Service Level Agreement
Version: v1.0
This Service Level Agreement (“SLA”) governs uptime and support response commitments for PlotCipher Enterprise customers. It supplements the Master Services Agreement.
1. Uptime Commitment
PlotCipher commits to 99.9% Monthly Uptime Percentage for the production Service. The Monthly Uptime Percentage is calculated as:
(Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100
“Downtime”means a period of one (1) minute or more during which the Service is unavailable for production use, as measured by PlotCipher's monitoring systems and confirmed by Customer's reasonable investigation.
2. Service Credits
If the Monthly Uptime Percentage falls below 99.9% in a given month, Customer is eligible for a service credit applied to the next monthly invoice, calculated as:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – < 99.9% | 10% of monthly fee |
| 95.0% – < 99.0% | 25% of monthly fee |
| 90.0% – < 95.0% | 50% of monthly fee |
| < 90.0% | 100% of monthly fee |
Service credits are the sole and exclusive remedy for missed Uptime Commitments. To request a credit, Customer must email mark@tryplotcipher.com within thirty (30) days of the end of the affected month with the dates and times of the Downtime.
3. Exclusions from Downtime
Downtime does not include unavailability caused by:
- Scheduled maintenance announced at least seventy-two (72) hours in advance, performed during PlotCipher's maintenance windows (commonly Sundays 02:00–06:00 US Central);
- Force-majeure events as defined in the Master Services Agreement;
- Customer's acts or omissions, including misconfiguration of SSO, IP allow-lists, or VPN;
- Internet, telecommunications, or third-party infrastructure failures outside PlotCipher's reasonable control;
- Suspension for non-payment or breach of the Acceptable Use Policy.
4. Support Response Times
PlotCipher provides support during US business hours (08:00–18:00 US Central, Monday through Friday excluding US federal holidays) with the following target response times:
| Severity | Description | First Response |
|---|---|---|
| Severity 1 | Production Service is unavailable; no workaround. | 1 business hour |
| Severity 2 | Major feature unavailable; workaround exists. | 4 business hours |
| Severity 3 | Minor feature issue; minimal business impact. | 1 business day |
| Severity 4 | General question, documentation, or feature request. | 2 business days |
5. Maintenance & Change Management
PlotCipher performs scheduled maintenance during off-peak windows, typically Sundays 02:00–06:00 US Central. PlotCipher provides at least seventy-two (72) hours' notice of scheduled maintenance and reasonable notice of emergency maintenance.
6. Disaster Recovery
PlotCipher targets a Recovery Time Objective (RTO) of 24 hours and a Recovery Point Objective (RPO) of 1 hour for the production database in the event of a regional infrastructure failure.
7. Status & Reporting
PlotCipher publishes a public status page at [status.plotcipher.com] with current and historical incident reporting. On Customer's reasonable request, PlotCipher will provide a monthly uptime report for Customer's account.
8. Plan Eligibility
This SLA applies to Enterprise customers under a fully-executed Order Form. Free and consumer-tier subscriptions are provided as set forth in the consumer Terms of Service without uptime commitments.
Contact
Support: mark@tryplotcipher.com
Enterprise: mark@tryplotcipher.com