1. Scope
This Agreement governs the corrective, preventive and adaptive maintenance services to be provided by CM Apps for the software and environments listed in Annex 1 (the “System”).
2. Service items
Corrective maintenance: analysis and remediation of reported defects. Preventive maintenance: security patches, dependency and framework updates, backup verification, performance observation. Adaptive maintenance: minor improvements and configuration changes, within the monthly hour pool. Monitoring: setup and follow-up of uptime and error tracking tools. Advisory: [1] meeting per month for roadmap and technical questions.
3. Monthly hour pool
The agreement fee covers a work pool of [__] hours per month. Unused hours [do not carry over / carry over for at most 1 month]. Hours beyond the pool are invoiced, subject to prior approval, at an hourly rate of [__ TRY/EUR/USD]. An hour usage report is shared at the end of each month.
4. Support channels and times
Requests are opened via the [support portal / email]. Priority levels and response targets are applied in accordance with the Service Level Agreement. Support hours: [Weekdays 09:00 to 18:00 Europe/Istanbul]; extended hours are available on request and subject to an additional fee.
5. Out of scope
Development of new modules and major features, large-scale adaptations resulting from changes to third-party systems, data entry and content management, issues caused by unapproved changes made by the Customer, training and on-site services are out of scope and are provided under a separate Statement of Work.
6. Customer obligations
To provide the necessary access to test and production environments, to report issues in a reproducible manner, to approve the application of security updates, and to designate a single technical point of contact.
7. Fees and term
The monthly maintenance fee is [__] and is invoiced in advance each month. The Agreement has a term of [12] months and renews unless notice is given [60] days in advance. The fee may be adjusted in renewal periods at the rate of [CPI / __%].
8. Expiry and handover
When the Agreement ends, CM Apps delivers the current source code, deployment documentation, access credentials and the list of open requests to the Customer or a third party designated by the Customer within [15] business days, and provides [1] month of handover support.