Support and SLA Addendum

Support tiers, response windows, severity levels, escalation, maintenance, availability, and partner obligations.

1. Purpose

This addendum defines commercial support expectations for aisecurity.llc products, partner programs, enterprise licenses, OEM integrations, MSSP services, and private deployments.

2. Support Tiers

Support tiers may include:

Standard
Premium
Enterprise
Strategic OEM
Air-Gapped Support

The applicable tier must be stated in the order form.

3. Support Channels

Support channels may include:

email
ticketing system
shared partner channel
scheduled calls
emergency escalation
private support portal

The order form should specify approved channels.

4. Severity Levels

Severity 1 means a production partner or enterprise deployment is materially unavailable or blocking critical customer operations.

Severity 2 means a major function is impaired, but a workaround exists.

Severity 3 means a non-critical issue, integration problem, documentation issue, or degraded function.

Severity 4 means general guidance, feature request, advisory support, or non-urgent question.

5. Response Targets

Example response targets:

Standard: business-hours response
Premium: priority business-hours response
Enterprise: negotiated response targets
Strategic OEM: negotiated escalation path
Air-gapped: special diagnostic and reproduction process

Response targets are not resolution guarantees unless explicitly stated.

6. Partner Support Boundary

For OEM, MSSP, reseller, and white-label programs:

partner usually provides first-line customer support
aisecurity.llc provides partner-facing second-line support
customer-facing support by aisecurity.llc requires separate agreement
partner must provide logs, reproduction steps, version information, and scope details

7. Maintenance

aisecurity.llc may provide:

binary updates
rule updates
schema updates
security fixes
documentation updates
compatibility notices
deprecation notices

8. Exclusions

Support does not include:

unsupported modifications
unauthorized deployments
customer misuse
unsupported versions
reverse-engineered packaging
third-party system outages
unlawful scan activity
custom development unless contracted
incident response unless contracted
legal advice

9. Customer Responsibilities

Customers and partners are responsible for:

maintaining approved versions
protecting license keys
providing reproducible issues
keeping scan scope authorized
maintaining local environments
applying updates
ensuring data backups
managing third-party dependencies

10. Security Fixes

Security fixes may require urgent update.

Partners must not continue distributing known vulnerable versions after reasonable notice unless constrained by customer environment requirements.

11. Air-Gapped Support

Air-gapped deployments require special support terms because aisecurity.llc may not have direct access to logs, telemetry, environment data, or update channels.

Air-gapped support should specify:

diagnostic bundle process
offline update process
reproduction process
severity handling
environment responsibility
secure transfer method

12. Suggested Order Form Fields

Support terms should specify:

tier
channels
response targets
named contacts
escalation path
supported products
supported versions
support hours
excluded services
emergency process
renewal terms