The Planstone System has real-time 24/7 monitoring and alerting for all production systems. Planstone guarantees 99.5% uptime availability for all production systems through our Software as a Service (SaaS), excluding scheduled maintenance periods. Planstone responds to critical downtime in minutes. Downtime is a severely degraded user experience or system-wide outage. Planstone assumes no liability beyond this agreement for our Software as a Service.
Planstone will be allowed, on average, 4 hours of scheduled maintenance each month, where the system may become unavailable to all users. Maintenance will be scheduled during off-peak hours whenever possible. Planstone will provide clients with two weeks notice regarding scheduled maintenance to gather any feedback for scheduling issues.
It is recognized and accepted that the availability of the Planstone System from any one point depends upon third party providers, including, but not limited to: the commercial data center co-location services, DNS providers, and internet service providers. Unavailability of service attributable to failure of one or more third-party providers shall not be subject to credit or reimbursement by Planstone. Planstone will use commercially reasonable efforts to restore service, which may include a workaround or temporary fix.
Planstone officially supports the latest version of Chrome, the current and previous releases of Firefox, Safari, and Microsoft Edge. To use Planstone, cookies, and JavaScript must be enabled.
Planstone hosts its services in a world-class infrastructure and strives to have the best user experience possible. 99.9% of our pages will render within 300ms (not including transport to the browser). Sometimes a complicated search, filter, download, or report may take longer.
It is understood that Planstone collects data on behalf of our clients based on the functional requirements and modules purchased. You, the client, wholly own the data.
Your data is stored in a multi-tenant database.
Your data may be stored in several places
Daily database backups of all data stored on Planstone servers will be conducted during nighttime hours. Backups will not affect the user's ability to use the system at any time. Approximately 15 days of backup will be stored on an ongoing basis. Clients do not have access to their backups.
Data that Planstone collects is widely available through the application itself in various screens, reports, and downloads. If the format of a download or report does not meet your needs, then custom reports can be purchased through your account manager. Planstone also hosts several APIs where your vendors (i.e., Mobile, AV, Registration) may push or pull data from our system. Contact your account manager for technical guidance on APIs. Planstone does not permit any type of direct database access.
Technical support for system End-users (i.e., abstract submitters, speakers, meeting attendees) is delivered via a Feedback and Support tab on all Planstone screens. Users can submit a ticket which will be resolved by Planstone during regular business hours. Typical response time is 2 hours, and resolution depends on the problem type.
Technical support for Administrative Application users is provided by ClickUp Project Management System and email during the hours of 9:00 am to 5:00 pm Central Time on regular working days (excluding weekends and holidays). An emergency contact method will be provided for contacting Planstone outside the above hours and days.
Escalation of technical problems to top-level IT Management will occur in the case where initial support staff is unable to remedy the problem within 1 hour and the issue affects production. Account Management issues can be escalated directly to the head of Customer Service, Dawn Soukup, at dawn@planstone.com
Your data is available via the methods described in the "Access to Data" section in this SLA. If you need your data in additional formats, there may be a cost associated with the extraction or transformation of that data. Unless you have a hosting agreement previously worked out with your account manager, access to your data and sites will end with contract termination.
This SLA details operational offerings and may be modified at any time by Planstone. When amended, Planstone will take appropriate measures to inform our Clients of modifications. The SLA supersedes any previous service-level agreements.