Green Project Partner Service Level Policy
Technical Support and Incident Management Service Levels
Incident Management
The Support Services are available by email at support@greenprojecttech.com Monday through Friday (except for holidays observed by the New York Stock Exchange) between 9AM and 5PM ET (the “Support Hours”). Support tickets which cannot be handled through level 1 support are classified based on their criticality, taking into consideration the criteria set forth below. Green Project will deploy commercially reasonable efforts to respond within the response time provided below and based on the criticality of tickets.
Criticality | Examples | Response Time |
|---|---|---|
Low | Interruption (or imminent interruption) of critical system, network or application with significant impacts on service delivery, complete loss of production servers, critical breach of SLA. | 2 Hours |
Medium | Service delivery is partially impacted, partial loss of production servers, breach of SLA, significant inconvenience | 4 Hours |
High | Functionalities are affected with workarounds available, no loss of production server.Low | 8 Hours |
Obligations
Green Project will keep Customer reasonably informed of the progress of support tickets and will inform Customer prior for closing tickets as “resolved”. Green Project will implement and maintain a commercially reasonable incident management process substantially in accordance with this Appendix B with the objective of minimizing impacts of incidents on Customer’s business operations. Maintenance. Green Project will conduct reasonable maintenance of the Services, in accordance with the vulnerability management requirements indicated under Appendix A, and issue Updates in accordance with the terms of this Agreement.
Maintenance
Green Project will conduct reasonable maintenance of the Services, in accordance with the vulnerability management requirements indicated under Appendix A, and issue Updates in accordance with the terms of this Agreement.
Uptime Service Levels
Definitions
“Platform” means (a) Green Project’s web-application; (b) the Green Project Platform’s infrastructure configurations; ( c) data import services and related application programming interfaces (“APIs”) and (d) data export services and related APIs.
“Infrastructure” means data hosting services and related cloud infrastructure components.
“Available Minutes” means the total number of minutes during which the Infrastructure was available during a calendar month.
“Downtime” means the total number of minutes within the Maximum Monthly Minutes during which the Infrastructure was Unavailable.
“Maximum Monthly Minutes” means the total minutes during a calendar month minus any Support Windows during this same month.
“Monthly Uptime Percentage” is calculated as Available Minutes less Downtime divided by Maximum Monthly Minutes multiplied by one hundred (100):
Monthly Uptime %= (Maximum Monthly Minutes – Downtime) / Available Minutes x 100
“Support Window” means the period during which Green Project performs maintenance on the Platform, including on features and compatibility with other services or products.
“Unavailable” means that access or use of the Platform is not available to Customer, or if the critical functionalities of the Platform cannot be accessed or used.
The Infrastructure’s Monthly Uptime Percentage shall be 99.5% during business hours. A breach of the Monthly Uptime Percentage shall be considered a material breach if it is significant and repetitive to constitute a hinderance and a breach of this Agreement.
Exclusions
The service levels do not apply in the following situations: (a) a Force Majeure Event; (b) an electrical service interruption or an Internet downtime caused by an Internet Service Provider; (c) actions of Customer executed without prior consent from Green Project which affect the services levels and (d) events which are not within the immediate control of Green Project, including, without limitation: (i) equipment, data, materials, software, hardware, services and/or facilities provided by or on behalf of Customer; (ii) Customer’s network services allowing the Customer to access the Services; (iii) equipment, data, advertisements, materials, software, hardware, services and/or facilities provided by third-party vendors or service providers of Customer; (iv) acts or omissions of Customer (including its affiliates, agents, subcontractors, employees and directors); (v) issues arising from bugs or other problems in the software, firmware or hardware of third parties and (e) any outage, network unavailability or downtime outside the reasonable control of Green Project.
These service level commitments do not apply to all Green Project customers. Please check your contract to confirm their applicability to your subscription.