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