Service Level Agreement

The Service Level Agreement ("SLA") outlines the level of service uptime expected from Plodium. This SLA applies to all users that have an active subscription to Plodium's services. Use of Plodium's services is subject to, and constitutes acceptance of, Plodium's Terms of Service ("ToS") which is available on https://plodium.com.

For proper interpretation of these Terms and any associated Service Level Agreement (SLA), the following definitions apply, unless the context otherwise requires:

1. User: Any individual or entity maintaining an active subscription to Plodium’s services.

2. Base Monthly Service Fee: The core recurring fee paid for the standard subscription level. This specifically excludes one-time setup fees, taxes, or charges for optional add-ons, such as additional storage, dedicated IP addresses, or premium support features.

Plodium cannot be held accountable for any downtime caused by the following factors:

1. Emergency & Scheduled Maintenance: Plodium may perform emergency or scheduled maintenance periodically to maintain, enhance, or improve its services. Such maintenance may result in temporary interruptions, delays, or downtime. Where reasonably practicable, users will be notified in advance of any scheduled maintenance.

2. Resource Limitations: Interruptions or downtime resulting from a service consuming more resources than allocated are not covered under our SLA.

3. Client-Side Configurations: Issues arising from client-side configurations, including but not limited to network settings or software conflicts, are outside of Plodium's control and are not covered under our SLA.

4. Client-Caused Interruptions: Any interruptions or downtime caused by the client, including but not limited to the installation of third-party files, software, or custom scripts.

5. Software Error & Failure: Any downtime caused by software errors or failures in Plodium's systems are not covered under our SLA.

6. Force Majeure: Plodium is not responsible for any downtime caused by events beyond its reasonable control, including but not limited to natural disasters, acts of government, or other extraordinary circumstances.

Plodium is committed to providing a reliable and high-quality service, with a target uptime of 99.8% per month. This means that all covered services should be available and operational for at least 99.8% of the time in any given calendar month. In the event that Plodium fail to meet this uptime target in a given month, affected users may be eligible for service credits. A credit of 10% of the user's base monthly service fee will be applied for the first hour of downtime, followed by an additional 10% for every subsequent hour, capped at a maximum of 80% of the user's base monthly service fee. Users wishing to request a credit must submit a claim within 30 days of the downtime incident in question, at support@plodium.com.

Plodium reserves the right to amend this SLA at any time. Any amendments will be effective immediately upon posting on our website. Users are encouraged to review this SLA periodically to stay informed about any changes.