Support Policy (Enterprise SaaS) - Nebraska

ENTERPRISE SAAS SUPPORT POLICY

DOCUMENT CONTROL

This Support Policy is an operational schedule to the identified agreement. It does not independently select governing law, venue, arbitration, jury waiver, injunctive relief, indemnity, or liability limits. Those terms, if any, must appear in the reviewed master agreement or order form.

1. COVERED SUPPORT

Included support:

• incident intake, triage, diagnosis, and break/fix assistance for covered services;
• configuration guidance for supported configurations;
• status communications and escalation management; and
• release, maintenance, and known-issue information made available for the applicable tier.

Excluded or separately scoped services:

• custom development, implementation, data migration, or new integrations;
• training or consulting beyond the purchased package;
• on-site work, forensic investigation, or recovery services not included in the order; and
• support for products, versions, environments, or uses not identified as supported.

2. SUPPORT HOURS AND CHANNELS

The response clock begins when a ticket reaches the designated channel with enough information for Provider to identify the Customer, affected service, and reported condition. Define any different clock-start rule in the order form.

3. SEVERITY CLASSIFICATION

Provider may propose a severity change when the reported facts do not meet the selected criteria. Record the reason, supporting facts, and escalation path; do not silently downgrade a ticket.

4. SERVICE TARGETS

Choose whether each target is a commitment, objective, or estimate. “Resolution” should not be promised where a workaround, dependency, third-party correction, or product release is the realistic deliverable.

Root-cause analysis:

5. CLOCK, PAUSE, AND MEASUREMENT RULES

Do not pause a target merely because Provider requested information. The request must identify information reasonably needed for the next support action and the ticket record must show when the pause began and ended.

6. CUSTOMER RESPONSIBILITIES

Customer will:

• use the designated channels and provide accurate impact, timing, reproduction steps, logs, and contact information reasonably available;
• maintain supported configurations and dependencies identified in current documentation;
• provide timely access and approvals needed for diagnosis, subject to the agreement’s security and access controls;
• test and deploy agreed workarounds, patches, or corrections within the Customer environment; and
• promptly report material environment changes related to an open ticket.

Failure to perform a responsibility affects a target only to the extent the failure actually prevents or delays the relevant support work and the effect is documented in the ticket.

7. EXCLUSIONS AND DEPENDENCIES

An exclusion does not excuse unrelated Provider obligations or allow a blanket denial without a documented causal connection.

8. ESCALATION AND COMMUNICATION

Customer-facing communications must distinguish confirmed facts, working hypotheses, estimated times, dependencies, decisions required, and the next scheduled update.

9. SECURITY AND PRIVACY INCIDENT ROUTING

A ticket suggesting unauthorized access, disclosure, loss, security compromise, or personal-data impact must be routed immediately under the incident-response, security, and data-processing provisions of the governing agreement. This Support Policy does not replace those provisions or allocate statutory notification roles.

10. VERSIONS, MAINTENANCE, AND END OF SUPPORT

Do not promise a fixed end-of-support period unless it matches the product lifecycle schedule incorporated into the agreement.

11. SERVICE CREDITS

• ☐ No support-specific service credits.
• ☐ The following support-specific service credits apply:

Eligibility exclusions, claim timing, credit application, exclusivity of remedy, refund treatment, and interaction with other remedies are controlled by the reviewed master agreement and order form. Do not use this schedule alone to waive or limit rights or remedies.

12. CHANGES AND ORDER OF PRECEDENCE

No online-policy change modifies negotiated pricing, liability allocation, dispute terms, security or data obligations, or another signed commitment unless the governing agreement expressly authorizes that method and the required conditions are satisfied.

13. APPROVAL RECORD

Attach this schedule to the identified agreement or order form. Keep the signed or accepted version, later amendments, service reports, and ticket evidence with the contract record.