Last Updated: 04/12/2025
This agreement outlines the service level commitments provided by Pluro.ai to its customers.
1. Service Availability
Pluro commits to a minimum of 99% service uptime for its online services per calendar month, excluding scheduled maintenance or force majeure events.
Scheduled Maintenance will, when possible, occur outside of regular business hours and be communicated in advance.
2. Support Hours and Contact
- Support hours: Sunday to Thursday, 09:00–18:00 (Israel Time)
- Support email: help@pluro.ai
- Pluro provides a uniform support level for all customers.
3. Incident Response and Resolution Times
Pluro will make reasonable efforts to resolve issues or provide a workaround as soon as possible, based on severity.Incidents are categorized into three severity levels:
- Critical (P1) – Complete outage of the service. Response time: within 4 business hours, resolution within 24 hours.
- Major (P2) – Significant functionality impairment. Response time: within 8 business hours, resolution within 48 hours.
- Minor (P3) – Issues that do not prevent general use. Resolution within 72 hours.
4. Information Security
Pluro implements advanced technical and organizational measures to protect customer data:
- certification ISO 27001.
- Periodic penetration testing (PT) is conducted.
- All communication between system components is encrypted.
5. Escalation Process
If an issue is not resolved within the defined response/resolution times, customers may request escalation by contacting help@pluro.ai with “Escalation Request” in the subject line.
6. Changes and Updates
Pluro reserves the right to update this agreement from time to time. In case of material changes, customers will be notified in advance.
For questions or further clarification, please contact: support@pluro.ai
