Contract boundary
Make support measurable before production.
An executed Enterprise Licence and services schedule must state the rights granted, what is supported, who may access the environment and what the organisation receives at handover.
- Versions
- Supported releases, dependencies, environments and maintenance period.
- Branding rights
- Permitted removal, replacement, co-branding, white-labelling and use of each party’s marks.
- Support
- Hours, channels, severity definitions, response targets and escalation.
- Access
- Remote-access rules, approvals, logs, telemetry and confidentiality boundary.
- Delivery
- Configuration, integrations, migration, testing, documentation and acceptance criteria.
- Exit
- Exports, customer-owned artefacts, knowledge transfer and transition assistance.