Working with Plastr & SLA

This Service Level Agreement (SLA) outlines the services provided by Plastr, including the terms and conditions under which these services are offered. This SLA aims to ensure clarity and transparency regarding the service expectations and obligations of both Plastr and its clients. By initiating Plastr services via a subscription plan, add-ons or any other custom development, you agree to ALL of the following: 

Plastr offers three primary service plans: Starter, Professional, and Ecommerce, each with specific features and benefits:

Uptime Commitment: Plastr guarantees 99.9% uptime for all hosted websites, excluding scheduled maintenance and unforeseen incidents.

Maintenance: Scheduled maintenance will be communicated at least 48 hours in advance and will typically be performed during off-peak hours to minimize impact.

Plastr is committed to providing top-tier support and efficient resolution of issues. We categorize service interactions into "Issues" and "Requests" to better manage and prioritize our clients' needs.​

Support is available Monday to Friday, from 9 AM to 5 PM EST.​

Definition: Issues are problems that affect the site's functionality or are identified as bugs.

Response Time: Initial response within 24 hours.

Resolution Time: Plastr aims to resolve critical issues within 48 hours and non-critical issues within 72 hours.

Definition: Requests refer to enhancements or additions to the site, such as new pages, sections, or other content modifications.

Unlimited Requests: Clients can submit an unlimited number of requests.

Processing: Requests are processed one at a time. Once one request is completed, we begin and complete the next one in the backlog.

Sizing and Timeline:
> Small Requests: Minor changes, such as adding a new section, will be addressed promptly.
> Larger Requests: More complex tasks, like creating a new page, will take longer to complete and will be estimated based on the scope of work.

Submission: Clients can submit issues and requests via email (support@withplastr.com)

Updates: Regular updates will be provided on the status of issues and requests until they are resolved or completed.

If an issue or request is not resolved within the expected timeframe, clients can escalate the matter to higher support tiers for expedited handling.

Subscription Period: The subscription term is 24 months, after which clients gain full ownership of their website and can either continue with a maintenance plan or manage the site independently.​ 

Changes to plan: Client can change their subscription plan based on their business needs at any point and does not need to restart their 24 month pay down clock. 

Cancellation: Clients can cancel their subscription at any time. If canceled before the 24-month term, the website will be deactivated, and Plastr retains the site design, theme, code, and automations.

Built with Plastr Badge: During the time period of 24 months while Client is paying for a Plastr subscription, a "Built with Plastr" badge will be displayed in the footer with a link to our site.

After 24 Months: Clients own all aspects of their website, including forms and automations. The client will have the option of removing "Built with Plastr" badge. Clients can choose to stay subscribed for ongoing maintenance at the following rates:

> Starter: $99/month
> Professional: $199/month
> Ecommerce: $299/month

Alternatively, clients can manage and host the website independently.

Additional Pages: $149 per additional page (must have a base Plastr plan)

Content Writing: $179 per page (must have a base Plastr plan)

Brand Design: $499 for logo, up to 4 brand colors, and a simple branding guide. (must have a base Plastr plan)

Custom Development: $2499 per site. (must have a base Plastr plan)While our Plastr plans are designed to deliver significant value and functionality, we understand that some businesses may require a more customized online experience. If your needs go beyond what our standard plans and add-ons offer, we provide a complimentary consultation. This ensures any additional services we recommend are perfectly aligned with your unique requirements. If your needs evolve, you can easily integrate this custom solution later on.

While Plastr includes essential tools for website setup, any third-party applications used for business operations are the client's financial responsibility. Plastr will assist with the integration and configuration of these applications.

Payment Processor: Plastr uses Stripe to manage and process all subscription payments securely.

Subscription Charges: Subscription fees are charged monthly and will be automatically debited from the client's chosen payment method.

Payment Failure: In the event of a payment failure, clients will be notified immediately and given a grace period of 7 days to resolve the issue. If the payment is not resolved within this period, the account may be suspended until payment is received.

Customer Portal: Clients can log in to our Stripe Customer Portal with the email used at login, Clients can see invoices, change their payment method and manage their account. 

Website Interaction: Websites are built on WordPress and hosted on US-based servers, with all updates and optimizations managed by Plastr.

Guarantee: Plastr offers a 100% money-back guarantee within the first 30 days if clients are not fully satisfied with the service.

The Client agrees that during the term of this Agreement and for twelve (12) months following its termination, expiration, or subscription cancellation for any reason, The Client will not directly or indirectly solicit, recruit, or encourage any employee or contractor of Plastr involved in providing Services under this Agreement to leave their employment or engagement with Plastr for any purpose.

If the Client wishes to hire a Plastr team member directly, the Client agrees to pay Plastr a buyout fee equivalent to the amount of 6 months of that team member’s salary (based on a standard 160-hour month) as compensation for recruitment and training expenses.

Plastr does not guarantee specific outcomes or growth from using its services. All services are provided "as is," without any warranties.

Plastr reserves the right to make changes to this SLA. Any significant changes will be communicated to clients at least 30 days in advance.

For support or any questions related to this SLA, clients can contact Plastr at support@withplastr.com.