Pricing, Account Relationship, and Support
- Table of Contents
- What is GreenArrow’s Pricing Model?
- Do GreenArrow customers have a dedicated account manager?
- What is the onboarding process?
- What training and onboarding services do you provide? Is there a fee for training?
- What user documentation is available?
- What are the details of the support model, including response times and escalation procedures?
- For how long (post-purchase) is support available?
- What about standing support meetings and other services?
What is GreenArrow’s Pricing Model?
GreenArrow offers monthly, annual, and perpetual licenses for both on-premises and cloud hosting options.
For Kubernetes or Cluster deployments, GreenArrow also offers licensing based on (a) maximum instantaneous sending speed of the entire cluster in emails per second, or (b) annual number of emails sent. Either of these allow you to deploy as many MTA pods as needed. Contact your account manager for more information.
Enterprise support is included with licensing. Licenses also include the ability to update GreenArrow to the latest release, and support for on-premises customers can include system maintenance and backups.
Do GreenArrow customers have a dedicated account manager?
All customers have a dedicated account manager, and account managers are available in the same time-zone as support (8:30AM to 5:00PM US Central Time). However, account managers don’t provide software support.
What is the onboarding process?
As you’re getting started with the platform, new customers work almost entirely with a dedicated System Administrator from our support team through your launch and at least the first 30 days of support after you’re “launched”. This helps provide continuity of support and ensures your System Administrator has the entire context to best help you. This is part of our standard support.
What training and onboarding services do you provide? Is there a fee for training?
We typically provide one training session (via Zoom) with each license of GreenArrow. After that, most questions/requests are handled through our ticketing system or by scheduling subsequent support calls.
If you would like custom training, please ask your Account Manager.
What user documentation is available?
Our user documentation is published online and actively updated.
What are the details of the support model, including response times and escalation procedures?
Each GreenArrow license includes support and updates, and full support is available at the same pricing for all customers. GreenArrow’s Support Team of experienced and highly-trained System Administrators is available to provide support under this schedule:
| Support Type | Availability | Response Time |
|---|---|---|
| Regular Support | Monday-Friday, 08:30AM - 05:00 US Central Time | Four Hour targeted response time |
| Critical Malfunctions | 24x7 support | One Hour guaranteed response time (however, as of June 2026 the actual mean time to acknowledgement is less than 5 minutes) |
A “Critical Malfunction” is defined as a “Malfunction” which: (i) renders an Application or a significant part thereof inoperative or practically unusable, or (ii) causes loss of data or adversely affects data integrity
A “Malfunction” is a material failure of the GreenArrow Application, when operated in accordance with the documentation, to provide the functionality described in the documentation.
More info on support is here
For how long (post-purchase) is support available?
For leases, support is included by default for the entire lifetime of the lease.
Perpetual licenses include one year of support and updates, and subsequent years of support and updates can be purchased.
What about standing support meetings and other services?
For larger customers, we are happy to have a weekly or bi-weekly standing support meeting for evaluation, training, and onboarding.
Professional services are available for an extra cost and are custom-quoted.