Effective Date: March 21, 2026 · Last Updated: March 21, 2026
This Service Level Agreement ("SLA") is part of the Terms of Servicebetween Ripluo LLC ("Ripluo," "we," "our," or "us") and you ("Customer," "you," or "your"). It defines our commitments regarding service availability, support response times, and remedies for service disruptions.
1. Service Availability
1.1 Uptime Commitment
Ripluo commits to a monthly uptime target of 99.9%for the core application at app.ripluo.com ("Service Uptime"). This means no more than approximately 43 minutes of unplanned downtime per month.
1.2 How Uptime Is Measured
Service Uptime is calculated as the percentage of total minutes in a calendar month during which the Service is available, excluding Excused Downtime (defined in Section 4).
Formula: Service Uptime = ((Total Minutes − Unplanned Downtime Minutes) / Total Minutes) × 100
"Downtime" means any period during which the Service's core functions (login, event management, data access) are materially unavailable or unusable, as measured by Ripluo's monitoring systems.
2. Service Credits
If Ripluo fails to meet the 99.9% uptime commitment in a given calendar month, paid customers are eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
2.1 How to Request Credits
To receive a service credit, you must submit a request to support@ripluo.com within 30 days of the end of the month in which the downtime occurred. The request must include the dates and times of the downtime you experienced. Ripluo will review the request against our monitoring data and apply valid credits to your next billing cycle.
2.2 Credit Limitations
- Service credits are issued as account credits, not cash refunds
- Credits cannot exceed 50% of your monthly subscription fee for any single month
- Credits are not available for accounts on the Free plan
- Credits do not carry over — they must be used within 12 months of issuance
3. Scheduled Maintenance
Ripluo performs scheduled maintenance to ensure the Service remains secure, reliable, and up to date. Scheduled maintenance is not counted as downtime for SLA purposes.
- Maintenance Window: Scheduled maintenance is typically performed between 2:00 AM – 6:00 AM Eastern Time on weekdays
- Advance Notice: We will provide at least 48 hours' notice for planned maintenance that may affect Service availability via email and/or in-app notification
- Emergency Maintenance: In rare cases, emergency maintenance may be required with less than 48 hours' notice to address critical security vulnerabilities or stability issues. We will provide as much notice as reasonably possible.
4. Excused Downtime
The following are excluded from uptime calculations ("Excused Downtime"):
- Scheduled Maintenance: As described in Section 3
- Force Majeure: Events beyond Ripluo's reasonable control, including natural disasters, acts of war or terrorism, pandemics, government actions, internet backbone failures, or widespread infrastructure outages
- Third-Party Services: Outages caused by third-party service providers (e.g., Stripe payment processing, cloud infrastructure providers) that are beyond Ripluo's control
- Customer Actions: Downtime resulting from the Customer's misuse of the Service, unauthorized modifications, or actions that violate the Terms of Service
- Internet Connectivity: Issues with the Customer's internet connection or local network
5. Support Response Times
Ripluo provides customer support via email at support@ripluo.com. Response times vary by subscription tier and issue severity:
| Severity | Description | Free | Plus | Pro | Enterprise |
|---|---|---|---|---|---|
| Critical | Service is completely unavailable or data loss is occurring | 48 hours | 12 hours | 4 hours | 1 hour |
| High | Major feature is unavailable with no workaround | 72 hours | 24 hours | 8 hours | 4 hours |
| Medium | Feature is impaired but a workaround exists | 5 business days | 3 business days | 1 business day | 8 hours |
| Low | General questions, feature requests, minor issues | 7 business days | 5 business days | 2 business days | 1 business day |
Response times refer to the initial acknowledgment of a support request, not the time to resolution. Resolution times depend on the complexity of the issue.
6. Enterprise Support
Enterprise plan customers receive additional support benefits:
- Dedicated Account Manager: A named point of contact for onboarding, training, and ongoing support
- Priority Escalation: Direct escalation path for critical issues
- Quarterly Business Reviews: Periodic check-ins to review usage, address concerns, and discuss product roadmap
7. Incident Communication
During service disruptions, Ripluo will:
- Acknowledge the incident within the response time corresponding to the severity level
- Provide status updates at regular intervals until the issue is resolved
- Publish a post-incident summary for critical outages lasting more than 1 hour, including root cause analysis and preventive measures
8. Modifications to This SLA
Ripluo may update this SLA from time to time. We will provide at least 30 days' notice before any changes that reduce our service commitments take effect. Changes that improve our commitments may take effect immediately. Continued use of the Service after the effective date of changes constitutes acceptance of the updated SLA.
9. Contact Information
For questions about this Service Level Agreement or to submit a service credit request, contact us at:
Ripluo LLC
Email: support@ripluo.com
Website: ripluo.com