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

Assumptions: SLA clock depends on reproducible reports with required details; pauses when awaiting Customer input.

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.
• Notify promptly of environment changes affecting the SaaS.

6. EXCLUSIONS

• Issues caused by Customer hardware/network, unsupported browsers/OS, third-party services outside Provider control, misuse/AUP violations, or modifications not authorized by Provider.

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 (contacts listed in Appendix).

8. VERSIONS AND END-OF-LIFE

• Supported versions/tiers listed; EOL notice at least [90] days; security patches for EOL versions for [X] days post-EOL if offered.

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 for the affected service (cap [one month]). Credits are sole remedy for support SLA shortfalls.

10. CHANGES TO SUPPORT POLICY

• Provider may update with [30] days' notice; material reductions require mutual agreement or Customer option to keep prior policy for current term.

11. ORDER OF PRECEDENCE

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

12. GOVERNING LAW AND VENUE

This Support Policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of laws principles. The parties irrevocably submit to the exclusive jurisdiction and venue of the state and federal courts located in [Travis County (Austin) / Harris County (Houston) / Dallas County (Dallas) / Bexar County (San Antonio)], Texas, for any action arising out of or relating to this Support Policy or the underlying Agreement. Each party waives any objection to venue and any objection based on inconvenient forum.

13. JURY WAIVER

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE 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, UNDER, OR IN CONNECTION WITH THIS SUPPORT POLICY OR THE UNDERLYING AGREEMENT. THIS WAIVER IS A MATERIAL INDUCEMENT FOR THE PARTIES TO ENTER INTO THE AGREEMENT. Each party certifies that no representative of the other party has represented that such party would not seek to enforce this waiver. This waiver shall apply to any subsequent amendments, renewals, or modifications. Texas courts enforce jury waivers in commercial contracts when the waiver is conspicuous, voluntary, and made with knowledge of its consequences. The parties acknowledge that this waiver is set forth in a conspicuous manner and has been knowingly and voluntarily agreed upon.

14. ELECTRONIC SIGNATURES

The parties agree that this Support Policy and any amendments, notices, or documents related hereto may be executed and delivered by electronic signature in accordance with the Texas Uniform Electronic Transactions Act (Tex. Bus. & Com. Code Chapter 322) and the federal Electronic Signatures in Global and National Commerce Act (15 U.S.C. sections 7001-7006). Electronic signatures, whether digital or encrypted, shall be deemed original signatures for all purposes and shall be binding and enforceable. Electronically signed documents shall satisfy any requirement for a written agreement.