1. Severity Level Definitions
1.1. “Severity 1” is an emergency production situation where the Product is totally inoperable or fails catastrophically and there is no workaround;
1.2. “Severity 2” is a detrimental situation (and there is no workaround) where (a) performance degrades substantially under reasonable loads causing a severe impact on use, (b) the Product is usable but materially incomplete; or (c) one or more mainline functions or commands is inoperable;
1.3. “Severity 3” is where the Product is usable, but does not provide a function in the most convenient manner; and the Customer suffers little or no significant impact.
1.4. “Severity 4” is a minor problem or documentation error, which is reasonably correctable by a Documentation change or by a future Maintenance release.
2. Maintenance Terms
2.1. The Maintenance terms are located at https://www.greenparrot.io/legal/maintenance-terms.
3. Green Parrot Maintenance Service Levels
3.1. Maintenance Service Levels
Except if otherwise listed in an Order, the following service levels apply to the following Green Parrot Platform
MAINTENANCE LEVEL Professional (includes Updates) Enterprise (includes Updates)
Service Hours**:
24 Hours/Day, 7 Days/Week
Initial Response: Severity 1: 4 business Hours
Severity 2: 4 Business Hours Severity 1: 1 hour
Severity 2: 2 hours
Severity 3: 1 business day
Target Resolution: Severity 1: 48 Hours
Severity 2: 5 Days
Severity 3: Next Major Release Severity 1: 36 Hours
Severity 2: 3 Days
Severity 3: Next Major Release
Frequency of Status* updates Sev 1 – ongoing
Sev 2 – each business day, or as agreed to with customer Sev 1 – ongoing
Sev 2 – each business day, or as agreed to with customer
Support Contact No No
Number of Cases Unlimited Unlimited
Number of Authorized Contacts: Unlimited Unlimited
*Green Parrot Support will use reasonable efforts to keep the Customer updated at the frequency described above, while the issue is pending investigation by Green Parrot. This frequency objective stated will not apply when Green Parrot is waiting for information from the Customer. The frequency of follow-ups may be adjusted by mutual agreement between the Customer and Green Parrot Support.
The following is a list of features included in the Green Parrot Enterprise Maintenance level:
• Priority queuing
• Priority Escalation Processing
• SME-Led Sessions / Office Hours
• Case Resolution Analysis for Sev-1 Issues
** Services hours exclude holidays published on the Green Parrot Support Portal (https://support.greenparrot.io/
For availability of the Cloud Service components in Green Parrot Platform, see section 4.2 below.
3.2. Green Parrot Product Maintenance Service Levels – All other Green Parrot branded Products are subject to the following service levels:
MAINTENANCE LEVEL Updates Only Bronze
(includes Updates) Silver
(includes Updates) Gold
(includes Updates)
Service Hours**:
N/A 9am-5pm, Monday-Friday Service hours are based on PST, EST, CST, CET, MST, GMT, GMT+5:30, GMT+8:00, GMT+9:00, DST,
AEST time zones. Based on the time zone you are assigned, services hours exclude holidays in the U.S.,,
and India.
24 Hours/Day, 7 Days/Week
Initial Response:
N/A Severity 1 & 2: 4 Business Hours
Severity 1 & 2: 4 Hours Severity 1: 1 Hour
Severity 2: 2 Hours
Target Resolution:
N/A Severity 1: 48 Hours
Severity 2: 5 Days Severity 3: Next Major Release Severity 1: 48 Hours
Severity 2: 5 Days Severity 3: Next Major Release Severity 1: 36 Hours
Severity 2: 3 Days Severity 3: Next Major Release
Authorized Contacts: N/A Unlimited Unlimited Unlimited
** Services hours exclude holidays published on the Green Parrot Support Portal https://support.greenparrot.io/support/support_holidays.
4. Cloud Service Availability
4.1. General Availability
4.1.1. The Cloud Service will be generally available 99.9% of the time during a quarter, except as otherwise provided below.
4.1.2. Service Availability is defined as (1 – (minutes of service downtime/total minutes in a quarter)) * 100
4.1.3. Minutes of service downtime include any downtime resulting from any planned downtime for which the Company gives at least 7 days of notice.
4.1.4. Minutes of service downtime exclude any downtime resulting from any unavailability of the Cloud Service caused by circumstances beyond Company’s reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems, internet service or third party hosting provider failures or delays.
4.2. Planned Downtime Schedule
4.2.1. Company will use commercially reasonable efforts to schedule all planned downtime during the hours from 6:00 p.m. to 3:00 a.m. U.S. Pacific Time on weekends only (or equivalent local time for location where the Cloud Service is hosted. Planned downtime occurs on weekends when scheduled.
4.2.2. In the event that downtime is necessary outside of the normally scheduled times, Company shall notify the Customer as soon as is practicable. Company shall use reasonable means to avoid such unscheduled downtime.
4.3. Planned Downtime Schedule for Green Parrot Cloud API Management
4.3.1. Company will use commercially reasonable efforts to schedule all planned downtime during the hours from 6:00 p.m. to 3:00 a.m. U.S. Pacific Time on Tuesdays only (or equivalent local time for location where the Cloud Service is hosted). ). Planned downtime typically occurs weekly on Tuesday
4.4. Emergency Downtime
4.4.1. Emergency downtime occurs outside of the Planned Downtime Schedule. Company will use commercially reasonable efforts to give no less than 1 hours’ notice prior to initiating Emergency Downtime. Security updates will be made as soon as commercially possible.
