security
Service Level Agreement
Table of content
Enterprise-grade reliability, accountability, and transparency.
Effective February 25, 2026
Version 2.0
PlusPlus is committed to delivering a reliable, enterprise-grade learning platform. This Service Level Agreement (SLA) defines the commitments, responsibilities, and performance standards governing service delivery for enterprise customers.
Service Availability Commitment
99.5% Monthly Uptime Guarantee
PlusPlus ensures that the Services and all material functionalities are available 99.5% of the time in any given calendar month, excluding Excluded Downtime as defined below.
This commitment reflects our dedication to delivering a reliable, production-ready learning platform.
How Availability Is Measured
Service Availability is defined as the ability for end users to:
Log in to the platform
Access content
Complete assignments
Use reporting APIs
Availability is measured through external synthetic monitoring across multiple geographic regions.
Downtime:
Calculated in 5-minute increments
Excludes Degraded Performance classified as SEV-2 or lower
Only counts meaningful service interruptions against the SLA target
Service Credits
Remedies & Claims
If PlusPlus fails to meet the uptime commitment during any calendar month, customers may be eligible for Service Credits.
Credit Entitlement
Customers may receive a 5% Service Credit of the total amount owed for the Eligible Credit Period.
Credits:
Apply to future invoices
Represent the sole and exclusive remedy for uptime failures
Claim Submission
Must be submitted in writing within 30 days
Must reference specific incident dates and documented downtime
Late claims may not be eligible unless otherwise agreed
Eligible Credit Period
Defined as the single monthly billing cycle in which the qualifying unavailability event occurred.
Excluded Downtime
Industry-Standard Exceptions
The following do not count toward the 99.5% uptime calculation:
Scheduled Maintenance
Pre-announced maintenance with at least three business days’ notice.
Customer Environment
Issues with customer devices, networks, or internet providers.
Misuse of Services
Unauthorized configurations or excessive API calls beyond agreed limits.
Third-Party Systems
Outages caused by upstream providers or integration partners.
Cyber Security Events
Incidents beyond AWS protections, including zero-day exploits or nation-state attacks.
Force Majeure
Natural disasters, acts of war, government actions, pandemics, and other extraordinary events beyond reasonable control.
Monitoring and Severity Levels
24/7/365 Observability
PlusPlus monitors production systems continuously.
Monitoring tools include:
Public Status Page: status.plusplus.app
Amazon CloudWatch
DataDog
Sentry
All incidents are classified under a standardized severity framework.
Severity Definitions
SEV-0 — Outage
Complete or partial outage. Data integrity issues. No workaround available.
SEV-1 — Critical
Severe production issue impacting core use. No workaround available.
SEV-2 — Major
Partial, non-critical loss of service. Short-term workaround available.
SEV-3 — Minor
Limited user impact with minimal operational disruption.
SEV-4 — Cosmetic
UI or visual issue with no functional loss.
Support Response Targets
Response & Resolution Benchmarks
PlusPlus commits to timely acknowledgment and resolution based on severity.
SEV-0
Initial Response: 30 minutes
Updates: Hourly
Resolution: Continuous effort until resolved
SEV-1
Initial Response: 1 hour
Updates: Every 4 hours
Target Resolution: 24 hours (commercially reasonable efforts)
SEV-2
Initial Response: 4 hours
Updates: Weekly
Target Resolution: 10 business days
SEV-3
Initial Response: 1 business day
Resolution: Next release cycle
SEV-4
Initial Response: 2 business days
Resolution: Roadmap backlog
SEV-0 and SEV-1 incidents trigger immediate escalation to the on-call engineering team.
Disaster Recovery
Business Continuity & Data Protection
PlusPlus maintains comprehensive disaster recovery procedures aligned with AWS best practices.
Recovery Time Objective (RTO)
Target: 24 hours to restore full functionality after a disaster event.
Recovery Point Objective (RPO)
Target: 24 hours maximum acceptable production data loss window.
Customers requiring stricter RTO or RPO thresholds may contact their account representative to discuss enhanced recovery configurations.
Maintenance Windows
Planned System Improvements
PlusPlus distinguishes between Scheduled Maintenance and Release Maintenance. Both are excluded from uptime calculations.
Scheduled Maintenance
Minimum 3 business days’ written notice
Occurs Fridays 6–9 PM PT or weekends
Maximum 8 business hours per month
Release Maintenance
Weekly release deployments
Maximum 15 minutes
Wednesdays and Fridays, 4:10–4:25 AM PT
Optional advance notice with 2 business days’ notice
Accountability and Transparency
Incident Retrospectives
For all SEV-0 incidents, PlusPlus conducts a formal written Retrospective shared with impacted customers.
Retrospectives include:
Root Cause Analysis
What Worked
What Didn’t Work
Preventative Measures
Proactive Communication
If PlusPlus becomes aware of issues likely to cause material delays, we will promptly notify the Customer’s designated representative.
Governance and SLA Stability
Contractual Certainty
Material changes to this SLA do not apply during an active Order Form term.
The SLA in effect at contract execution remains binding throughout that term.
Changes:
Communicated in advance
Effective only upon renewal or new Order Form
Or adopted by mutual written agreement
Key Takeaways
99.5% monthly uptime guarantee
5% service credit for SLA breaches
30-day claim submission window
30-minute response for SEV-0
24-hour RTO and RPO
24/7/365 monitoring
No mid-term material SLA changes