Service Level Agreement (SLA)
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.
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 shall include the following:
- Scheduled Maintenance as defined below
- Issues associated with customer’s personal computers, networks, or Internet connections.
- Issues arising from misuse of PlusPlus by Customer.
- Outages caused by third-party supporting systems.
- Cyber Security beyond the scope of Heroku Security.
- Force Majeure
Monitoring, Escalation, Retrospectives
Severity Levels Definitions
- Outage (SEV-0)
Complete or partial outage. Data integrity issues. No workaround available.
- Critical (SEV-1)
Critical production issue that severely impacts your use of the service or major functionality is impacted or significant performance degradation is experienced. The situation halts your business operations and no procedural workaround exists.
- Major (SEV-2)
There is a partial, non-critical loss of use of the service with a negative impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.
- Minor (SEV-3):
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. An acceptable workaround is available.
- Cosmetic (SEV-4):
Typically a minor annoyance, with no loss of functionality and no need for a non-trivial workaround.
- PlusPlus shall monitor the Services (24x7x365)
- PlusPlus maintains Status Page at https://status.plusplus.co/. Additional monitoring is done by the Eng team via Heroku, NewRelic, and Sentry.
Escalations & Mean Time to Recovery
PlusPlus shall meet the following issue resolution standards:
- Outages (SEV-0) Set up a War Room right away and communicate to impacted customers within an hour of discovery. All hands on-deck until resolved.
- Critical (SEV-1) High priority problems should be resolved within 24 hours.
- Major (SEV-2) Medium priority problems should be resolved within a week.
- Minor (SEV-3) Low priority problems/asks should be resolved within a two-week sprint.
- Cosmetic (SEV-4) Our team will consider resolving these issues in a later release.
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.
In case of any outage (SEV-1), PlusPlus should conduct a formal written Retrospective and share it with the impacted customers.
At a minimum, the Retrospective should include:
- What Happened: minute-by-minute log
- Root Cause Analysis
- What Worked (+)
- What Didn’t Work (-)
- What We’ll Do Differently (Δ)
Maintenance & Continuity Management
Scheduled Maintenance and Unscheduled Outages
- Scheduled Maintenance is routine maintenance and requires two (2) business days’ written notice.
- The total period of time for scheduled maintenance per calendar month will not exceed eight (8) business hours. A single scheduled maintenance window will not exceed four (4) business hours in length.
- Release Maintenance is a daily release process that may take the application offline for short periods of time while the new release is updated. It usually off-peak hours and it should not exceed more than 15 minutes between 5am and 6am PT Tuesday-Thursday.
- Hot Fixes are one-off releases intended to mitigate Outages and Major issues that cannot wait for the next Release Maintenace. Hot Fixes should not take more than 15 minutes to deploy.
Backups & Continuity Management
- PlusPlus will back up report data on a daily basis after each day. In the event of a major system outage, PlusPlus will recover backed-up data via “point in time” recovery. PlusPlus will store copies of encrypted data backups at a secure third party offsite location and may store or back-up data in a cloud-based infrastructure. Access to these backups will be limited to authorized personnel as defined by PlusPlus.
- If PlusPlus cannot continue to operate the Services due to catastrophic events, it will reinstate availability immediately in accordance with its disaster recovery procedures.
- PlusPlus shall have an adequately tested continuity plan in place which identifies critical IT resources in case of a disaster within or around the geographic location of PlusPlus main datacenter, allowing a return to functionality which complies with this Service Level Agreement within one (1) day.
- When PlusPlus becomes aware of possible problems that will likely result in a material delay in the implementation or delivery of the Services, PlusPlus shall promptly notify Customer’s designated representative, giving the cause and probable effect of such delay, and shall rectify any issues in accordance with this Service Level Agreement.
- Prior to releasing new code, PlusPlus will verify that the new code will not negatively impact the existing data integrations (if any).