Support Policy
Below find a summary of Parrotbox.AI’s support policy.
Contact
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Non-customers and customers without a Service Level Agreement (SLA) may report issues to public@parrotbox.ai
Customers who have signed a SLA with Quickstep Innovations Inc. (Quickstep) may also contact Quickstep via the methods specified in their SLA.
Maintenance, Response and Resolution Time
Scheduled Outages are usually scheduled on weekends or during North American evening hours and customers are usually notified via email.
Issues reported by non-Customers or customers without SLAs will be addressed at Quickstep’s discretion.
All other issues reported by Customers with SLAs will be addressed per the table below. Response Goals are measured during business hours (Monday through Friday, 9:00 AM to 5:00 PM Central Time, excluding US federal holidays) unless otherwise specified in Customer’s SLA.
| SEVERITY | DEFINITION | RESPONSE GOAL | DETAILS |
|---|---|---|---|
| Severity 1 | Service substantially fails to perform. | 1 hour | (1) Trouble Ticket opened.
(2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
| Severity 2 | Substantial degradation in performance of the Service. | 1 day | (1) Trouble Ticket opened.
(2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
| Severity 3 | Minimal-to-no impact on the availability or performance of the Service. | 1 week | Commercially reasonable efforts to include in next major release. |
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