what does Annual Maintenance and Support means

what does Annual Maintenance and Support means

is there any online/offline document that gives you detailed entitlement/SLA of what the $30 per technician AMS is for?

I was only given this via email but i need a more detailed version if there is one

- Unlimited E-Mail Support all round the year on a 24x5 basis

- Telephone support for critical issues. Can be initiated by customer through a Email request or by a call to Australia Toll Free: 1-800-631-268

- Free availability of minor product updates and patches