Hosted Service Plans

Service Level Agreement

Uptime commitments, support response times, and service guarantees for every TestPlanIt hosted plan.
Unlimited users on every tier.

Availability

Uptime Commitments

Uptime is measured monthly and excludes scheduled maintenance windows. Essentials tier workspaces hibernate after inactivity and wake in ~30 seconds—wake-up time is not counted as downtime.

Essentials · $99/mo

Best Effort

Hibernates when inactive

Team · $249/mo

99.5%

≤ 3 hrs 39 min downtime/mo

Professional · $499/mo

99.9%

≤ 43 min downtime/mo

Dedicated · $999/mo

99.9%

≤ 43 min downtime/mo

SLA-backed with credits

Support

Response Times

Response times represent the maximum time to first meaningful response. All times measured during the tier's support hours.

SeverityEssentialsTeamProfessionalDedicated
Critical72 hours24 hours4 hours1 hour
High72 hours24 hours8 hours4 hours
Normal72 hours48 hours24 hours8 hours
Low5 business days5 business days3 business days1 business day
Severity definitions: Critical = service unavailable, no workaround. High = major feature impaired, limited workaround. Normal = feature impaired, reasonable workaround exists. Low = general questions, feature requests, cosmetic issues.

Channels & Hours

Support Coverage

Higher tiers unlock faster channels and extended availability.

Essentials
Email support during business hours (Mon–Fri, 9 AM – 5 PM CT)
Team
Email support during business hours (Mon–Fri, 9 AM – 5 PM CT)
Professional
Priority email with extended hours (Mon–Fri, 7 AM – 9 PM CT)
Dedicated
Phone, video, and email · 24/7 on-call for critical issues

Getting Started

Onboarding

Every plan includes onboarding help. Higher tiers get hands-on setup assistance.

Essentials

Self-serve with documentation and video guides

Team

30-minute onboarding call with a team member

Professional

1-hour onboarding call plus data migration assistance

Dedicated

Full white-glove onboarding, migration, and configuration

Dedicated Tier

Service Credits

Dedicated tier customers are eligible for service credits if monthly uptime falls below 99.9%. Credits are applied to the next billing cycle.

Monthly UptimeCredit
99.0% – 99.89%10%
95.0% – 98.99%25%
Below 95.0%50%
Credits must be requested within 30 days of the affected month. Maximum credits per month: 50% of that month's subscription fee. Credits are not redeemable for cash.

Trust

Data & Security

Your data is yours. We host it, back it up, and keep it safe. That's it.

Data ownership
You retain full ownership of all data at all times. We will never sell, share, or mine your data.
Encryption
Data encrypted at rest and in transit (TLS 1.2+).
SSO & 2FA
Included on every plan at no additional cost.
Backups
Automated daily backups. Retention: 1 year (Essentials), 2 years (Team), 3 years (Professional), custom (Dedicated).
Data export
Export your data at any time. 30-day export window after cancellation before deletion.
Incident notification
Confirmed security incidents communicated within 72 hours of discovery.

Operations

Scheduled Maintenance

We keep maintenance minimal and predictable.

  • 48 hours advance notice for all scheduled maintenance
  • Maintenance windows during off-peak hours (10 PM – 6 AM CT) whenever possible
  • Maximum 8 hours of scheduled maintenance per calendar month
  • Emergency security patches may be applied with shorter notice

Scope

What This SLA Covers

This SLA applies to TestPlanIt hosted service plans only.

Not covered: Self-hosted deployments of the open-source software, free trial instances, beta or preview features, downtime caused by customer actions, third-party integrations, or internet connectivity issues beyond our network.

We reserve the right to modify this SLA with 30 days written notice. Material changes will not apply to existing customers until their next billing cycle.

TestPlanIt LLC

Questions about our SLA? Reach us at [email protected]

The TestPlanIt software is free and open source under AGPL-3.0.
This SLA governs only our hosted service plans.