Ploy
Service Level Agreement
Effective date: May 2026
1. Purpose and scope
This Service Level Agreement (the “SLA”) describes the service levels Join Ploy Ltd (“Ploy”) commits to in delivering the Ploy Software-as-a-Service platform (the “Service”) to its customers (“Customer”). It applies to all customers of the Service and forms part of the agreement between Ploy and the Customer alongside the Order Form, Terms of Business, and Data Processing Addendum.
Ploy reserves the right to evolve this SLA over time. Any material change will be notified to customers at least 30 days in advance, by email to the Customer's nominated point of contact and by publication of the updated SLA on Ploy's website.
2. Support hours and channels
2.1 Hours of operation
Support hours — Monday to Friday, 09:00–17:00 UK time (GMT/BST), excluding UK public holidays. All response and resolution targets in section 3 are measured against these support hours.
Incidents reported outside support hours — are acknowledged at the start of the next UK business day. The response clock starts at the next business-day opening.
Data-breach notification — notwithstanding support hours, Ploy will notify the Customer of any personal data breach without undue delay and in any event within 24 hours of becoming aware, in accordance with the Ploy Data Processing Addendum, Clause 8. This obligation operates independently of this SLA.
2.2 Contact methods
Dedicated support email.
Named Customer Success Manager assigned to the Customer.
Security incident reporting channel for the Customer to report suspected security events to Ploy's Security Officer.
3. Severity classification, response and resolution
Ploy operates a four-tier priority model. Priority is assigned jointly between Ploy and the Customer at the point of incident declaration. Either party may request an escalation review of the priority assignment at any time.
Response time is measured from receipt of the incident report by Ploy support to first acknowledgement by a named Ploy support engineer (not an automated reply). Resolution time is measured from acknowledgement to a permanent fix, a documented workaround, or a clear action plan with a target completion date.
Priority | Description | Initial Response | Target Resolution |
P1 | Critical. Production Software is fully unavailable to all users, or a critical security incident is in progress with material customer-data risk. | 1 business hour | 4 business hours |
P2 | High. A major feature or component is non-functional, affecting the majority of in-scope users. The core service continues to operate. | 2 business hours | 1 business day |
P3 | Medium. A non-critical feature is not operating as documented, or service performance is degraded for a subset of users. A workaround is typically available. | 4 business hours | 3 business days |
P4 | Low. Cosmetic issues, documentation requests, general questions, or minor bugs with no business impact. | 1 business day | 5 business days, or next minor release |
4. Communication and escalation
Initial notification — Ploy will notify the Customer's nominated single point of contact promptly upon detection of any unplanned P1 incident during support hours, and in any event within 1 business hour.
Status updates — Ploy provides regular status updates during a P1 incident, and at least daily during a P2 incident, until resolution, throughout support hours.
Post-incident Root Cause Analysis (RCA) — Ploy will provide a written RCA report within 5 business days of resolution for any P1 or P2 incident. The RCA covers what happened, the impact, the root cause, what was done to resolve it, and what will be done to prevent recurrence.
Escalation — P1 incidents are automatically escalated to Ploy's Security Officer and CTO on declaration. The Customer may request escalation at any time via the support email.
Security incidents — Personal data breaches are notified to the Customer within 24 hours of Ploy becoming aware, in accordance with the Ploy DPA. This obligation operates independently of support hours.
5. Service availability
Ploy will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9%, as measured by Ploy across each calendar quarter of the term.
Monthly Uptime Percentage is calculated as: (Total Minutes in Month − Unavailable Minutes) / Total Minutes in Month, expressed as a percentage. The figure assessed for service-credit purposes is the average Monthly Uptime Percentage across the calendar quarter.
The Service is considered “available” when an Authorised User can authenticate to the Service and initiate a core action (for example, access a campaign, run a report, or initiate a search). Scheduled maintenance windows and excluded events (see section 10) are not counted as Unavailable Minutes.
5.1 Recovery objectives
Recovery Time Objective (RTO) — 8 hours. The maximum time targeted from declaration of a significant business disruption to restoration of production capability.
Recovery Point Objective (RPO) — 24 hours. The maximum acceptable interval of customer data loss in the event of a disaster.
Recovery objectives are validated annually through documented disaster-recovery testing. Test results are available to Customers on request.
6. Service credits and remedies
If Ploy fails to meet the uptime commitment in section 5 across a given calendar quarter, the Customer may claim a service credit in accordance with the ladder below. The maximum credit claimable in any one quarter is one (1) month of Software subscription fees.
Quarterly Average Uptime | Service Credit |
> 99.9% | No credit |
99.0% – 99.9% | 8 hours of Software subscription fees |
95.0% – 99.0% | 1 day of Software subscription fees |
< 95.0% | 1 month of Software subscription fees |
6.1 Sole and exclusive remedy
Service credits are the Customer's sole and exclusive financial remedy for any failure by Ploy to meet the uptime commitment in section 5. Service credits are not refunds and may only be applied as a credit against future fees payable by the Customer to Ploy.
6.2 Claiming a credit
To claim a service credit the Customer must submit a written claim to Ploy within 30 days of the end of the affected calendar quarter. Ploy will review the claim and, where validly due, apply the credit against the next invoice. Service credits do not roll over beyond the term of the agreement.
7. Scheduled maintenance
Routine maintenance — Ploy schedules routine maintenance outside UK business hours, preferring weekend windows of 22:00–06:00 GMT/BST.
Advance notice — Ploy provides at least five (5) business days' written notice of any maintenance window that may cause Service degradation or downtime, via the Customer's nominated SPOC.
Emergency maintenance — Where maintenance is required to address a critical security or stability issue, Ploy may proceed with shorter notice. The Customer is notified as soon as reasonably practicable with the reason and expected duration.
Exclusion from uptime calculations — Scheduled and notified maintenance windows are excluded from Monthly Uptime calculations.
8. Reporting and transparency
Quarterly availability report — On request, Ploy will provide the Customer's nominated SPOC with a report covering uptime achieved over the previous calendar quarter, incidents raised by severity, response and resolution times against SLA, and an RCA summary for any P1 or P2 incidents.
9. Security patching
Ploy applies the following remediation SLAs across its production infrastructure, governed by the Vulnerability Management Policy:
Severity | CVSS Range | Remediation SLA |
Critical | 9.0 – 10.0 | 24 – 48 hours |
High | 7.0 – 8.9 | 3 business days |
Medium | 4.0 – 6.9 | 30 days |
Low | < 4.0 | 90 days, or next minor release |
Production deployments are gated on Critical and High vulnerabilities being resolved or covered by a documented exception with compensating controls approved by the Security Officer.
10. Exclusions
The Service availability commitment in section 5 and the response and resolution commitments in section 3 do not apply where unavailability or delay is caused by:
Scheduled maintenance windows notified in accordance with section 7, or emergency maintenance notified in accordance with section 7.
Force majeure events, including but not limited to acts of God, acts of government, fire, flood, earthquake, civil unrest, acts of terror, or pandemics.
Failures of internet service providers, domain name service providers, certificate authorities, or other third-party services outside Ploy's reasonable control.
Issues arising from Customer-supplied configuration, Customer-supplied data, or Customer equipment or systems integrated with the Service.
Use of the Service in a manner other than as documented or authorised.
Beta, pre-release, or evaluation features.
Suspension or termination of the Customer's account for breach of the Terms of Business, including non-payment.
11. Definitions
“Authorised User” — an individual authorised by the Customer to access the Service under the agreement.
“Monthly Uptime Percentage” — as defined in section 5.
“Priority” / “P1” / “P2” / “P3” / “P4” — the severity classifications defined in section 3.
“RTO” — Recovery Time Objective, as defined in section 5.1.
“RPO” — Recovery Point Objective, as defined in section 5.1.
“Service” — the Ploy SaaS platform as described in the Order Form.
“SPOC” — single point of contact — the named individual or distribution group nominated by the Customer to receive communications under this SLA.
Join Ploy Ltd, 12-18 Hoxton Street, London, N1 6NG, United Kingdom. Company number 14724987.