1.1. Overview. This Service Level Addendum (“SLA”) describes the standard software as a service and support levels currently offered by Planful to its Clients who have executed the Planful Master Subscription Agreement (“Agreement”) or agreed to be bound thereby. Capitalized terms not otherwise defined herein have the meanings ascribed to them in the Agreement.
1.2 Definition of Services. This SLA describes the availability of the Application Services, which include Financial Planning Services and Marketing Planning Services, and support offered by Planful for the Financial Planning Services Products that are identified on Planful Product Order Forms and installed on a server(s) managed by Planful and accessible to Client’s Users over the Internet.
1.3. Service Availability & Scheduled Maintenance.
Planful will use commercially reasonable efforts to provide availability to the Financial Planning Services on the Production Environment 99.5% of the time calculated as follows [(total-non-excluded-excluded)/(total-excluded)] ≥ 99.5%, assuming the following exclusions:
Maintenance and upgrade downtime;
Test Environment downtime;
Any unavailability caused by circumstances beyond Planful’s reasonable control, including without limitation, acts of God, strikes or other labor disturbances, war, whether declared or not, sabotage, and/or any other cause or causes, whether similar or dissimilar to those herein specified, which cannot reasonably be controlled by Planful, computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Planful’s possession or reasonable control, and including denial of service attacks against internet infrastructure providers;
Planful will use commercially reasonable efforts to provide availability to the Marketing Planning Services on the Production Environment 99.0% of the time calculated as follows [(total-non-excluded-excluded)/(total-excluded)] ≥ 99.0%, assuming the following exclusions:
Maintenance and upgrade downtime;
Test Environment downtime;
Any unavailability caused by circumstances beyond Planful’s reasonable control, including without limitation, acts of God, strikes or other labor disturbances, war, whether declared or not, sabotage, and/or any other cause or causes, whether similar or dissimilar to those herein specified, which cannot reasonably be controlled by Planful, computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Planful’s possession or reasonable control, and including denial of service attacks against internet infrastructure providers;
Should Planful fail to make the Application Services available as set forth in this Section above (“SLA Noncompliance”) in a calendar month, Client may continue to use the Application Services and receive a credit of prepaid subscription fees equal to one twelfth (1/12) of the annual subscription amount. To request the credit for SLA Noncompliance, Client must submit in writing a request for credit to support@planful.com within (60) days of the occurrence. Any such request should contain a detailed description and account of the reported occurrence. All claims will be verified against Planful system records. Should Planful dispute any period of unavailability alleged by Client, Planful will provide to Client a record of Application Services availability for the applicable period. Planful will provide such records only in response to claims made by Client in good faith. Should Planful in addition fail to make the Application Services available as set forth in Section above for three (3) consecutive calendar months, Client may terminate the Agreement by providing notice of termination in accordance with the Agreement, in which case Planful will refund to Client any prepaid fees for the remainder of the Subscription Term following the date of termination reduced by the amount of SLA Noncompliance credits paid to Client. The remedies described in this paragraph shall be the sole remedies available to Client for SLA Noncompliance.
2. Levels of Support & Availability
2.1 Essential Support. Planful Essential Support (previously Standard Support) is available to Clients who purchased Financial Planning Services and provides online case submissions with business-hour support providing call-back responses to Client issues and cases. All Planful Clients receive Essential Support which includes:
On-line support through Planful Customer Portal
On-line case submission
Toll-free telephone support
Under four (4) hour call-back response time
Four (4) Authorized Support Contacts
24 x 7 Critical Phone Support
Coverage from 8:00 AM to 6:00 PM (Customers selected time zone from options below) Monday through Friday, excluding holidays
USA Pacific Time
USA Eastern Time
USA Central Time
European (UTC)
Australia (AEST)
2.2. Pro Support and Pro Support Plus. Planful Pro Support and Pro Support Plus are available to Clients who purchased Financial Planning Services and provide for an enhanced level of support available to Planful Clients who have subscribed to the Pro Support service. Pro Support and Pro Support Plus include:
On-line support through Planful Customer Portal
On-line case submission
Toll-free telephone support
Under two (2) hour call-back response time
Four (4) Authorized Support Contacts
24 x 7 Critical Phone Support
Coverage from 6:00 AM to 6:00PM (Customers selected time zone from options below) Monday through Friday, excluding holidays
USA Pacific Time
USA Eastern Time
USA Central Time
European (UTC)
Australia (AEST)
3. Exclusions, Review & Validity of SLA
3.1 Review. The services described in this SLA will be reviewed and amended from time to time by Planful and the then current version of this SLA will be made available on the Planful website at https://planful.com/planful-sla/. Planful may review and change this SLA over time but cannot materially reduce its obligations herein without prior Client written approval.
3.2 Validity. This SLA is valid during any Subscription Term.
3.3 Exclusions. Planful will use reasonable commercial efforts to resolve all support requests submitted by Client as set forth in Section 2 above, except for issues reported to the extent due to the following factors:
Changes in the User environment on the Client workstation to unsupported software or hardware. The software and hardware currently supported by Planful can be found here.
Where Client has used the Application Services in a manner other than in accordance with the Documentation
Problems created as a result of Client’s changes to Client’s software, operating systems or hardware, telecommunications problems or as a result of customized changes to the Application Services unless such changes were previously agreed, in writing, by Planful
Planful shall have no obligations under this SLA during any period in which Client is in material breach of the Agreement, including any period in which Client has failed to meet its payment obligations there under
4. Additional Value Added Services
4.1. Application Performance. Planful will continually monitor application performance from multiple perspectives and provide support under this SLA to rectify and return to normal service and performance as described in the Documentation. Components that Planful continuously monitor for performance include but are not limited to:
Page Build Time
Planning Template Load Time
Planning Template Save Time
Report Query Execution Time
Network Traffic
Client Machine Operation Time
If at any time Planful identifies a concern with any of the monitored performance points, Client will be notified in writing and a support case will be opened to track the resolution of the issue.
4.2. Service Hosting Infrastructure. As a cloud-based EPM solution, the Planful trust team understands that data integrity is paramount in today’s Enterprise environment. It is for this reason that we strive to provide Enterprise class data security and system availability. Details of this can be found at trust.planful.com.
4.3. Data Backup Processes. Planful’s Client database backup processes include scheduled hourly incremental backups and weekly full backups. It is Planful’s policy to maintain Client backup data for 28 days. A Client application environment can typically be restored in hourly increments up to last 24hrs upon request.
4.4. Catastrophic Disaster Recovery. For Financial Planning Services Planful operates a secondary data center location that is located a minimum of three hundred and fifty (350) miles from the primary service data center. The secondary data center has been audited and validated to have controls, capacity & connectivity equal to or greater than the primary service data center. In the event that a catastrophic loss occurs to the primary service data center, Planful will initiate recovery within eight (8) hours of the event to recover Client applications to the secondary data center as detailed in the Planful’s disaster recovery plan. The recovery process to the secondary data center is tested no less than once per calendar year. Client data will be recovered to the time of the last backup which will be the most recent hourly backup successfully shipped, received and processed at the recovery data center which shall not be more two (2) hours. The objective for Client’s “return to operations” is within four (4) hours after the recovery process was initiated.