social.plus Service Level Agreement
This Service Level Agreement ("SLA") forms an essential part of the Master Services Agreement ("MSA") entered into between social.plus and the Customer.
In addition to providing access to the Product as described in the applicable Order Form, social.plus will provide technical support services in accordance with this SLA.
This SLA shall be read together with the applicable Order Form, the Master Subscription Agreement, and the Data Processing Agreement.
1. Service Availability
1.1 Availability Commitment
social.plus will use commercially reasonable efforts to make the SDK available with a Monthly Uptime Percentage of at least 99.9%.
In addition, social.plus targets:
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): up to 24 hours
1.2 Uptime Definition
The Product is considered operational when:
- The average response time for API requests is less than 3 seconds; and
- The API success rate exceeds 80% (excluding failures caused by rate limiting).
Official availability status is reflected at: status.social.plus
1.3 Monthly Uptime Percentage
Monthly Uptime Percentage is calculated as:
(Minutes in Month − Downtime Minutes − Region Unavailability Minutes) ÷ Minutes in Month
Where:
Downtime means total accumulated minutes during which the Product has no external connectivity.
Region Unavailability means an outage of the AWS region hosting the applicable SDK infrastructure.
Downtime resulting from SLA Exclusions (Section 1.4) is excluded from the calculation.
1.4 SLA Exclusions
The availability commitment does not apply to unavailability resulting from:
- Customer-side configuration errors or administrative human error;
- AWS regional outages;
- Scheduled maintenance communicated in advance;
- Suspension or termination of Customer access in accordance with the Agreement.
2. Support and Incident Management
Technical Support means assistance provided by social.plus to address server-related incidents, defects, and operational issues affecting the Product.
Support commitments depend on:
- The Incident Severity Level (S1–S4); and
- The Support Plan selected in the Order.
2.1 Severity Definition
Severity 1 (S1) – Critical: A system-down emergency that severely impacts the Customer's ability to conduct business and for which no workaround exists. Target: restore service and/or provide a workaround within the applicable resolution timeframe.
Severity 2 (S2) – High: A significant issue impacting core functionality but allowing business operations to continue.
Severity 3 (S3) – Medium: A partial loss of non-critical functionality or issue with available workaround.
Severity 4 (S4) – Low: General inquiries, cosmetic issues, minor bugs, or feature requests.
2.2 Response & Resolution Times
| Incident Severity Levels | Target Type | Standard Support (Free) | Business Support ($500/month) | Enterprise Support ($3,000/month) |
|---|---|---|---|---|
| (S1) Critical | Response Target | < 1 hour (24/7) | < 1 hour (24/7) | < 30 mins (24/7) |
| Resolution Target | < 4 hours (24/7) | < 4 hours (24/7) | < 2 hours (24/7) | |
| (S2) High | Response Target | – | < 4 business hours | < 2 hours (24/7) |
| Resolution Target | – | < 7 business days | < 5 business days | |
| (S3) Medium | Response Target | – | < 24 business hours | < 2 hours (24/7) |
| Resolution Target | – | < 21 business days | < 10 business days | |
| (S4) Low | Response Target | – | < 48 business hours | < 4 hours (24/7) |
| Resolution Target | – | < 30 business days | < 30 business days |
Response Time means the time between receipt of a valid support request and initial acknowledgment by social.plus.
Resolution Time means the target time to restore service or provide a workaround. Resolution time begins once social.plus receives sufficient information to reproduce the issue.
All timelines represent target service levels and are measured during applicable coverage hours.
3. Support Plans and Included Services
| Standard Support (Free) | Business Support ($500/month) | Enterprise Support ($3,000/month) | |
|---|---|---|---|
| Dedicated Support Agent | ✅ | ✅ | |
| Dedicated Solution Engineer (SLE) | – | – | ✅ |
| 24/7/365 Support | For S1 Issues Only | For S1 Issues Only | For any issue |
| Ticketing Portal & Support Forum | ✅ | ✅ | ✅ |
| Support Channel | General Support Email | Dedicated Support Email (Priority replies) | Dedicated Slack Channel |
| Technical Calls with SLE | Up to 1 time/month (on-demand) | Up to 2 times/month (recurring basis) | |
| Executive Engagement Reviews | – | – | Quarterly |
| Early Access Program | – | – | ✅ |
| Roadmap Influence | – | – | ✅ |
Early Access Program: Get early beta access to all our newest features and provide feedback that shapes the future of the social.plus platform.
Roadmap Influence: A commitment to understand and consider your feature requests for inclusion on our product roadmap.
3.1 Solution Engineers (SLE) Sessions
The SLE sessions referred to in the table above are one-on-one technical calls reserved for:
- Live troubleshooting;
- Architectural guidance
- Code-level implementation support
- Integration best practices
Unused sessions do not roll after the end of the applicable calendar month unless otherwise agreed upon in writing.
4. Support Plans Fees
The Support Plan selected by the customer is indicated in the applicable Order Form. If no paid Support Plan is selected, the Standard Support plan applied by default.
Paid Support Plans Fees:
- Business Support: $500/month
- Enterprise Support: $3,000/month
Fees are invoiced in accordance with the Order Form.
4.1 Changes to the Chosen Support Plan
Customers may request to upgrade their Support Plan at any time upon written notice. Changes will be reflected via a new Order Form, and will be effective from its execution onwards.
5. Service Credits
social.plus will use commercially reasonable efforts to meet all SLA commitments. In case of failure, the Service Credits described in this section will apply.
Service Credits for failure in meeting the committed Monthly Uptime Percentage (MUP):
- MUP between 99.0% – 99.9% → 10% credit of monthly recurring charges
- MUP between 95.0% – 99.0% → 30% credit of monthly recurring charges
- MUP below 95.0% → 100% credit of monthly recurring charges
Service Credits for exceeding the targets Response or Resolution times for support requests:
- Response or Resolution 20% over target → 10% credit of monthly recurring charges
- Response or Resolution 50% over target → 30% credit of monthly recurring charges
- Response or Resolution 100% over target → 100% credit of monthly recurring charges
5.1 Claim Procedure
To claim Service Credits, the Customer must submit a request through the Support Portal within two billing cycles from the incident.
The request must include:
- "social.plus SLA Service Credit Request" in subject line
- Date and times of incident
- AWS region affected (if applicable)
- API key or account identifier
- Relevant request logs (confidential data redacted)
If validated, credits will be applied automatically at the next billing cycle.
Failure to provide required information disqualifies the claim.
Unless otherwise stated in the Master Subscription Agreement, this SLA sets forth the Customer's sole and exclusive remedies for support failures.