ABSTRACT
Termination and Resumption of Support ☐ Ability to resume support after earlier expiration or termination
Specifications ☐ Support obligations tied to “specifications” rather than “documentation”
Availability ☐ Support available 24/7 if needed
Problem Escalation ☐ Support escalation matrix
Service Levels ☐ Escalation matrix response time service level ☐ Service credits for service level failures
Limitations of Liability
Paid maintenance and support services provide protection following the warranty period. “Support” includes technical support services such as documentation, telephone help desk support, on-site support, and error correction/bug fixes when the software or service doesn’t work in accordance
with the specifications. “Maintenance” would include the vendor’s obligations with respect to keeping the software or service current via updates, upgrades, enhancements, new releases and the like. The following are some key considerations for any maintenance and support agreement.
