Flourish Software Service Level Policy

Please report issues to the Flourish Software Support Desk via the portal, email, or phone: support@flourishsoftware.com or 844.226.5444. The terms of this policy are governed by the Master Software Agreement.

System Availability:

Flourish Software, Inc. will ensure that the Subscription Services are hosted in the United States and are “Available” (as defined below) twenty-four (24) hours a day, seven (7) days a week, except during Scheduled Maintenance (as defined below). Flourish Software, Inc. reserves the right to perform scheduled maintenance of the Subscription Services and System as needed and, except in the event of emergency maintenance, will schedule such scheduled maintenance before 8:00 AM or after 9:00 PM on Saturday or Sunday U.S. Eastern Time.

Browsers:

Client acknowledges and agrees that the Subscription Services will only be compatible with and support use with (a) the then-current version, and (b) the most recently superseded version for one year from the date of the general release of the then-current version, of the following browsers: Firefox, Safari and Google Chrome.

How to get support:

• The Flourish Software Support portal is available 24 x 7 to submit a ticket
• Flourish allows employees of Client who have been trained on use of the Subscription Services (the “Designated Employees”) to contact Flourish Software, Inc. with technical questions or issues with respect to the Subscription Services and to report System outages or failures.
• Callers have the option to leave a “Call Back” number rather than wait on hold. Our average “Call Back” response time is under 10 minutes on business days from 5:00 AM to 7:00 PM Pacific.
• If the call goes to voicemail, we strive to return calls within one hour.
• Flourish Support will provide a case number for all incidents and requests.
• Emergency issues raised between the hours of 7:00pm Pacific and 4:00am Pacific will be routed to on-call personnel.

Service Level Definitions

• “Incident” means any system outages, software bugs, impaired functionality, or similar problems with the Subscription Services reported via a ticket created on Flourish Support Portal. For the avoidance of doubt, training issues, user errors, and issues encountered that are caused by MMUR or METRC shall not be considered an Incident for the purposes of the service levels set forth above (although Flourish Software, Inc. will use reasonable efforts to satisfy these service levels to the extent possible if caused by MMUR or METRC).
• “Response” means a comment on the ticket opened or an email, text, or phone call to the Client.
• “Resolve,” “Resolving,” or “Resolution” of an Incident means that the reported Incident is fully resolved and the Subsection Services have been reverted back to full functionality and full Availability.
• "Severity Level 1” means Clients or its Service Recipient’s use of the Subscription Services (including any underlying software, solution, or processing capability) are stopped or severely degraded and no workaround is available. For the avoidance of doubt, an outage at any location, loss of any critical functionality of the Subscription Services, or loss of critical data will be deemed a “Severity Level 1”.
• “Severity Level 2” means important features or functionality of the Subscription Services are unavailable with no workaround available. Use of the Subscription Services are continuing; however, there is a serious impact on productivity and usefulness of the Subscription Services.
• “Severity Level 3” means important features or functionality of the Subscription Services are unavailable but a workaround is available (and has been provided by Flourish Software, Inc.), or less significant features or functionality are unavailable with no workaround (including, but not limited to, minor loss of operational functionality).