Service Level Agreement (SLA)

Service Availability

Uptime Objectives

PlusPlus shall ensure that the Services and all material functionalities of the Services are available 99.5% of the time in a calendar month, excluding Excluded Downtime, as defined below.

Service Credits

If PlusPlus fails to maintain Uptime Objectives, customers will be automatically entitled to receive a Service Credit of five percent (5%) of the total amount owed by Customer for the Eligible Credit Period and such Service Credit will be automatically applied. The Eligible Credit Period is a single month during the Term and refers to the monthly billing cycle in which the most recent unavailability event included in the Service Level Agreement claim occurred or as otherwise agreed to by the parties.

Excluded Downtime

Excluded Downtime shall include the following:

Monitoring, Escalation, Retrospectives

Severity Levels Definitions

Monitoring

Escalations & Mean Time to Recovery

PlusPlus shall meet the following issue resolution standards:

PlusPlus Product Support team will provide technical support during normal working business hours, which are 7 am to 5 pm, Pacific Time, excluding weekends and major holidays.

Retrospectives

In case of any outages (SEV-0), PlusPlus will conduct a formal written Retrospective and share it with the impacted customers.

At a minimum, the Retrospective should include:

Maintenance & Continuity Management

Scheduled Maintenance and Unscheduled Outages

Backups & Continuity Management

Communication

Changes

We reserve the right, at our sole discretion, to modify or replace the terms of this agreement at any time. If a revision is material we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

Contact Us

If you have any questions about this agreeemnt, please contact us.

Last updated: December 21, 2020.