Templates Contracts Agreements Support Policy (Enterprise SaaS)
Montana Contracts Agreements
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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
  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, minor updates.
  • Optional/billable: custom development, major integrations, on-site services.

2. SUPPORT HOURS AND CHANNELS

  • Standard hours: [TIMEZONE, DAYS/HOURS].
  • Channels: [PORTAL/EMAIL/PHONE/CHAT].

3. SEVERITY DEFINITIONS

  • Sev 1 (Critical): Production down with no workaround.
  • Sev 2 (High): Major degradation; workaround possible.
  • Sev 3 (Medium): Limited impact; workaround available.
  • Sev 4 (Low): General questions, cosmetic issues.

4. RESPONSE AND RESOLUTION TARGETS

Severity Response Resolution Target
Sev 1 [30-60 minutes] [24-48 hours]
Sev 2 [2-4 business hours] [3-5 business days]
Sev 3 [1 business day] [Next release]
Sev 4 [2 business days] [Future release]

5. CUSTOMER OBLIGATIONS

  • Named support contacts; supported configurations; logs as requested.

6. EXCLUSIONS

  • Issues from Customer hardware/network, unsupported systems, misuse.

7. STATUS UPDATES AND ESCALATIONS

  • Sev 1 hourly, Sev 2 twice daily.

8. VERSIONS AND END-OF-LIFE

  • EOL notice at least [90] days.

9. SERVICE CREDITS

  • If response targets missed, credit of [Z%] of monthly fees (cap one month).

10. CHANGES TO SUPPORT POLICY

  • [30] days' notice; material reductions require agreement.

11. ORDER OF PRECEDENCE

  • SaaS Agreement controls; this Policy governs support metrics.

12. GOVERNING LAW AND VENUE

Montana law. [Lewis and Clark County (Helena) / Yellowstone County (Billings)], Montana.

13. JURY WAIVER

TO THE FULLEST EXTENT PERMITTED BY MONTANA LAW, EACH PARTY WAIVES JURY TRIAL RIGHTS.

14. ELECTRONIC SIGNATURES

Valid per Montana UETA (Mont. Code Ann. sections 30-18-101 to 30-18-117).

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