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This Service Level Agreement ("SLA") is incorporated into the Terms of Service ("Terms") between Plane Software, Inc. ("Plane") and Customer. It describes Plane's availability commitments and the remedies available to Customer if those commitments are not met.
Capitalized terms not defined in this SLA have the meanings given in the Terms.
This SLA applies only to the cloud-hosted Service (Plane Cloud). Self-hosted and air-gapped deployments are managed by Customer on Customer's own infrastructure, and availability is Customer's responsibility for those deployments. Self-hosted customers receive support according to their subscription tier but are not eligible for uptime commitments or service credits described herein. Free plan accounts are not subject to uptime guarantees, service credits, or response time commitments under this SLA.
Plane will use commercially reasonable efforts to maintain the cloud-hosted Service at the following Monthly Uptime Percentage targets during each calendar month (the "Uptime Commitment"):
"Monthly Uptime Percentage" is calculated as:
((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
"Downtime" means a period during which the core functionality of the cloud-hosted Service is materially unavailable to Customer, as measured by Plane's monitoring systems. Downtime is measured in minutes and begins when Plane confirms the outage (either through automated monitoring or upon verification of a Customer report) and ends when the Service is restored.
Downtime does not include unavailability caused by:
(a) Scheduled maintenance. Planned maintenance windows for which Plane provides at least three (3) days' advance notice via email or in-product notification. Plane will schedule maintenance during low-traffic periods (typically weekends or late evenings U.S. time). For emergency maintenance required to address security vulnerabilities or urgent issues, Plane will endeavor to provide at least sixty (60) minutes' notice when practicable.
(b) Force majeure. Events beyond Plane's reasonable control, as described in Section 16.5 of the Terms.
(c) Customer-caused issues. Outages resulting from Customer's equipment, software, network connections, or actions (including misconfigured API integrations or exceeding documented rate limits).
(d) Third-party services. Failures of third-party services or integrations not operated by Plane.
(e) Suspension. Periods during which Customer's access is suspended under the Terms (such as for non-payment under Section 7.9 or AUP violations under Section 9.4).
(f) Beta Services. Availability of Beta Services, which are not covered by this SLA.
If Plane fails to meet the Uptime Commitment in a given calendar month, Enterprise and Business plan customers may be eligible for Service Credits as described below. Pro plan customers are not eligible for service credits, as the Pro uptime target is not financially backed. Free plan accounts are not eligible for service credits. Service Credits are Customer's sole and exclusive remedy for Plane's failure to meet the Uptime Commitment.
| Monthly Uptime Percentage | Service Credit (% of monthly fees) |
|---|---|
| Below 99.5% but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
Service Credits are calculated as a percentage of the monthly fees actually paid by Customer for the affected month. For annual subscriptions, the monthly fee is one-twelfth (1/12) of the annual fee.
Service Credits for any single calendar month will not exceed one hundred percent (100%) of Customer's monthly fees for that month. Service Credits are not refundable in cash and may only be applied against future invoices. Any unused credits expire upon termination of Customer's subscription.
To receive a Service Credit, Customer must submit a written request to support@plane.so within thirty (30) days of the end of the month in which the Downtime occurred. The request must include the dates and times of the claimed Downtime and a description of the impact. Plane will review the claim and, if validated against Plane's monitoring data, apply the Service Credit to Customer's next invoice.
Plane provides support for the cloud-hosted Service through the following channels: in-app support, email support at support@plane.so, and the Documentation at docs.plane.so.
For cloud-hosted customers, support covers the Service itself, including platform functionality, account and billing inquiries, and assistance with Plane's APIs and integrations as documented.
For self-hosted and air-gapped customers, support is limited to the Plane software and does not extend to Customer's infrastructure, networking, operating system, or third-party components, as described in Section 3.2(d) of the Terms.
Plane classifies support requests by severity as follows:
| Severity | Description |
|---|---|
| Critical | Service is completely unavailable or a core function is non-operational for all or most Authorized Users, with no workaround |
| High | A major feature is significantly impaired, affecting multiple Authorized Users, with limited workaround |
| Medium | A feature is partially impaired with an available workaround, or a non-critical issue affecting a limited number of Authorized Users |
| Low | General questions, minor issues, feature requests, or cosmetic defects |
Upon receiving a support request, Plane targets the following initial response times based on severity and plan:
| Severity | Enterprise | Business | Pro | Free |
|---|---|---|---|---|
| Critical | 30 minutes | 1 hour | 4 business hours | No guarantee |
| High | 2 hours | 4 hours | 1 business day | No guarantee |
| Medium | 8 hours | 24 hours | 2 business days | No guarantee |
| Low | 24 hours | 48 hours | 5 business days | No guarantee |
"Business hours" means 9:00 AM to 6:00 PM U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays. Enterprise and Business plans with 24/7 coverage include weekends and holidays for critical and high-severity issues.
Response times are targets, not guarantees. Plane will use commercially reasonable efforts to meet these targets. Failure to meet a response time target does not constitute a breach of the Terms or give rise to Service Credits. For Critical issues, Plane commits to work continuously on a fix or viable workaround until restoration of service.
Plane will provide at least three (3) days' advance notice of scheduled maintenance via email or in-product notification. Plane will schedule maintenance during low-traffic periods (typically weekends or late evenings U.S. time). For emergency maintenance required to address security vulnerabilities or urgent issues, Plane will endeavor to provide at least sixty (60) minutes' notice when practicable, except in extreme emergencies where immediate action is required.
Plane maintains a public status page where Customer can monitor the current status of the Service and subscribe to incident notifications. Incident history and post-incident reports are published on the status page.
During unplanned Downtime, Plane will provide timely updates through the status page and, for major incidents, via email. After resolution of significant incidents, Plane will publish a post-incident summary including root cause, impact, and steps taken to prevent recurrence.
Plane may update this SLA from time to time. Changes to this SLA are subject to the amendment provisions in Section 16.8 of the Terms. Plane will provide at least thirty (30) days' notice before changes that materially reduce the Uptime Commitment or Service Credit amounts take effect.
For SLA-related questions or to submit a Service Credit request, contact:
Plane Software, Inc.
Email: support@plane.so