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SUPPORT_MAINTENANCE_AGREEMENT
Support Agreement Version: 1.0.0
Effective Date: May 6, 2026
Owner: Robert Trenaman | Company: Software Customs Auto Bot Solution
Email: autobotsolution@gmail.com | Location: Flushing, MI, USA
This Support and Maintenance Agreement ("Support Agreement") is entered into between Software Customs Auto Bot Solution ("Company") and the customer ("Customer") for the Aurora AI Framework software.
All rights reserved.
Owner: Robert Trenaman
Company: Software Customs Auto Bot Solution
autobotsolution@gmail.com | Flushing, MI, USA
The Company offers the following support tiers for the Aurora AI Framework:
- Response Time: 24 business hours
- Support Hours: Monday-Friday, 9:00 AM - 5:00 PM EST
- Support Channels: Email only
- Annual Fee: 20% of license fee
- Coverage: Bug fixes, security updates, documentation
- Response Time: 4 business hours
- Support Hours: Monday-Friday, 8:00 AM - 6:00 PM EST
- Support Channels: Email and phone
- Annual Fee: 30% of license fee
- Coverage: All Standard Support plus priority handling
- Response Time: 1 business hour
- Support Hours: 24/7/365 availability
- Support Channels: Phone, email, dedicated portal
- Annual Fee: 40% of license fee
- Coverage: All Premium Support plus dedicated resources
The Company provides the following maintenance services:
- Feature Updates: Quarterly releases with new features and improvements
- Performance Updates: Monthly performance optimizations and enhancements
- Security Updates: Immediate patches for security vulnerabilities
- Documentation Updates: Regular updates to user guides and API documentation
- Automatic Updates: Available through customer portal
- Notification System: Email notifications for available updates
- Update Scheduling: Flexible scheduling for production deployments
- Rollback Support: Assistance with update rollback if needed
- Critical Bugs: Fixed within 48 hours of identification
- Major Bugs: Fixed within 5 business days
- Minor Bugs: Fixed in next scheduled update
- Cosmetic Issues: Addressed in future releases
- Definition: System down, data corruption, security breach
- Standard Support: 24 hours response
- Premium Support: 4 hours response
- Enterprise Support: 1 hour response
- Definition: Major functionality broken, significant performance degradation
- Standard Support: 24 hours response
- Premium Support: 8 hours response
- Enterprise Support: 2 hours response
- Definition: Minor functionality issues, cosmetic problems
- Standard Support: 48 hours response
- Premium Support: 24 hours response
- Enterprise Support: 4 hours response
- Definition: General questions, documentation requests
- Standard Support: 72 hours response
- Premium Support: 48 hours response
- Enterprise Support: 24 hours response
- Standard Support: 5 business days resolution
- Premium Support: 3 business days resolution
- Enterprise Support: 24 hours resolution
- Standard Support: 10 business days resolution
- Premium Support: 5 business days resolution
- Enterprise Support: 3 business days resolution
Customers can report issues through:
- Email Support: support@autobotsolution.com
- Phone Support: [Support Phone Number] (Premium and Enterprise only)
- Customer Portal: https://support.autobotsolution.com (Enterprise only)
- Emergency Hotline: [Emergency Number] (Enterprise only)
Issues are classified based on:
- Business Impact: Effect on operations and revenue
- Technical Severity: Nature and scope of technical problem
- User Impact: Number of users affected
- Workaround Availability: Existence of temporary solutions
- Level 1 Support: Initial triage and basic troubleshooting
- Level 2 Support: Advanced technical support and engineering
- Level 3 Support: Senior engineering and development team
- Management Escalation: Executive involvement for critical issues
Available for Premium and Enterprise support customers:
- Duration: 1-5 days depending on complexity
- Purpose: System setup, configuration, and deployment
- Cost: $5,000.00 USD per day plus travel expenses
- Includes: Dedicated engineer, pre-visit planning, post-visit follow-up
- Administrator Training: 2-day on-site training program
- User Training: 1-day end-user training sessions
- Custom Training: Tailored programs for specific needs
- Cost: $3,000.00 USD per day plus travel expenses
- Response Time: Within 48 hours (Enterprise only)
- Duration: Up to 3 days
- Cost: $7,500.00 USD per day plus travel expenses
- Availability: Enterprise support customers only
- Screen Sharing: Secure remote desktop sessions
- System Diagnostics: Remote system health checks
- Configuration Assistance: Remote configuration support
- Performance Tuning: Remote optimization services
- Secure Connection: Encrypted remote access protocols
- Authentication: Multi-factor authentication required
- Session Recording: All sessions logged and recorded
- Access Control: Role-based access to customer systems
Customers must ensure:
- Hardware Requirements: Minimum system specifications are met
- Software Requirements: Compatible operating systems and dependencies
- Network Requirements: Adequate bandwidth and connectivity
- Security Requirements: Appropriate security measures in place
Customers must:
- Provide Information: Detailed problem descriptions and error logs
- Grant Access: Necessary system access for troubleshooting
- Test Solutions: Implement and test proposed solutions
- Provide Feedback: Confirm resolution and provide satisfaction feedback
Customers are responsible for:
- Data Backup: Regular backup of all important data
- System Backup: System configuration and settings backup
- Recovery Testing: Regular testing of backup and recovery procedures
- Disaster Recovery: Business continuity planning
The Company tracks and reports the following metrics:
- Average Response Time: By priority level and support tier
- Response Time Distribution: Percentage of responses within SLA
- First Contact Resolution: Issues resolved on first contact
- Customer Satisfaction: Post-resolution satisfaction scores
- Average Resolution Time: By issue type and priority
- Resolution Rate: Percentage of issues resolved within SLA
- Reopen Rate: Percentage of resolved issues that require rework
- Escalation Rate: Percentage of issues escalated to higher levels
Customers receive:
- Monthly Reports: Support performance and activity summaries
- Quarterly Reviews: Comprehensive service level reviews
- Annual Reports: Year-end performance analysis and trends
- On-Demand Reports: Custom reports upon request
- Frequency: Monthly maintenance windows
- Duration: Maximum 4 hours per maintenance window
- Notification: Minimum 7 days advance notice
- Timing: Typically scheduled during off-peak hours
- Notification: As soon as practicable (minimum 2 hours when possible)
- Duration: As required to resolve the issue
- Priority: Critical security issues and system failures
- Compensation: Service credits for extended downtime
- Security Updates: As needed, immediate deployment
- Feature Updates: Quarterly releases
- Performance Updates: Monthly releases
- Documentation Updates: As needed
Customers may receive service credits for:
- SLA Violations: Failure to meet response or resolution time commitments
- Extended Downtime: System availability below guaranteed levels
- Repeated Issues: Multiple occurrences of the same problem
- Support Quality: Unsatisfactory support service delivery
- Response Time Violations: 10% of monthly support fee per violation
- Resolution Time Violations: 5% of monthly support fee per violation
- Extended Downtime: Proportional credit based on downtime duration
- Maximum Credit: 100% of monthly support fee
- Request Process: Written request within 30 days of service failure
- Verification: Company verification of service level failure
- Application: Credits applied to next support invoice
- Notification: Written confirmation of credit application
- Standard Support: 20% of annual license fee
- Premium Support: 30% of annual license fee
- Enterprise Support: 40% of annual license fee
- On-Site Support: $5,000.00 USD per day plus expenses
- Training Services: $3,000.00 USD per day plus expenses
- Custom Development: $250.00 USD per hour
- Emergency Support: $1,000.00 USD per incident (Standard tier)
- Billing Frequency: Annual or quarterly billing available
- Payment Due: Within 30 days of invoice date
- Late Payment: 1.5% monthly interest on overdue amounts
- Price Increases: Annual price increases limited to CPI + 2%
- Initial Term: 12 months from effective date
- Renewal Term: Automatic renewal for successive 12-month periods
- Termination Notice: 30 days written notice for non-renewal
- Termination for Cause: Immediate termination for material breach
- Support Cessation: All support services terminate immediately
- Final Billing: Pro-rata billing for partial month
- Data Return: Return of customer data upon request
- Transition Assistance: Reasonable transition assistance available
Both parties agree to maintain confidentiality of:
- Technical Information: System configurations, performance data, error logs
- Business Information: Usage patterns, business requirements, strategic plans
- Personal Information: User credentials, contact information, access details
The Company implements:
- Access Controls: Role-based access to customer systems
- Encryption: End-to-end encryption for data transmission
- Audit Logging: Comprehensive logging of all support activities
- Security Training: Regular security awareness training for support staff
This Support Agreement is governed by the laws of the State of Michigan, USA.
- Good Faith Negotiation: Direct discussion between parties (10 business days)
- Mediation: Professional mediation in Michigan (20 business days)
- Arbitration: Binding arbitration under Michigan rules
All legal proceedings shall be conducted in the courts of Genesee County, Michigan.
Software Customs Auto Bot Solution
- Owner: Robert Trenaman
- Company: Software Customs Auto Bot Solution
- Email: autobotsolution@gmail.com
- Support Email: support@autobotsolution.com
- Support Phone: [Support Phone Number]
- Emergency Phone: [Emergency Phone Number]
- Location: Flushing, MI, USA
- Standard Support: Monday-Friday, 9:00 AM - 5:00 PM EST
- Premium Support: Monday-Friday, 8:00 AM - 6:00 PM EST
- Enterprise Support: 24/7/365
By purchasing support services, the Customer acknowledges that they:
[ ] Have read and understood this Support and Maintenance Agreement [ ] Agree to the support terms and service level commitments [ ] Accept the pricing and payment terms [ ] Understand the customer responsibilities and obligations [ ] Agree to the dispute resolution process
Customer Signature: _________________________ Printed Name: ___________________________ Company: _________________________________ Date: ___________________________________
Company Representative: ___________________ Robert Trenaman, Software Customs Auto Bot Solution Date: ___________________________________
Document Title: Aurora AI Framework - Support and Maintenance Agreement
Version: 1.0.0
Effective Date: May 6, 2026
Owner: Robert Trenaman
Company: Software Customs Auto Bot Solution
Review Date: May 6, 2027
Classification: Commercial - Support Agreement
All rights reserved. © 2026 Software Customs Auto Bot Solution No support services are provided without a valid agreement.
Document Version: 1.0.0
Last Updated: May 6, 2026
Next Review: May 6, 2027