1. Definitions
- Business Hour means each hour during a Business Day.
- Business Day means the support hours as indicated in the “Support Hours, Standard Software Support” section, excluding public holidays in the United States and India.
- Error means any Severity Level S1 error, Severity Level S2 error, Severity Level S3 error, or Severity Level S4 error, each as defined in the Error Severity Definition Table below.
- Resolution means the action taken to repair the root cause of an incident or problem, or to implement a workaround to ensure the Restoration of the Software.
- Restoration means that the Software is operating normally.
- Software License Agreement the terms and conditions located at here
Any capitalized terms herein not defined shall use the definition provided in the Software License Agreement.
Error Severity Definition Table
| Severity Level | Description |
| S1 | Production system outage Software in production environment is unusable and is severely impacting other critical business functions, and no workaround is available. |
| S2 | Key Functionality Impaired; No Workaround The reported issue affects key functionality and/or causes some performance degradation, and no workaround is available. Other Software features are still functional. |
| S3 | Moderate Impact with Workaround Issue has moderate or minor impact on usage, and Software remains functional. This category may include enhancement requests, common how-to questions, and any Software issues with a viable workaround. |
| S4 | Minor Impact Includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the Software’s existing features. |
2. Service Levels
During the Term, PAI shall provide Company with Service Levels (“SLAs”) consisting of the following:
- Online, email, or telephone support regarding use and deployment of the Software in accordance with the table below; and
- Major and minor releases of the same Software licensed by Company during the Term (“Maintenance”) and support with respect to Errors as set forth below.
3. Support Hours, Standard Software Support
The support hours provided for Standard Software Support* include:
- 8:00 a.m. through 5:00 p.m. Eastern Standard Time Zone, Monday Through Friday; and
- 9:00 a.m. through 6:00 p.m. India Standard Time Zone, Monday through Friday.
*iA Standard Software Support hours are 11 AM to 9 PM India Standard Time Zone, Monday through Friday. Green2Glass Standard Software Support hours are 6 AM through 4 PM Eastern Standard Time Zone and 11 am through 8 PM India Standard Time Zone, Monday through Friday.
4. Additional Support
Company may elect to increase support coverage at an agreed upon additional fee. A full list of additional support add-ons is referenced in the below “Software Support and Maintenance Service Options” table. Additional Support is not available for iA at this time. Priority 24×7 Support is not available for Green2Glass at this time.
5. Error Designation
PAI support personnel will:
- Verify the Company’s detected Errors, provided that the Errors can be recreated with an unmodified version of the Software; and
- The severity of the support request and whether the support request is a Severity Level S1 error, a Severity Level S2 error, a Severity Level S3 error, a Severity Level S4 error, or not an Error.
6. Error Response
Upon receipt of notice of an Error, PAI shall assign appropriate technical personnel to the issue and provide Company with acknowledgment that it has received such Error notice (such actions together, a “Response”). PAI will use commercially reasonable efforts to promptly resolve each incident. Actual Resolution time will depend on the nature of the incident and the Resolution. A Resolution may consist of a fix, workaround or other solution in PAI’s reasonable determination.
Software Support and Maintenance Services Options
| Support Model | Description |
| Standard | Included with the License Grant and valid through the entirety of the Term: – Best practice advice – Error/Bug Resolution – Entitlement for subsequent Software releases – Error response time: one (1) Business Day |
| Priority | Provided as an “add-on” with an associated cost valid through the entirety of the Term: – All features of Standard support – Expedited issue response and resolution – Error response time: four (4) hours during Business Day |
| Priority 24×7 | Provided as an “add-on” with an associated cost valid through the entirety of the Term: – All features of Priority support during Business Hours – Includes on-call support engineer available for the period outside Business Hours – Error response time: one (1) hour |
7. Software Maintenance and Back Support Policy
PAI will provide Standard Support for the last major or minor version and for one (1) year after release of the next major or minor version, followed by End of Life Support. PAI is not responsible for providing new releases or support services in connection with any modification(s) made to a connecting products or software by a third party, including but not limited to the licensors of the connecting product(s)/software.
8. Conditions for Providing Support
PAI’s obligation to provide support is conditioned upon the following:
- Company makes reasonable efforts to mitigate or correct the Error after consulting with PAI;
- the Company provides PAI with sufficient information and resources to correct the Error either at PAI’s customer support center or via remote access to the Company’s site, as well as access to the personnel, hardware, and any additional software involved in resolving the Error;
- the Company promptly installs all minor releases (as defined in the Software Maintenance and Back Support Policy)
- the Company procures, installs and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to operate the Software.
9. Software Support and Maintenance Exclusions
The following are excluded from PAI’s Support and Maintenance obligations (“Excluded Services”):
- Any product or software that is used on or in conjunction with hardware or software other than as specified in the Documentation;
- Altered or modified Software, unless altered or modified by PAI;
- Errors in the Software due to the Company’s hardware malfunction, abuse or improper use of the Software;
- Any version of the Software for which Software Support and Maintenance Services have been discontinued by PAI;
- Any Error caused by the Company’s or a third party’s software or equipment (except to the extent PAI has incorporated or packaged such third party’s software or equipment in or with the Software);
- The Company’s or a third party’s evaluation software not covered under the Software License Agreement and/or the applicable Order Form.
- Support for software and/or product which has been subject to unauthorized modification by the Company or a User;
- Failure of, or issues arising from, computing or networking hardware, or equipment or programs under the control of the Company.
The Company may elect to use certain billable consulting services (“Consulting Services”) to resolve issues associated with Excluded Services to be determined on a separate Order Form. Such Consulting Services may require that the Company complete a network assessment and/or provide PAI with access to the Company’s network, as needed, to diagnose the issue.
Suspension of Software Support and Maintenance Services. PAI reserves the right to suspend performance of support and maintenance if Company fails to pay any amount that is payable to PAI under the Software License Agreement(s), or applicable Order Form.
PAI may revise these Software Support and Maintenance Terms, as well as any Software Documentation when necessary (1) to reflect updates to the Software such as adding or retiring features, (2) to address legal, regulatory, or security requirements, or (3) to prevent misuse or harm. PAI will notify Company in advance of any significant changes, except when introducing a new service or feature or when urgent action is required, including responding to legal obligations or stopping misuse.
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