Maintenance and Operations

Pitcher is committed to providing a reliable and secure platform for its customers and partners. This section outlines the responsibilities of Pitcher and third-party developers in maintaining and operating the Pitcher platform and third-party applications.

Task	Pitcher	3rd Party App Developer
Core Pitcher Platform Uptime	Responsible: As part of the Annual Recurring License fee, Pitcher is committed to an SLA of uptime. Pitcher diligently monitors and shares upcoming maintenances and outages via Pitcher Status Page.	Informed: By subscribing to Pitcher Status Page, any upcoming changes can be monitored.
Core Pitcher Applications	Responsible: Pitcher maintains the roadmap and intellectual property/source code of core capabilities of the Pitcher Platform. This includes ensuring compatibility with the platforms on which the apps operate (e.g., browser support, OS support for native apps). For instance, if Apple releases a new iPadOS, Pitcher is responsible for ensuring that core applications continue to function on the new OS.	Informed: New features as part of core applications are published on Pitcher Product Updates with each release. Partners are strongly encouraged to test their applications on beta/alpha OSes and browsers to anticipate any upcoming changes to core technologies.
Core Pitcher API/SDK Development & Maintenance	Responsible: Pitcher maintains versioning on its API endpoints (api/v{x}) to support backward compatibility. Any breaking changes are communicated on Pitcher CataloIQ API Developer portal, with APIs generally remaining backward compatible.	Informed/Consulted: Partners can utilize beta versions of Pitcher’s APIs to test new changes prior to the Release Candidate (RC) stage and provide feedback on any issues. Partners are also consulted on common use cases to transition from bespoke solutions to more standardized SDKs supported by the platform.
Pitcher-driven Core Integration Support (e.g. Salesforce, Microsoft)	Responsible: Similar to OS or browser changes, if a third-party core integration partner such as Salesforce modifies their API, Pitcher is responsible for regression testing and applying the latest changes to ensure a seamless developer experience. For example, if Salesforce releases a Winter API version that alters API Token Refresh Logic, Pitcher will update its core functionality to prevent issues with stale Salesforce tokens.	Informed/Consulted: Partners are strongly encouraged to provide feedback during integrated testing in dev/alpha environments regarding any regressions. Pitcher communicates major changes (e.g., Hypercloud switch from Salesforce) that might affect third parties via its developer portal.
Third-Party Application Integration and Regression Testing to Third-Party Endpoints	Informed: Pitcher seeks to be informed of third-party integration efforts during regular touchpoints to explore options for standardizing common third-party integrations.	Responsible: Maintenance and integration of application code, including adherence to security best practices and regression testing, are the responsibilities of the third-party developer.