Choreo Support Policy

Version 1.0, effective, 27 February 2023

This document sets forth the policies governing the provision of Choreo Support Services in accordance with a Subscription.

  1. Definitions

    1. “Available” means that the Principal Services are available to respond to Subscriber API Calls in a successful manner for a given full minute; “Availability” has the corresponding meaning.
    2. “Business day” means any day, excluding weekends and public holidays, in Subscriber's region, unless otherwise specified in a Subscription
    3. “Component Runtime” refers to the service that executes the components either via external invocations or via schedulers.
    4. “Downtime” means any period of time in which the Principal Services are not available. This excludes the time that is defined in the “Service Credit Exclusion” section in this document.
    5. “Monthly charges” are the monthly prorated service charges pursuant to the pricing plan selected when subscribing to the service.
    6. “Monthly uptime percentage” is 100% minus the percentage of minutes during the calendar month in which the service was not Available.
    7. “Principal Services” means the Component Runtime of the Choreo platform.
    8. “Response Time” is the time elapsed between the reporting of a support issue by the Subscriber and the Choreo customer success team acknowledging the receipt of such report to Subscriber through the Choreo Support Portal.
    9. “Subscriber API call” means an API request by the Subscriber or Subscriber’s end users to a Principal Service in a Subscriber’s Organization.
    10. “Subscriber” means those individuals and entities that have entered into a Subscription with WSO2 for all necessary licenses and the provision of Choreo Support Services.
    11. “Subscription” means the applicable agreement(s) between WSO2 and a Subscriber for the provision of Support Services, including Order Forms.
    12. “Support Services” means access to WSO2 Choreo support systems and personnel to be used within the scope and limits as set out in this Support Policy and the Subscription.
    13. “Support Policy” means the policies and procedures as set forth herein.
    14. “Organization” is a logical isolation unit of the Choreo platform.
    15. “Workaround” is a set of procedures that a Subscriber needs to follow to mitigate the impact of an error [or vulnerability] in the Choreo platform.
  2. Severity Definitions

    A Subscriber makes the initial determination of the priority level of cases, pursuant to the severity of impact. If a case is misclassified with respect to priority level or the type of case, the Choreo customer success team, in consultation with the Subscriber, will reclassify the case accordingly.

    P1 - Critical System Down
    A service failure that is resulting in a full system outage or major functionality is completely broken in the service.
    System is not available
    Service is available, but new projects can’t be deployed for production usage
    P2 - High Partial Service Failure
    A partial service failure resulting in some functionalities being completely broken, a significant performance degradation, or a major functionality is partially broken.
    A particular integration is not running
    A particular project can’t be deployed for production usage
    Integration execution is considerably slow
    A user can’t login to Choreo console
    P3 - Medium Non-Critical Failure
    Minor service impact resulting in functionalities that are not working properly due to non-critical issues, intermittent issues, or service is not performing as expected or documented.
    A development time issue prevents the project to be completed.
    Integration execution is getting slowed intermittently.
    Multiple callbacks URLs cannot be configured as per documentation.
    P4 - Low General Query
    Information requested on billing, platform capabilities, navigation, configuration, integration with 3rd party systems, enhancement requests, or any question related to pre-production environments.

  3. Response SLA

    For each case, the Choreo customer success team shall respond within the SLAs relevant Support Level and work to resolve as soon as possible and to provide frequent updates to the Subscriber regarding the progress of the case.

    The applicable Response SLA depends on the Support Subscription that Subscriber has subscribed for. There are two levels of support, Basic Support and Enterprise Support. Basic Support applies to the customers who have a paid Subscription and have subscribed for Basic Support package in their Subscription tier. Enterprise Support applies to the customers who have a paid Subscription and have subscribed for Enterprise Support in their Subscription tier.

    Enterprise Support Plan Service Levels

    P1 P2 P3 P4
    Hours of coverage 24x7 coverage
    Cases limit Unlimited
    Support channel Support portal
    Initial Response SLA 1 hour 4 hours 6 hours 1 business day

    Basic Support Plan Service Levels

    P1 P2 P3 P4
    Hours of coverage Americas: 12x5 (7:00 a.m. - 7:00 p.m. ET Monday - Friday)
    EMEA: 12x5 (7:00 a.m. - 7:00 p.m. GMT Monday - Friday)
    ME: 12x5 (7:00 a.m. - 7:00 p.m. GMT Sunday - Thursday)
    APAC: 12x5 (7:00 a.m. - 7:00 p.m. IST Monday - Friday)
    Cases limit Unlimited
    Support channel Support portal
    Initial Response SLA 4 hours 6 hours 8 hours 1 business day

  4. Uptime SLA

    1. The Choreo platform will maintain the monthly average availability of at least 99.5%.
    2. Average availability is determined by the following formula:
    3. ( total minutes per month-monthly Downtime in minutes)

      total minutes per month

      x 100

  5. Service Credits

    1. If the monthly uptime percentage drops below 99.5%, for the Enterprise Support customers, WSO2 shall apply a dollar credit (a “service credit”) against the monthly charges otherwise due in the following amount:
      1. From 99.0% to 99.5%: 10% of monthly charges
      2. From 95.0% to 98.9%: 30% of monthly charges
      3. From 90.0% to 94.9%: 50% of monthly charges
      4. From 0% to 89.9%: 100% of monthly charges
    2. Service credits are your sole remedy for unavailability of the services.
    3. WSO2 will list any accrued service credits in each monthly or annual statement depending on the subscription period and shall apply any approved service credits to the next monthly or annual billing cycle. You may dispute the credit entitlement within 15 days of receiving the statement by submitting anonymized logs showing the time and date of additional outages. WSO2 shall approve or reject the claim within 15 days of claim receipt.

  6. Uptime SLA Exclusions

    WSO2 will not issue service credits for any unavailability of the service resulting from:

    1. suspension of access to the service
    2. maintenance
    3. your, or a third party’s, hardware, software, or services not within WSO2’s control
    4. hosting company outages
    5. a force majeure event
    6. errors in your code or configuration deployed within the service at your request
    7. your non modification of Choreo components after WSO2 advises you to modify those components in a manner that would not adversely affect your usageuse of technical previews or beta versions of the service, not in commercial operation, [as reasonably determined by WSO2]
    8. acts or omissions solely attributable to Subscriber or Subscriber’s agents, contractors, or vendors, or anyone gaining access to the services by means of Subscriber’s username and password, or equipment
  7. Contact

    Subscriber may open a support case by visiting the Choreo online support portal at New Subscribers are provided instructions on accessing the Choreo support portal and other available support methods. If there are issues in accessing the support portal, please contact [email protected].

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