Service Level Agreement

This Service Level Agreement ("SLA") describes the availability and support commitments for the Onplana platform operated by Devsoft Solutions. It supplements our Terms of Service.

This is an introductory SLA. Onplana is a young product and we would rather publish honest, conservative numbers than impressive ones we have not yet earned. We may revise this SLA as the service matures, with at least 30 days notice as described in section 7.

1. Scope and definitions

• "Platform" means the Onplana web application at app.onplana.com and its API.
• "Published-app hosting" means the serving of user-built apps at live URLs under onplana.app (for example my-app.onplana.app).
• "Monthly uptime" means the percentage of minutes in a calendar month during which the Platform was available, as measured by our monitoring, excluding the items in section 4.
• "Paid plans" means the Starter, Professional, Business, Enterprise, and Enterprise+ plans.

2. Uptime target

For organizations on paid plans, we target 99.5% monthly uptime for the Platform.

This is a target, not a guarantee. It is not credit-backed: no service credits, fee reductions, or refunds are offered under this SLA if the target is missed in a given month. Refunds and cancellation are governed solely by section 4.4 of the Terms of Service. We publish the target so you know what we hold ourselves to, and we treat a missed month as an engineering incident to be explained, not explained away.

The Free plan is provided as-is and as-available, with no uptime target or commitment.

3. Published-app hosting

Published-app hosting is an included hosting allowance, not a standalone hosting product.

• On the Free and Starter plans, published-app hosting is provided as-is and as-available, with no uptime commitment.
• On the Professional plan and above, published-app serving shares the Platform's 99.5% monthly uptime target (again as a target, not credit-backed).
• An app that is unavailable because it was taken down or its organization was suspended under the Acceptable Use Policy, the Copyright & DMCA Policy, or the Terms of Service does not count as downtime.

4. Exclusions

The following are excluded from the monthly uptime calculation:

• Scheduled maintenance announced in advance (section 5).
• Emergency maintenance required to address a security vulnerability or imminent risk to data integrity.
• Factors outside our reasonable control, including failures of upstream cloud, network, DNS, or certificate providers, internet-wide disruptions, denial-of-service attacks, and force majeure events.
• Unavailability caused by your own actions or content, including the code and assets of a published app itself.
• Suspensions and takedowns under the Terms of Service or the Acceptable Use Policy.
• Features identified as beta, preview, or experimental, and the free tools on onplana.com.

5. Scheduled maintenance

Where practical we announce scheduled maintenance at least 48 hours in advance, via the in-app What's New feed or email, and schedule it in low-traffic windows. Scheduled maintenance is excluded from the uptime calculation.

6. Support

Support is provided by email at support@onplana.com, during business hours (Monday to Friday). The table below shows our first-response targets by plan tier. These are targets we aim for, not contractual guarantees; actual resolution time depends on the issue.

Confirmed platform-wide outages and security incidents are prioritized ahead of the table above, on every plan. Reports of phishing or malware on published apps are handled under the Acceptable Use Policy and are also prioritized regardless of plan.

7. Changes to this SLA

This SLA is introductory and may be revised as the service matures. We will provide at least 30 days notice of material changes, via email or in-app notification, before they take effect. The "Last updated" date at the top of this page reflects the most recent revision.

8. Contact

Questions about this SLA: support@onplana.com. Enterprise and Enterprise+ customers interested in custom SLA terms should contact hi@onplana.com.