1. Introduction
This Service Level Agreement ("SLA") outlines the service standards, availability commitments, support response times, and related matters for the Plan Checker platform, a trading name of Elegance Engineering Ltd. ("Plan Checker," "we," "us," or "our"). This SLA applies to all users of the Plan Checker platform, including registered professionals and clients.
This SLA should be read in conjunction with our Terms of Use, User Agreement, Privacy Policy, and other applicable policies.
2. Purpose and Scope
2.1 Purpose
The purpose of this SLA is to establish clear expectations regarding the availability, reliability, and support standards for the Plan Checker platform, ensuring users understand what level of service they can expect.
2.2 Scope
This SLA covers:
- Platform availability and uptime commitments
- Platform performance standards
- Technical support response times
- Service disruption notification processes
- Issue resolution timeframes
- Maintenance windows and procedures
3. Platform Availability
3.1 Uptime Commitment
Plan Checker is committed to maintaining a minimum monthly platform availability of 99.5%, excluding scheduled maintenance periods.
3.2 Calculation of Availability
Availability is calculated as follows:
- Availability = [(Total Minutes in Month - Unplanned Downtime Minutes) / Total Minutes in Month] × 100
- Measurement begins on the first day of each calendar month
- Measurements are based on server monitoring systems at the primary hosting location
3.3 Scheduled Maintenance
- Scheduled maintenance will typically be performed during off-peak hours (22:00-06:00 UK time)
- Users will be notified at least 48 hours in advance of scheduled maintenance through:
- Platform notifications
- Email notifications to registered users
- Status updates on our website
- Scheduled maintenance periods are excluded from availability calculations
3.4 Emergency Maintenance
- Emergency maintenance may be required to address critical issues
- Users will be notified as far in advance as practicable
- Emergency maintenance lasting more than 30 minutes will be documented on our status page
- Emergency maintenance is included in availability calculations unless related to force majeure events
4. Platform Performance
4.1 Response Time
Under normal operating conditions, the Plan Checker platform is designed to provide:
- Page load times of less than 3 seconds for 95% of page requests
- Transaction processing times of less than 5 seconds for 95% of transactions
- Search results delivery within 2 seconds for 95% of search queries
4.2 Capacity
The platform is designed to support:
- At least 10,000 concurrent users
- At least 100,000 transactions per day
- At least 1,000,000 search queries per day
4.3 Performance Monitoring
- Performance metrics are continuously monitored
- Key performance indicators are reviewed weekly
- Performance reports are available to users upon request
5. Customer Support
5.1 Support Channels
Plan Checker provides technical support through the following channels:
- Email: support@planchecker.co.uk
- In-platform messaging system
- Online help center
- Telephone support during business hours: [Insert Phone Number when available]
5.2 Support Hours
- Standard Support Hours: Monday to Friday, 9:00-17:30 UK time (excluding public holidays)
- Extended Support Hours for urgent issues: Monday to Friday, 8:00-20:00 UK time
- Weekend Support for critical issues: 10:00-16:00 UK time
5.3 Issue Classification
Support issues are classified as follows:
| Severity Level | Definition | Example |
|---|---|---|
| Critical | Complete platform unavailability or a critical function failure affecting all users | Platform down, payment system failure |
| High | Major functionality unavailable or severely degraded affecting many users | Search function not working, messaging system failure |
| Medium | Limited functionality issue affecting some users | Slow performance in specific areas, non-critical feature unavailable |
| Low | Minor issues with limited impact | Cosmetic issues, feature enhancement requests |
5.4 Response Time Commitments
| Severity Level | Initial Response | Status Updates | Target Resolution |
|---|---|---|---|
| Critical | Within 1 hour | Every 2 hours | Within 4 hours |
| High | Within 4 hours | Every 24 hours | Within 24 hours |
| Medium | Within 24 hours | Every 48 hours | Within 72 hours |
| Low | Within 48 hours | Weekly | Within 10 business days |
Response times are measured during support hours only, except for Critical issues which are measured 24/7.
6. Data Management
6.1 Data Backup
- Full platform data backups are performed daily
- Incremental backups are performed hourly
- Backup data is stored in geographically diverse locations
- Backups are retained for at least 30 days
6.2 Data Recovery
- Recovery Point Objective (RPO): Maximum data loss of 1 hour in the event of a system failure
- Recovery Time Objective (RTO): System recovery within 4 hours for critical components
6.3 Data Integrity
- All data transactions use integrity verification mechanisms
- Database integrity checks are performed daily
- File integrity monitoring is continuously active
7. Security Standards
7.1 Security Measures
Plan Checker implements the following security measures:
- TLS/SSL encryption for all data transmissions
- Multi-factor authentication for administrative access
- Regular security assessments and penetration testing
- Vulnerability scanning and remediation
- Security incident response procedures
7.2 Compliance
The platform complies with:
- UK GDPR and Data Protection Act 2018 requirements
- PCI DSS standards for payment processing
- ISO 27001 security management principles
- Online Safety Act 2023 requirements
7.3 Security Incident Response
- Security incidents are addressed with the highest priority
- Users will be notified of security incidents that affect their data within 72 hours
- Post-incident reports will be provided for significant security events
8. Updates and Changes
8.1 Platform Updates
- Major platform updates will be announced at least 14 days in advance
- Release notes will be published for all updates
- Training or guidance materials will be provided for significant feature changes
- Beta testing opportunities may be offered for major new features
8.2 API Changes
- API changes that may affect integrations will be announced at least 30 days in advance
- Deprecated API features will be supported for at least 90 days after announcement
- API documentation will be updated concurrent with changes
8.3 User Interface Changes
- Significant user interface changes will be announced in advance
- Tutorial content will be updated to reflect interface changes
- Option to access legacy interfaces may be available during transition periods
9. Service Credits
9.1 Eligibility for Service Credits
Service credits may be available when Plan Checker fails to meet the availability commitment defined in this SLA, subject to the following conditions:
- The user must have a paid subscription plan (not applicable to free accounts)
- The user must submit a credit request within 30 days of the affected month
- The issue must not be related to the user's systems or connectivity
- Scheduled maintenance periods are excluded
9.2 Service Credit Calculation
| Monthly Availability | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% to 99.49% | 10% |
| 98.0% to 98.99% | 25% |
| Below 98.0% | 50% |
9.3 Claim Process
To claim service credits:
- Submit a claim to billing@planchecker.co.uk
- Include account details and the dates/times of unavailability
- Provide any error messages or screenshots if available
- Allow up to 30 days for claim review and processing
9.4 Credit Application
Approved credits will be applied to the next billing cycle or may be refunded at Plan Checker's discretion.
10. Limitations and Exclusions
The following are excluded from SLA calculations and service credit eligibility:
10.1 Excluded Events
- Force majeure events (natural disasters, wars, terrorist acts, riots, government actions)
- Internet connectivity issues outside Plan Checker's control
- User's equipment, software, or connectivity issues
- Unauthorized modifications to platform APIs or interfaces
- Abuse or violation of Terms of Use or User Agreement
- Beta or preview features explicitly marked as such
10.2 Third-Party Services
- Performance of third-party payment processors
- Performance of external API services or integrations
- Third-party hosting or CDN service issues beyond our control
- Issues with email delivery to user-provided email addresses
11. Communication Procedures
11.1 Service Status Communication
Users will be informed about service status through:
- Status page: [Insert Status Page URL when available]
- Email notifications (for significant outages)
- In-platform notifications
- Social media channels for widespread issues
11.2 Incident Communication Timeline
For significant service disruptions:
- Initial notification within 30 minutes of confirmed disruption
- Status updates at least every 2 hours
- Resolution notification when service is restored
- Post-incident report within 72 hours for major incidents
12. Changes to this SLA
We may update this Service Level Agreement from time to time. Changes will be effective upon posting on the Platform with an updated "Effective Date." For material changes that reduce service levels, we will provide notification at least 30 days in advance via email or through the Platform.
13. Contact Information
For questions regarding this Service Level Agreement, please contact:
Plan Checker (Trading Name of Elegance Engineering Ltd.)
Email: info@planchecker.co.uk
Company Registration No: 15900115
Registered in England and Wales
By using Plan Checker, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.