction Protections

Customer may within thirty (30) days either accept the revised Policy or require the prior version through the current term.

17.3 Non-Diminishment

Response Time and Uptime commitments shall not be reduced below Effective Date levels during the current term without Customer's written consent.

18. ORDER OF PRECEDENCE

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

19. MISSISSIPPI-SPECIFIC LEGAL PROVISIONS

19.1 Governing Law

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

19.2 Venue and Jurisdiction

The parties submit to the exclusive jurisdiction and venue of the state and federal courts located in [________________________________] County, Mississippi (e.g., Hinds County — Jackson, Harrison County — Gulfport) for disputes arising from this Policy.

19.3 Consumer Protection

The Mississippi Consumer Protection Act (Miss. Code Ann. § 75-24-5) prohibits unfair methods of competition and unfair or deceptive trade practices in commerce. Provider represents that all Service Levels, descriptions, and commitments herein are truthful and non-misleading. Note that under Mississippi law, the MCPA is enforced exclusively by the Mississippi Attorney General; there is no private right of action.

19.4 Implied Warranty — Software-Specific Provisions

Mississippi law provides specific rules for software warranties between merchants:

(a) Between Merchants. Miss. Code Ann. § 75-2-314 permits the express disclaimer or modification of implied warranties of merchantability and fitness for a particular purpose for computer software sold between merchants, and permits express limitation of remedies for breach of such warranties.

(b) Consumer Transactions. Any language attempting to exclude or modify implied warranties of merchantability and fitness in consumer transactions for goods and services is unenforceable under Mississippi law.

(c) Application. To the extent the SaaS Service constitutes "computer software" or a mixed transaction involving goods, the applicable warranty rules shall apply based on whether the transaction is between merchants or involves a consumer. Any disclaimer in the Master Agreement must comply with Miss. Code Ann. § 75-2-316 and be conspicuous.

19.5 Jury Waiver

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

19.6 Cure Period

Provider shall have thirty (30) calendar days following written notice of material breach to cure before Customer may pursue termination, except for Severity 1 failures unresolved beyond twice the Resolution Target.

19.7 Statute of Limitations

Under Mississippi law, written contract claims must be brought within six (6) years (Miss. Code Ann. § 15-1-49).

20. ELECTRONIC SIGNATURES

This Support Policy may be executed electronically in accordance with the Mississippi Uniform Electronic Transactions Act (Miss. Code Ann. § 75-12-1 et seq.) and the federal E-SIGN Act (15 U.S.C. § 7001 et seq.). Electronic signatures shall have the same legal effect as manual signatures.

21. SIGNATURE BLOCKS

IN WITNESS WHEREOF, the parties have executed this Enterprise SaaS Support 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

Customer Security Incident Contact

EXHIBIT B: SUPPORTED CONFIGURATIONS

Supported Browsers

Supported Operating Systems

Network Requirements

Supported Third-Party Integrations

SOURCES AND REFERENCES

1. Mississippi Consumer Protection Act — Miss. Code Ann. § 75-24-1 et seq.
   https://law.justia.com/codes/mississippi/title-75/chapter-24/

2. Mississippi Data Breach Notification — Miss. Code Ann. § 75-24-29
   https://law.justia.com/codes/mississippi/title-75/chapter-24/general-provisions/section-75-24-29/

3. Mississippi UETA — Miss. Code Ann. § 75-12-1 et seq.
   https://law.justia.com/codes/mississippi/title-75/

4. Mississippi UCC Sales — Miss. Code Ann. § 75-2-314 (Implied Warranty/Merchantability)
   https://law.justia.com/codes/mississippi/2013/title-75/chapter-2/part-3/section-75-2-314

5. Mississippi Attorney General — Consumer Protection
   https://www.ago.state.ms.us/divisions/consumer-protection/

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 Mississippi before use. Laws and regulations change frequently; verify all citations before relying on this document. This template is designed for the ezel.ai platform.