Service Level Agreement
1.Availability commitment
Parry commits to a Monthly Uptime Percentage of at least 99.5% for the Parry application and API.
99.5% allows approximately 3 hours 39 minutes of unavailability in a 30-day month. This commitment applies to customers on a paid subscription and forms part of the customer agreement.
2.How uptime is measured
Monthly Uptime Percentage is calculated per calendar month as:
(total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100
Definitions
- Downtime — a period in which the service returns errors, or fails to respond, to requests that would otherwise succeed, as observed by our external availability monitoring.
- Measurement — availability is measured by an independent external monitor that requests the service on a fixed interval from outside our infrastructure. Two consecutive failed checks open a Downtime period; the first successful check closes it.
Exclusions
The following do not count as Downtime:
- Scheduled maintenance, announced at least 48 hours in advance and performed outside 08:00–20:00 Central European Time on business days.
- Factors outside our reasonable control, including a customer’s own network or equipment.
- Failures of a third-party service the customer has connected to Parry, on that third party’s side.
- Suspension of an account for non-payment or for breach of the customer agreement.
- Use of beta or preview features that are labelled as such.
3.Support response targets
Support is available by email at support@parry-io.com during business hours, 09:00–18:00 Israel Standard Time, Sunday to Thursday, excluding Israeli public holidays. Severity 1 incidents are handled outside those hours.
| Severity | Definition | First response | Update cadence |
|---|---|---|---|
| 1 — Critical | The service is unavailable, or customer data is at risk, for all users | 2 hours, 24×7 | Every 4 hours until resolved |
| 2 — High | A core function is unusable and there is no workaround | 1 business day | Daily |
| 3 — Normal | A function is impaired, or a workaround exists | 2 business days | As progress is made |
| 4 — Low | Question, documentation issue, or feature request | 5 business days | As progress is made |
First-response targets are the time to a substantive human reply, not an automated acknowledgement.
4.Incident communication
When an incident affects availability, we notify each customer’s designated administrative contact by email. Email is the committed channel.
- Severity 1 and 2 incidents are notified within 30 minutes of confirmation.
- Updates follow the cadence in section 3 until the incident is resolved.
- A root cause analysis is provided for every Severity 1 incident within five business days of resolution.
5.Service credits
If Monthly Uptime Percentage falls below the commitment, an affected customer may request a service credit against the following month’s fees.
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10% of the monthly fee |
| Below 99.0% but at or above 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credits must be requested within 30 days of the end of the affected month, by email to support, and are the sole and exclusive remedy for any failure to meet this commitment.
6.Data durability and recovery
Independently of availability, Parry maintains the following recovery objectives for customer data:
| Objective | Target |
|---|---|
| Recovery Point Objective (RPO) | 1 hour — point-in-time recovery is continuously available |
| Recovery Time Objective (RTO) | 4 hours for a full restore of the primary datastore |
| Backup retention | 35 days of automated daily backups |
| Redundancy | Synchronous standby in a second availability zone |
Recovery procedures are documented and tested at least annually. See Trust & Security for the wider control environment.
7.Changes to this agreement
We may update this SLA. Where a change reduces a commitment, we give affected customers at least 30 days’ notice by email before it takes effect. The version and effective date at the top of this page always reflect the current agreement.