Enterprise Software Support Policy

ENTERPRISE SOFTWARE SUPPORT POLICY

Provider: [________________________________]

Customer: [________________________________]

Effective Date: [__/__/____]

Master Agreement Reference: [________________________________]

Support Policy Version: [____]

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ARTICLE 1: DEFINITIONS

1.1 "Business Day" means Monday through Friday, excluding Washington state holidays and federal holidays observed by Provider.

1.2 "Business Hours" means 8:00 AM to 6:00 PM Pacific Time on Business Days, unless otherwise specified by Support Tier.

1.3 "Customer Contact" means an individual designated by Customer and authorized to submit support requests on Customer's behalf.

1.4 "Designated Support Representative" or "DSR" means Provider's assigned support engineer or technical account manager for Enterprise Tier customers.

1.5 "First Response Time" means the elapsed time between receipt of a properly submitted support request and Provider's initial substantive response.

1.6 "Incident" means any unplanned interruption to, or reduction in quality of, the Software or Services.

1.7 "Known Issue" means a previously identified Incident for which Provider has documented a workaround or is actively developing a resolution.

1.8 "Resolution" means the restoration of the Software or Services to normal operating condition, implementation of a reasonable workaround, or determination that no further action is required.

1.9 "Resolution Target" means the target timeframe for achieving Resolution, measured from the time of initial First Response.

1.10 "Scheduled Maintenance" means planned downtime for system updates, patches, security improvements, or infrastructure maintenance.

1.11 "Service Level Agreement" or "SLA" means the performance commitments set forth in Article 4 of this Support Policy.

1.12 "Software" means the enterprise software application(s) licensed to Customer under the Master Agreement.

1.13 "Support Portal" means Provider's online customer support system accessible at: [________________________________]

1.14 "Support Request" or "Ticket" means a formal request for technical assistance submitted through an authorized support channel.

1.15 "Supported Version" means the current production release and the two (2) immediately preceding major releases of the Software.

1.16 "Workaround" means a temporary solution that enables Customer to continue operations while a permanent Resolution is developed.

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ARTICLE 2: SUPPORT TIER DEFINITIONS

2.1 Standard Support Tier

☐ Eligibility: Included with all active software licenses

☐ Support Hours: Business Hours (8:00 AM - 6:00 PM Pacific Time, Monday-Friday)

☐ Support Channels: Email and Support Portal only

☐ Customer Contacts: Up to [____] designated contacts

☐ Response Commitment: Per SLA schedule in Article 4

☐ Designated Support Representative: Not included

☐ Proactive Monitoring: Not included

☐ Quarterly Business Reviews: Not included

☐ Training Credits: Not included

☐ Annual Support Fee: [________________________________]

2.2 Premium Support Tier

☐ Eligibility: Available for additional fee or included with Premium licenses

☐ Support Hours: Extended hours (6:00 AM - 10:00 PM Pacific Time, Monday-Friday)

☐ Support Channels: Email, Support Portal, and telephone

☐ Customer Contacts: Up to [____] designated contacts

☐ Response Commitment: Accelerated per SLA schedule in Article 4

☐ Designated Support Representative: Shared pool of senior engineers

☐ Proactive Monitoring: Quarterly system health checks

☐ Quarterly Business Reviews: Upon request

☐ Training Credits: [____] hours annually

☐ Annual Support Fee: [________________________________]

2.3 Enterprise Support Tier

☐ Eligibility: Available for Enterprise customers with qualifying annual spend

☐ Support Hours: 24 hours per day, 7 days per week, 365 days per year (24/7/365)

☐ Support Channels: Email, Support Portal, telephone, and dedicated Slack/Teams channel

☐ Customer Contacts: Unlimited designated contacts

☐ Response Commitment: Priority handling per SLA schedule in Article 4

☐ Designated Support Representative: Named Technical Account Manager (TAM)

☐ Proactive Monitoring: Real-time monitoring with automated alerting

☐ Quarterly Business Reviews: Included (minimum quarterly)

☐ Training Credits: [____] hours annually

☐ Architecture Review: Annual infrastructure and optimization review

☐ Early Access Program: Access to beta features and roadmap previews

☐ Annual Support Fee: [________________________________]

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ARTICLE 3: SUPPORT HOURS AND AVAILABILITY

3.1 Standard Support Hours

Support Tier	Hours of Operation	Days of Operation
Standard	8:00 AM - 6:00 PM PT	Monday - Friday
Premium	6:00 AM - 10:00 PM PT	Monday - Friday
Enterprise	24 hours	7 days per week

3.2 Holiday Schedule

Provider observes the following holidays during which Standard and Premium support may be limited:

☐ New Year's Day
☐ Martin Luther King Jr. Day
☐ Presidents' Day
☐ Memorial Day
☐ Independence Day
☐ Labor Day
☐ Thanksgiving Day
☐ Day after Thanksgiving
☐ Christmas Eve
☐ Christmas Day

Note: Enterprise Tier customers receive 24/7/365 coverage including holidays; however, P3 and P4 issues submitted during holidays will be addressed on the next Business Day.

3.3 After-Hours Support

Standard Tier: After-hours support not available. Requests submitted outside Business Hours will be addressed on the next Business Day.

Premium Tier: P1 Critical issues may be escalated after-hours by calling: [________________________________]. Additional fees may apply.

Enterprise Tier: Full 24/7/365 support for all priority levels included.

3.4 Time Zone

All times referenced in this Support Policy are in Pacific Time (PT), which observes Pacific Standard Time (PST/UTC-8) and Pacific Daylight Time (PDT/UTC-7) as applicable.

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ARTICLE 4: SERVICE LEVEL AGREEMENTS

4.1 First Response Time Commitments

Priority	Standard Tier	Premium Tier	Enterprise Tier
P1 - Critical	4 Business Hours	1 Hour	15 Minutes
P2 - High	8 Business Hours	4 Business Hours	1 Hour
P3 - Medium	2 Business Days	1 Business Day	4 Business Hours
P4 - Low	5 Business Days	2 Business Days	1 Business Day

4.2 Resolution Target Commitments

Priority	Standard Tier	Premium Tier	Enterprise Tier
P1 - Critical	8 Business Hours	4 Hours	2 Hours
P2 - High	3 Business Days	8 Business Hours	4 Business Hours
P3 - Medium	10 Business Days	5 Business Days	2 Business Days
P4 - Low	30 Business Days	15 Business Days	5 Business Days

4.3 Resolution Target Clarifications

(a) Resolution Targets represent good-faith objectives, not guaranteed outcomes. Actual resolution times may vary based on issue complexity, third-party dependencies, and Customer responsiveness.

(b) Resolution may include implementation of a Workaround that restores reasonable functionality while a permanent fix is developed.

(c) Resolution Targets pause when:

• Provider is awaiting information or action from Customer
• Issue is determined to be caused by Customer's systems, configuration, or third-party integrations
• Provider cannot reproduce the issue despite reasonable efforts

(d) Provider will communicate expected resolution timelines and any delays in writing through the Support Portal.

4.4 Service Credits (Enterprise Tier Only)

If Provider fails to meet First Response Time commitments for P1 Critical issues three (3) or more times in any calendar month, Enterprise Tier Customer is entitled to a service credit equal to [____]% of monthly support fees for that month.

Service Credit Request Procedure:

1. Customer must request service credits within thirty (30) days of the month in which the SLA failure occurred
2. Request must be submitted in writing to: [________________________________]
3. Provider will verify the claim and issue credits within thirty (30) days of verified request
4. Service credits will be applied to the next invoice or refunded upon termination
5. Maximum service credits per month: [____]% of monthly support fees

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ARTICLE 5: ISSUE CLASSIFICATION AND PRIORITY LEVELS

5.1 Priority Level Definitions

P1 - Critical
☐ Complete system outage or catastrophic failure affecting all users
☐ Core functionality completely unavailable with no workaround
☐ Security breach or data loss in progress
☐ System performance degradation affecting business-critical operations
☐ Compliance or regulatory deadline at immediate risk

Examples: Production database corruption, authentication system failure, active security incident, complete application unavailability

P2 - High
☐ Major functionality impaired affecting significant portion of users
☐ System operational but with severe limitations
☐ Workaround available but significantly impacts productivity
☐ Key business processes cannot be completed as designed
☐ Data integrity concerns requiring immediate investigation

Examples: Reports not generating, integration failures with critical systems, performance degradation affecting multiple users, intermittent outages

P3 - Medium
☐ Non-critical functionality impaired or unavailable
☐ Issue affects limited users or non-essential processes
☐ Acceptable workaround available
☐ Cosmetic issues affecting user experience
☐ Documentation errors or clarification requests

Examples: Minor feature bugs, UI inconsistencies, slow performance in non-critical areas, single-user issues with workarounds available

P4 - Low
☐ General questions or "how-to" inquiries
☐ Feature requests and enhancement suggestions
☐ Minor cosmetic issues not affecting functionality
☐ Requests for configuration changes or customization guidance
☐ Training or best practice inquiries

Examples: Feature enhancement requests, cosmetic improvements, training questions, license allocation inquiries

5.2 Priority Assignment

(a) Initial Classification: Customer may suggest initial priority level when submitting a Support Request. Provider reserves the right to adjust priority based on objective criteria in Section 5.1.

(b) Priority Disputes: If Customer disagrees with Provider's priority classification, Customer may request re-evaluation by contacting their Designated Support Representative (Premium/Enterprise) or submitting a priority escalation request through the Support Portal (Standard).

(c) Priority Upgrades: Provider may upgrade priority at any time if circumstances warrant. Priority downgrades require Customer notification and, for P1 or P2 issues, Customer acknowledgment.

(d) Business Impact Statement: For P1 and P2 issues, Customer must provide a written business impact statement describing the operational effect of the issue.

5.3 Priority Matrix

Impact / Urgency	High Urgency	Medium Urgency	Low Urgency
Catastrophic (entire system/all users)	P1	P1	P2
Major (significant users/functions)	P1	P2	P3
Minor (limited users/functions)	P2	P3	P4
Trivial (cosmetic/enhancement)	P3	P4	P4

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ARTICLE 6: COMMUNICATION CHANNELS

6.1 Support Portal (All Tiers)

URL: [________________________________]

Capabilities:
☐ Submit new Support Requests
☐ Track status of open tickets
☐ View ticket history and communications
☐ Access knowledge base and documentation
☐ Download software updates and patches (Supported Versions)
☐ View system status and planned maintenance schedule

Availability: 24/7 (subject to Scheduled Maintenance)

6.2 Email Support (All Tiers)

Support Email: [________________________________]

Requirements:
☐ Use registered Customer Contact email address
☐ Include Master Agreement or Customer ID in subject line
☐ Provide detailed issue description
☐ Attach relevant screenshots, logs, or error messages

Response: Email submissions will generate a Support Portal ticket and receive automated acknowledgment within fifteen (15) minutes.

6.3 Telephone Support (Premium and Enterprise Tiers)

Standard Support Number: [________________________________]

Enterprise Priority Line: [________________________________]

Requirements:
☐ Caller must be an authorized Customer Contact
☐ Have Customer ID and affected system information ready
☐ For P1 issues, be prepared to participate in troubleshooting session

Call Recording: Provider may record support calls for quality assurance and training purposes. Continued participation constitutes consent to recording.

6.4 Dedicated Communication Channel (Enterprise Tier Only)

Platform: ☐ Slack ☐ Microsoft Teams ☐ Other: [________________________________]

Channel Name/ID: [________________________________]

Usage Guidelines:
☐ For real-time communication with assigned Technical Account Manager
☐ May be used for P1/P2 initial reporting (must also create formal ticket)
☐ Project coordination and proactive updates
☐ Not a substitute for formal Support Portal tickets

6.5 On-Site Support

On-site support is not included in any support tier. On-site services may be arranged separately through Professional Services engagement. Contact: [________________________________]

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ARTICLE 7: ESCALATION PROCEDURES

7.1 Standard Escalation Path

Level 1 - Initial Support

• Frontline support engineer
• Basic troubleshooting and known issue identification
• Knowledge base and documentation review

Level 2 - Advanced Support

• Senior support engineer
• Complex technical investigation
• Log analysis and diagnostic review
• Coordination with development team

Level 3 - Engineering Support

• Development team engagement
• Code-level investigation
• Hotfix development and deployment
• Architecture consultation

Level 4 - Executive Escalation

• VP of Customer Success or equivalent
• Cross-functional resource coordination
• Contractual or relationship concerns
• Major incident management

7.2 Automatic Escalation Triggers

The following conditions will trigger automatic escalation:

Condition	Escalation Action
P1 issue not acknowledged within SLA	Escalate to Level 2 + notify Support Management
P1 issue unresolved after 2 hours (Enterprise)	Escalate to Level 3 + notify VP Engineering
P1 issue unresolved after 4 hours (Enterprise)	Executive briefing + dedicated war room
P2 issue unresolved after 24 hours	Escalate to Level 2 + notify Support Management
Any issue unresolved beyond 2x Resolution Target	Escalate one level + Customer notification
Customer requests escalation	Immediate review by Support Management

7.3 Customer-Initiated Escalation

Standard Tier:

• Submit escalation request through Support Portal
• Include ticket number and escalation justification
• Escalations reviewed within one (1) Business Day

Premium Tier:

• Contact Support Manager directly: [________________________________]
• Or request escalation during any support interaction
• Escalations reviewed within four (4) Business Hours

Enterprise Tier:

• Contact Technical Account Manager directly
• Or call Enterprise Priority Line: [________________________________]
• Or email: [________________________________]
• Escalations reviewed within one (1) hour

7.4 Executive Escalation Contacts

Role	Name	Email	Phone
Director of Support	[________________________________]	[________________________________]	[________________________________]
VP of Customer Success	[________________________________]	[________________________________]	[________________________________]
Chief Operating Officer	[________________________________]	[________________________________]	[________________________________]

7.5 Major Incident Management (Enterprise Tier)

For P1 Critical issues affecting Enterprise Tier customers:

(a) War Room Activation: Provider will establish dedicated communication channel within thirty (30) minutes of P1 confirmation

(b) Status Updates: Provider will provide written status updates every [____] minutes until Resolution or downgrade to P2

(c) Bridge Call: Customer may request continuous bridge call with engineering team

(d) Post-Incident Review: Provider will conduct Root Cause Analysis (RCA) and deliver written report within [____] Business Days of Resolution

(e) Executive Sponsor: Provider executive will be assigned as incident sponsor for any P1 exceeding four (4) hours

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ARTICLE 8: MAINTENANCE WINDOWS AND SCHEDULED DOWNTIME

8.1 Standard Maintenance Window

Regular Maintenance Window:

• Day: [________________________________] (e.g., Sunday)
• Time: [________________________________] to [________________________________] Pacific Time
• Typical Duration: Up to [____] hours
• Frequency: [________________________________] (e.g., Weekly, Bi-weekly, Monthly)

Maintenance Activities May Include:
☐ Security patches and updates
☐ Performance optimizations
☐ Database maintenance and optimization
☐ Infrastructure updates
☐ Minor feature deployments
☐ Certificate renewals

8.2 Notification Requirements

Maintenance Type	Minimum Notice	Notification Method
Standard (within window)	72 hours	Email + Support Portal
Emergency Security Patch	24 hours when possible	Email + Support Portal + Status Page
Major Upgrade	14 days	Email + Support Portal + Direct Contact
Infrastructure Migration	30 days	Email + Support Portal + Direct Contact
Unplanned Emergency	As soon as practicable	Email + Support Portal + Status Page

8.3 Notification Content

All maintenance notifications will include:

☐ Scheduled start date and time (with time zone)
☐ Expected duration and end time
☐ Services/features affected
☐ Expected user impact (full outage, degraded performance, etc.)
☐ Actions required by Customer (if any)
☐ Support contact for questions

8.4 Maintenance Exclusion Periods

Provider will use commercially reasonable efforts to avoid scheduled maintenance during:

☐ Customer's identified critical business periods (with 30-day advance notice from Customer)
☐ Major US holidays
☐ Month-end/quarter-end periods (last 3 Business Days)
☐ Customer's fiscal year-end (with advance notification)

Request Maintenance Exclusion: [________________________________]

8.5 Unplanned Downtime

(a) Definition: Any service unavailability not scheduled in accordance with Section 8.2.

(b) Communication: Provider will post updates to system status page and notify Customer Contacts via email within thirty (30) minutes of confirmed unplanned downtime.

(c) Status Updates: Provider will provide status updates every thirty (30) minutes during unplanned downtime events.

(d) Post-Incident Communication: Provider will deliver incident summary within one (1) Business Day and full RCA within five (5) Business Days for any unplanned downtime exceeding one (1) hour.

8.6 System Status Page

URL: [________________________________]

Features:
☐ Real-time service status
☐ Historical uptime metrics
☐ Scheduled maintenance calendar
☐ Incident history and RCA summaries
☐ Subscribe for automated alerts

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ARTICLE 9: CUSTOMER RESPONSIBILITIES

9.1 General Obligations

Customer agrees to:

☐ Maintain current contact information for all Customer Contacts in the Support Portal

☐ Ensure Customer Contacts are technically qualified to describe issues and implement provided solutions

☐ Respond to Provider inquiries within the following timeframes:

• P1 issues: Within one (1) hour
• P2 issues: Within four (4) hours
• P3/P4 issues: Within two (2) Business Days

☐ Provide accurate and complete information when submitting Support Requests, including:

• Detailed issue description
• Steps to reproduce (if applicable)
• Error messages and screenshots
• System configuration and version information
• Business impact statement (P1/P2)

☐ Attempt reasonable self-service troubleshooting using knowledge base resources before submitting Support Requests

☐ Maintain Software on a Supported Version (current release or two immediately preceding major releases)

☐ Implement Provider-recommended patches and updates within [____] days of release

☐ Maintain appropriate backup and disaster recovery procedures for Customer data

☐ Ensure Customer's infrastructure meets minimum system requirements as documented

9.2 Access and Cooperation

Customer agrees to:

☐ Provide Provider with reasonable access to systems, logs, and configuration information necessary to diagnose and resolve issues

☐ Designate a Customer technical resource to work with Provider during troubleshooting

☐ For P1 issues, ensure designated resource is available continuously until Resolution

☐ Implement Provider-recommended Workarounds promptly while permanent Resolution is developed

☐ Test and validate fixes in non-production environment before production deployment (when applicable)

☐ Provide timely feedback on implemented solutions

9.3 Environment Management

Customer is responsible for:

☐ All hardware, operating systems, networks, and infrastructure supporting the Software

☐ Third-party software integrations and custom code

☐ User training and internal first-level support

☐ Security of Customer credentials and access controls

☐ Compliance with Software licensing terms

☐ Data backup, retention, and recovery

9.4 Consequences of Non-Compliance

Provider's support obligations may be suspended or modified if Customer:

(a) Fails to maintain Software on a Supported Version
(b) Makes unauthorized modifications to the Software
(c) Fails to respond to Provider inquiries within required timeframes
(d) Denies Provider necessary system access
(e) Fails to implement critical security patches within [____] days

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ARTICLE 10: EXCLUSIONS FROM SUPPORT

10.1 Items Not Covered by Support

This Support Policy does not cover:

☐ Unsupported Versions: Software versions older than the two immediately preceding major releases

☐ Modified Software: Issues arising from Customer modifications, customizations, or integrations not performed or approved by Provider

☐ Third-Party Components: Hardware, operating systems, databases, browsers, or third-party software not provided by Provider

☐ Customer Infrastructure: Network connectivity, firewalls, load balancers, or other Customer-managed infrastructure

☐ Customer Data Issues: Data entry errors, data quality issues, or data migration problems not caused by Software defects

☐ External Factors: Issues caused by acts of God, natural disasters, utility failures, or other force majeure events

☐ Abuse or Misuse: Issues resulting from use of Software in violation of documentation, license terms, or applicable law

☐ Training: General training or education on Software use (training services available separately)

☐ Custom Development: Development of new features, custom reports, or integrations

☐ Consulting Services: Business process analysis, optimization recommendations, or strategic guidance

☐ Data Recovery: Recovery of Customer data from Customer-managed backups

☐ Performance Issues: Caused by Customer infrastructure failing to meet documented minimum requirements

10.2 Out-of-Scope Assistance

Provider may, at its sole discretion, provide limited assistance for out-of-scope items on a time-and-materials basis at Provider's then-current Professional Services rates.

Current Professional Services Rate: $[____] per hour

Requests for out-of-scope assistance will be documented in a separate Statement of Work.

10.3 End of Support

When a Software version reaches end-of-support status:

(a) Provider will provide at least six (6) months' advance notice
(b) Provider will offer upgrade assistance and migration support
(c) After end-of-support date, Provider has no obligation to provide support, patches, or updates for that version
(d) Customer may purchase Extended Support for end-of-life versions at Provider's then-current rates (subject to availability)

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ARTICLE 11: SUPPORT TERM AND RENEWAL

11.1 Initial Term

This Support Policy is effective as of the Effective Date and continues for an initial term of [____] months/year(s), co-terminus with the Master Agreement.

11.2 Renewal

(a) Automatic Renewal: Unless terminated in accordance with Section 11.3, this Support Policy will automatically renew for successive [____]-month/year periods.

(b) Renewal Notice: Provider will provide written notice of renewal terms and any fee adjustments at least [____] days prior to renewal date.

(c) Fee Adjustments: Support fees may increase upon renewal by no more than [____]% annually, or the Consumer Price Index (CPI) increase for the Seattle-Tacoma-Bellevue metropolitan area, whichever is greater. Fee increases exceeding this amount require mutual written agreement.

11.3 Termination

(a) Termination for Convenience: Either party may terminate this Support Policy by providing [____] days' written notice prior to the end of the then-current term.

(b) Termination for Cause: Either party may terminate this Support Policy immediately upon written notice if the other party:

• Materially breaches this Support Policy and fails to cure within thirty (30) days of written notice
• Becomes insolvent, files for bankruptcy, or ceases normal business operations

(c) Effect on Master Agreement: Termination of this Support Policy does not automatically terminate the Master Agreement, but Customer acknowledges that use of Software without active support may be subject to additional terms.

11.4 Effect of Termination

Upon termination:

☐ Provider will complete work on any open P1 or P2 tickets in progress at time of termination notice

☐ Customer will have [____] days to download any data or reports from the Support Portal

☐ Customer's access to Support Portal will be disabled [____] days after termination effective date

☐ Confidentiality obligations survive termination

11.5 Reinstatement

If Customer allows support to lapse and later wishes to reinstate:

(a) Customer must bring all Software installations to a currently Supported Version
(b) Customer must pay reinstatement fee equal to [____]% of annual support fees
(c) Provider may require system assessment before resuming support
(d) Provider reserves the right to decline reinstatement

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ARTICLE 12: WASHINGTON STATE CONSUMER PROTECTION CONSIDERATIONS

12.1 Consumer Protection Act Compliance

Provider acknowledges its obligations under Washington's Consumer Protection Act (RCW Chapter 19.86) and represents that:

(a) This Support Policy and Provider's performance hereunder do not constitute unfair or deceptive acts or practices in the conduct of trade or commerce as prohibited by RCW 19.86.020.

(b) All service level commitments, response times, and resolution targets stated herein represent Provider's good-faith performance objectives.

(c) Provider will not make any false, misleading, or deceptive representations regarding the scope, quality, or availability of support services.

(d) Any material changes to support terms during an active term will be communicated in writing with at least thirty (30) days' advance notice.

12.2 Unfair Practices Prohibited

Provider agrees not to:

☐ Impose undisclosed fees or charges for support services

☐ Unilaterally reduce support service levels without notice and opportunity to terminate

☐ Misrepresent the qualifications of support personnel

☐ Fail to honor documented service level commitments without appropriate remediation

☐ Engage in any practice that would violate the Washington Consumer Protection Act

12.3 Customer Remedies

(a) Contractual Remedies: Customer's remedies for Provider's breach of this Support Policy are limited to those set forth in the Master Agreement.

(b) Statutory Remedies: Nothing in this Support Policy limits Customer's rights under applicable Washington law, including but not limited to remedies available under RCW 19.86 for unfair or deceptive practices.

(c) Attorney General Complaints: Customers may file complaints with the Washington State Attorney General's Consumer Protection Division regarding suspected unfair or deceptive practices.

12.4 Electronic Signatures

This Support Policy and any amendments may be executed electronically in accordance with the Washington Electronic Authentication Act (RCW 19.34) and the federal Electronic Signatures in Global and National Commerce Act (ESIGN), 15 U.S.C. § 7001 et seq.

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ARTICLE 13: GENERAL PROVISIONS

13.1 Governing Law

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

13.2 Venue and Jurisdiction

Any legal action arising out of or relating to this Support Policy shall be brought exclusively in the state or federal courts located in King County, Washington. Both parties consent to the personal jurisdiction of such courts.

13.3 Entire Agreement

This Support Policy, together with the Master Agreement and any exhibits or schedules attached hereto, constitutes the entire agreement between the parties concerning the subject matter hereof and supersedes all prior or contemporaneous agreements, understandings, negotiations, and discussions.

13.4 Amendment

This Support Policy may be amended only by written instrument signed by authorized representatives of both parties, except that Provider may update support processes and procedures that do not materially diminish the level of support provided.

13.5 Notices

All notices under this Support Policy shall be in writing and delivered to:

Provider:
[________________________________]
[________________________________]
[________________________________]
Email: [________________________________]

Customer:
[________________________________]
[________________________________]
[________________________________]
Email: [________________________________]

13.6 Severability

If any provision of this Support Policy is held to be invalid or unenforceable, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

13.7 Waiver

The failure of either party to enforce any provision of this Support Policy shall not constitute a waiver of such provision or the right to enforce it at a later time.

13.8 Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under this Support Policy due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemic, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

13.9 Assignment

Customer may not assign this Support Policy without Provider's prior written consent, which shall not be unreasonably withheld. Provider may assign this Support Policy to an affiliate or in connection with a merger, acquisition, or sale of substantially all of its assets.

13.10 Independent Contractors

The parties are independent contractors. Nothing in this Support Policy creates any agency, partnership, joint venture, or employment relationship between the parties.

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ARTICLE 14: SIGNATURES

By signing below, the parties acknowledge that they have read, understand, and agree to be bound by this Enterprise Software Support Policy.

PROVIDER

Signature: [________________________________]

Printed Name: [________________________________]

Title: [________________________________]

Date: [__/__/____]

CUSTOMER

Signature: [________________________________]

Printed Name: [________________________________]

Title: [________________________________]

Date: [__/__/____]

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EXHIBIT A: CUSTOMER CONTACT AUTHORIZATION

The following individuals are authorized Customer Contacts for support purposes:

Name	Title	Email	Phone	Primary Contact
[________________________________]	[________________________________]	[________________________________]	[________________________________]	☐ Yes ☐ No
[________________________________]	[________________________________]	[________________________________]	[________________________________]	☐ Yes ☐ No
[________________________________]	[________________________________]	[________________________________]	[________________________________]	☐ Yes ☐ No
[________________________________]	[________________________________]	[________________________________]	[________________________________]	☐ Yes ☐ No
[________________________________]	[________________________________]	[________________________________]	[________________________________]	☐ Yes ☐ No

Customer Authorization:

Signature: [________________________________]

Date: [__/__/____]

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EXHIBIT B: SYSTEM INFORMATION

Primary Application Instance:

System Name: [________________________________]

Environment: ☐ Production ☐ Staging ☐ Development

Version: [________________________________]

Hosting: ☐ Provider-Hosted (SaaS) ☐ Customer-Hosted (On-Premises) ☐ Hybrid

URL (if applicable): [________________________________]

Additional Environments:

Environment Name	Type	Version	Hosting
[________________________________]	[________________________________]	[________________________________]	[________________________________]
[________________________________]	[________________________________]	[________________________________]	[________________________________]
[________________________________]	[________________________________]	[________________________________]	[________________________________]

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EXHIBIT C: SUPPORT TIER SELECTION

Customer has selected the following support tier:

☐ Standard Support
Annual Fee: $[________________________________]

☐ Premium Support
Annual Fee: $[________________________________]

☐ Enterprise Support
Annual Fee: $[________________________________]

Payment Terms:

☐ Annual payment in advance
☐ Quarterly payments
☐ Monthly payments
☐ Other: [________________________________]

Billing Contact:

Name: [________________________________]

Email: [________________________________]

Phone: [________________________________]

Billing Address:
[________________________________]
[________________________________]
[________________________________]

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This Enterprise Software Support Policy template is provided for informational purposes only and does not constitute legal advice. Washington businesses should consult with a licensed Washington attorney to ensure compliance with all applicable state and federal laws, including RCW 19.86 (Consumer Protection Act) and RCW 19.34 (Electronic Authentication Act).