Overview

The Training and Support clause details one party's obligation to train the other, and the other's employees, to use the products, software, or services, and to provide continuing support.

The Support Services clause in a software as a service or subscription agreement is similar to the support and maintenance clause in a license agreement. However, in the case of a SAAS agreement maintenance and updates are performed directly on the host platform.

Clause elements

  • Form of support
    • Telephone/online support
    • Number of dedicated contacts
  • Response times
    • Severity 1: system down
    • Severity 2: system seriously affected
    • Severity 3: system moderately affected
    • Severity 4: non-critical issues