Support
Managed System Support & Expansion Terms
Rules for ongoing support, maintenance, reliability fixes, improvement work, expansion planning, exclusions, and cancellation.
These Support & Expansion Terms apply to ongoing support, managed system support, maintenance, improvement, expansion, and related services unless a signed statement of work says otherwise.
Managed System Support & Expansion is intended to help keep useful systems working, improve them over time, and expand them as the business learns what creates value. Support is generally available only for systems Clearstep built, configured, or formally reviewed.
Included Support
The written scope or support plan should define what is included. Support may include:
- Issue review and troubleshooting.
- Small reliability fixes.
- Workflow adjustments.
- Documentation updates.
- User guidance.
- Minor feature improvements.
- AI workflow review.
- Data cleanup guidance.
- Monitoring of known issues.
- Planning for next improvements.
Excluded or Billable Work
Unless included in the support plan, the following are billable or out of scope:
- New features, major rebuilds, new integrations, new portals, or new dashboards.
- Emergency work, after-hours work, weekend work, or urgent work.
- Work caused by client modifications.
- Third-party outages or vendor changes.
- Security incidents caused by client systems or credentials.
- Data migration, regulated-data compliance work, or training beyond included sessions.
- Work on systems Clearstep did not build or review.
Response Times, Emergency Support, and Client Responsibilities
Clearstep does not guarantee response times unless the written scope or support plan states them. Any response window is a target, not a guarantee, unless expressly stated as a service-level commitment.
Emergency support is not included unless stated in the written scope. Emergency, after-hours, weekend, or urgent work may be billed at a higher rate or require separate approval.
The client must provide accurate issue reports, screenshots, steps to reproduce, account access, third-party vendor information, and timely feedback. Clearstep is not responsible for delays caused by missing access, incomplete information, or unavailable client personnel.
Third-Party Systems and Client Modifications
Many systems depend on third-party tools, APIs, vendors, hosting, domains, payment processors, AI providers, email providers, CRMs, or other services. Clearstep is not responsible for third-party outages, pricing changes, feature changes, policy changes, discontinued APIs, account suspensions, or vendor-caused errors.
If the client or another provider modifies the system, code, database, workflows, permissions, hosting, integrations, or third-party configuration, related fixes may be billable and Clearstep may not be responsible for resulting issues.
Monthly Fees, Cancellation, Suspension, and Handoff
Monthly support fees are due in advance unless the written scope says otherwise. Unused support time does not roll over unless the written scope says so. Either party may cancel monthly support with 30 days' written notice unless the written scope says otherwise. Cancellation does not affect fees already earned or due.
Clearstep may suspend support for nonpayment, security risk, abusive conduct, unauthorized data submission, or legal/regulatory risk.
After support ends, Clearstep may provide handoff assistance, documentation, code export, account transition, or migration help if requested and commercially reasonable. Handoff work may be billable unless the written scope says otherwise.