Service Level Agreement

Uptime commitment and service credits for paid Pluse subscriptions.

Last updated: May 15, 2026  ·  Version 1.0

1. Overview

This Service Level Agreement (“SLA”) is part of and governed by the Pluse Terms of Service. It describes the uptime commitment Emmber, Inc. (“Pluse,” “we”) makes for the Pluse platform at pluse.to and the Pluse iOS application, and the service credits available if we fail to meet that commitment.

2. Scope & Eligibility

This SLA applies to paid Pluse subscriptions (the Pro, Crew, and MAX plans) during periods of paid service. The Free plan is provided as-is and is not covered by this SLA. Service credits are not available to Free-plan users.

To be eligible for service credits, a customer must:

• Be on an active paid subscription at the time of the Service Disruption.
• Be current on all payment obligations to Pluse.
• Submit a claim within 30 days after the end of the calendar month in which the Service Disruption occurred (see Section 6).
• Not be in material breach of the Terms of Service at the time of the claim.

3. Service Commitment

“Downtime” means a continuous period of two (2) minutes or more during which the Pluse web platform is unreachable or returns 5xx HTTP errors for substantially all customers, as measured by Pluse’s external monitoring system. Brief intermittent errors below the two-minute threshold are not counted as Downtime.

4. Service Credits

If Pluse fails to meet the Monthly Uptime target in any calendar month, eligible customers may claim a service credit calculated as a percentage of the affected month’s subscription fees:

Service credits are issued as a credit against future Pluse invoices for the same account. Credits are not refundable in cash, are non-transferable, and have no monetary value outside of the Pluse Service. The maximum credit issued in any calendar month is 50% of that month’s subscription fee.

5. Exclusions

The following are not counted as Downtime and do not qualify for service credits:

• Scheduled maintenance announced at least 48 hours in advance, ordinarily performed outside of peak usage hours.
• Emergency maintenance required to address a critical security vulnerability or imminent service-impacting issue.
• Customer-caused issues — including misuse of the API, violation of rate limits, exceeding plan resource limits, or misconfiguration of the customer’s account or integrations.
• Third-party service failures outside of Pluse’s control, including but not limited to: Stripe, QuickBooks/Intuit, Plaid, Apple App Store, Google Play Store, the DigitalOcean Generative AI Platform (Lux), or the customer’s own internet service. A failure of an integrated third-party service may cause specific features (payments, accounting sync, AI assistant) to be unavailable without constituting Downtime of the Pluse platform as a whole.
• Force majeure — natural disasters, war, terrorism, civil unrest, public health emergencies, large-scale internet outages, governmental actions, or other events beyond Pluse’s reasonable control.
• Service Disruptions caused by attacks on the Service, including DDoS attacks, even if mitigated successfully.
• Issues in beta, preview, or experimental features that are clearly designated as such in the product.
• The Pluse Free plan.

6. How to Request a Service Credit

To claim a service credit, send an email to Contact@pluse.to with the subject line “SLA Credit Request” containing:

1. The Pluse account email associated with your subscription.
2. The date(s) and approximate time(s) of the Service Disruption.
3. The impact you observed (e.g., 5xx errors, login failures, slow responses).
4. Any third-party monitoring data, screenshots, or logs that document the Disruption (optional, but speeds review).

Requests must be submitted within 30 days after the end of the calendar month in which the Disruption occurred. We will review and respond within 10 business days. Approved credits are applied to the next invoice cycle.

7. Service Status

For inquiries about current or recent service availability, contact Contact@pluse.to. Pluse plans to launch a public status page at status.pluse.to for real-time and historical incident reporting; until that page is available, status inquiries are handled by email.

8. Sole and Exclusive Remedy

Service credits issued under this SLA are the customer’s sole and exclusive remedy for any failure of Pluse to meet the Monthly Uptime target. Pluse’s total cumulative liability under this SLA in any calendar month is limited to that month’s subscription fee paid by the customer.

9. Changes to This SLA

Pluse may modify this SLA from time to time. Material changes will be communicated by in-product notice or by email at least 30 days before they take effect, except where changes are required to comply with law or to address a critical security issue.

Emmber, Inc. is a Delaware corporation qualified to do business in the State of Florida. The “Pluse” name and the Pluse platform are operated by Emmber, Inc.

© 2024–2026 Emmber, Inc. All rights reserved. Pluse™ and Lux™ are trademarks of Emmber, Inc.