Cloud service
Service Level Agreement
Effective September 3, 2026
This SLA is Exhibit A to the PlanitService Terms of Service. Using https://planitservice.com on a paid plan accepts both documents.
This Service Level Agreement (“SLA”) is part of the PlanitService Terms of Service. If this SLA and the Terms conflict on availability, credits, or support response, this SLA controls. Capitalized terms not defined here have the meaning in the Terms.
1Covered service
This SLA covers the production PlanitService cloud application at https://planitservice.com: sign-in, Property Records, shop quoting, materials, estimates, and billing screens we host. It applies only to paid subscriptions in good standing (homeowner Standard or Pro per property, shop plans, and paid extra seats).
It does not cover free trials, unpaid or past-due accounts, sample or demo houses, beta features marked as preview, or anything you host yourself.
2Monthly uptime commitment
We will make the Covered Service Available at least 99.9% of each calendar month, excluding Permitted Downtime.
Available means a paying user can authenticate and load the shop dashboard or a Property Record they are authorized to see, from our production edge, for a continuous five-minute window.
Downtime is any period of five or more consecutive minutes when the Covered Service is not Available because of a failure in systems we control.
Monthly Uptime Percentage = (total minutes in the month − Permitted Downtime − Downtime) ÷ (total minutes in the month − Permitted Downtime) × 100.
3Service credits
If Monthly Uptime Percentage falls below 99.9% in a month, you may request a service credit against the subscription fees you actually paid us for that month (excluding taxes, Stripe fees, and one-time charges):
| Monthly Uptime Percentage | Credit |
|---|---|
| Less than 99.9% and at least 99.0% | 10% of that month’s paid fees |
| Less than 99.0% and at least 95.0% | 25% of that month’s paid fees |
| Less than 95.0% | 50% of that month’s paid fees |
Credits are the sole and exclusive remedy for missed uptime. They are not cash, not transferable, and apply only to a future PlanitService invoice. The credit for a month cannot exceed 50% of the fees you paid us for that month. Unused credits expire if the account is closed.
4How to claim a credit
Email support@planitservice.com within 30 days after the month ends. Include the account email, the affected plan (shop or Property Record), UTC start and end of each Downtime period, and how you observed it. We may ask for request IDs or screenshots.
We will confirm or explain the measurement within 10 business days. Approved credits appear on the next billing cycle after we verify the incident.
5Permitted Downtime
The following do not count against Monthly Uptime Percentage:
- Scheduled maintenance, if we post notice at least 72 hours ahead. We aim for Sundays 1:00 a.m.–5:00 a.m. US Eastern, and no more than four hours in a calendar month.
- Emergency maintenance needed to stop data loss, a security incident, or cascading failure.
- Failures of your network, device, browser, or credentials.
- Failures of third parties we do not operate: Stripe, map and geocoding providers, email delivery, the Grok auth broker, xAI, or your materials suppliers.
- Force majeure: war, flood, fire, epidemic, grid or backbone outage, or government order.
- Suspension for non-payment, abuse, or a lawful demand to take content down.
- Features you asked us to disable, or traffic far beyond your plan after we warned you.
6Support response
Paid accounts may email support@planitservice.com. Business hours are Monday–Friday, 9:00 a.m. to 6:00 p.m. US Eastern, excluding US federal holidays. We target first response as follows:
| Severity | Meaning | First response |
|---|---|---|
| P1 | Covered Service is down for all users on your account | 4 business hours |
| P2 | A core feature (quote, Property Record, billing) is unusable | 1 business day |
| P3 | Questions, copy, and non-blocking defects | 2 business days |
Response is an acknowledgment with an owner, not a finished fix. P1 and P2 are worked until the service is Available or we have a documented workaround.
7Data durability
We take a backup of production Property Record and shop data at least once every 24 hours. Recovery point objective is 24 hours. Recovery time objective for a region-level restore we control is 8 hours after we declare a disaster, excluding Permitted Downtime.
You own the content you put in a Property Record and in your shop materials. On written request from an account owner, we will export that content in a reasonable machine-readable form within 15 business days, while the account is in good standing or within 30 days after cancellation.
After cancellation we keep paid-account data for 30 days, then delete or irreversibly anonymize it, except records we must keep for tax, fraud, or law.
8Security commitments
- TLS for traffic between your browser and our production edge.
- Authenticated sessions for shop and homeowner accounts. We do not sell your Property Record.
- Customer data is scoped to the account that owns it. Shops see a house only when invited, paid, or otherwise authorized by the product rules.
- We will notify the account email of a confirmed unauthorized access to your content without undue delay, and in any case as required by law.
PlanitService is not a HIPAA business associate unless we sign a separate BAA. Do not store protected health information here.
9Limits
This SLA is not a warranty that every quote, measurement, or product cost is correct. Estimates are written by the shop. We do not guarantee workmanship of any contractor.
Credits are your exclusive remedy for our failure to meet this SLA. Nothing here expands the limitation of liability in the Terms. Governing law remains the State of Georgia, United States.