Version 1.2: 7 July 2026
Recitals
(a) Pluvo and Customer have entered into a Pluvo Customer Agreement, hereinafter: “the Agreement”;
(b) This Service Level Agreement (“SLA”) sets out the service levels and availability guarantees applicable between Pluvo and Customer in relation to the Service.
Article 1: Definitions
1.1 This SLA uses the same definitions as the Agreement, unless stated otherwise below. The following capitalised terms have the following meaning in this SLA:
Contact Person: the persons designated by Customer as referred to in Article 9;
Service: the provision of access to and availability of the Pluvo platform, as described in the Agreement;
Incident: an event causing the Service to fail to function, or to fail to function fully, in accordance with the SLA. Incidents caused by the non-functioning or incorrect functioning of the Network Configuration and/or other matters outside Pluvo's direct sphere of influence do not constitute Incidents within the meaning of this SLA;
Network Configuration: Customer's hardware, intermediate communication links and associated (control) systems that fall outside Pluvo's sphere of influence;
Agreement: the Pluvo Customer Agreement between Pluvo and Customer referred to above;
SLA: this Service Level Agreement;
Working Hours: Monday to Friday from 9:00 am to 5:00 pm CET, excluding official public holidays in the Netherlands.
Article 2: Purpose, duration and amendment of this SLA
2.1 This SLA elaborates on, and forms part of, the Agreement. All provisions of the Agreement apply in full to this SLA, unless this SLA provides otherwise. In the event of any conflict between the provisions of the Agreement and this SLA, the provisions of the Agreement prevail.
2.2 This SLA applies for the duration of the Agreement and automatically ends when the Agreement ends.
2.3 Amendments to this SLA, or any further arrangements between Pluvo and Customer regarding matters governed by this SLA, must always be agreed in writing and signed by Pluvo and Customer.
Article 3: Service Levels
3.1 Pluvo is fully aware of the importance of the Service functioning optimally at all times. Pluvo will therefore always use reasonable efforts to provide Customer with the full enjoyment of the Service.
3.2 Pluvo uses reasonable efforts to ensure that the Service is available without problems at all times. In the event of an Incident, Pluvo will use reasonable efforts to resolve the Incident within the periods agreed in this SLA. Pluvo undertakes to carry out regular maintenance of the Service, including system maintenance, updates and upgrades.
Article 4: Availability of the Service
4.1 From the effective date of the Agreement, Pluvo will make the Service available to Customer and keep it available in accordance with the Agreement and this SLA. Pluvo guarantees Service availability of 99.8% per calendar month.
4.2 Availability is calculated per calendar month as follows, whereby normal production time is equal to the Working Hours and planned maintenance is not included:
Availability = (Normal production time − Downtime during normal production time) ÷ Normal production time.
Article 5: Maintenance, updates and upgrades
5.1 Maintenance of Pluvo and/or the Service takes place on an ongoing basis. Regular maintenance is included in the subscription fee. To the extent that access to the Service needs to be interrupted during maintenance, this will take place outside Working Hours as much as possible and for a maximum duration of 30 minutes per occurrence. If it is not possible to carry out maintenance outside Working Hours, Pluvo will notify the Contact Person 28 working days in advance where possible, but in any event as soon as reasonably practicable.
5.2 The implementation of updates or upgrades is entirely and solely at Pluvo's discretion, and Customer cannot require Pluvo to carry these out. Pluvo will inform the Contact Person of updates and upgrades carried out if these materially change or extend Pluvo and/or the Service.
Article 6: Support and resolution of Incidents
6.1 Pluvo provides support under this SLA exclusively to the designated Contact Person. Questions regarding use of the Service may be raised by other employees of Customer or users of the Service (Participants and/or Trainers) via customer service, but Pluvo can never be required to provide first-line support under this SLA to other employees of Customer or users of the Service.
6.2 Only the Contact Person may report an Incident or an imminent Incident to Pluvo's service desk on behalf of Customer. Only in that case will Pluvo accept, register, assess, resolve and close the report. All communication regarding Incidents, actions taken in that respect and the availability of the Service takes place via Pluvo's service desk and the Contact Person.
6.3 In the event of an Incident or an imminent Incident, Pluvo will remedy or prevent it as soon as possible after becoming aware of it. Customer will first sufficiently investigate a detected Incident or imminent Incident itself before the Contact Person reports it to Pluvo. Pluvo will take an active approach to detecting Incidents and imminent Incidents.
6.4 The Contact Person will report an Incident or imminent Incident to Pluvo as soon as possible after becoming aware of it. The report must in any event contain a clear description of the Incident, a description of the investigation carried out by Customer and an assessment of the priority.
6.5 Pluvo's service desk can be reached during Working Hours via the contact details below:
Pluvo contact
- Chat for all your questions and for incidents: open the chat
- Email for incidents and imminent incidents: issue@pluvo.com
6.6 Each Incident report is classified into one of four priority categories based on its nature and impact on use of the Service:
Incident categories
- P1: Service is completely unreachable.
- P2: Work can continue, but the entire Service is experiencing performance problems or temporary disruptions.
- P3: Work can continue, but parts of the Service are experiencing performance problems or temporary disruptions.
- P4: (i) A minor part/functionality of the Service is not operational, but all parts of the Service are available. (ii) In addition, all other incidents and all questions of a technical or functional nature, or suggestions for improving the Service.
6.7 Pluvo applies the following response and recovery times per priority category:
- P1: response time 1 hour, recovery time after registration 24 hours
- P2: response time 2 hours, recovery time after registration 48 hours
- P3: response time 3 hours, recovery time after registration 72 hours
- P4: response time 24 hours
6.8 Response and recovery times are best-efforts obligations and apply only to Incidents reported by the Contact Person and registered by Pluvo's service desk. Response times apply only during Working Hours. Recovery from Incidents may take place by means of temporary workarounds, among other things. No recovery time applies to questions and suggestions as referred to in priority category P4 (ii).
6.9 Customer undertakes to cooperate with Pluvo's Incident investigation.
6.10 No recovery times apply to Incidents caused by the non-functioning or incorrect functioning of the Network Configuration and/or other matters outside Pluvo's direct sphere of influence. Pluvo will only play a supporting role to the extent this can reasonably be required, and may charge Customer for this.
6.11 If and for as long as Customer fails to fulfil its obligations under the Agreement in full, the service levels referred to in this SLA do not apply.
6.12 Customer bears the costs of resolving Incidents resulting from careless use of Pluvo and/or the Service by Customer, Trainers, Participants and/or other third parties. Pluvo bears the costs of resolving Incidents caused by defects in Pluvo.
6.13 Pluvo applies an hourly rate of €95 excluding VAT for work that is not included in the subscription fee, that is caused outside its sphere of influence and/or for which the costs are for Customer's account under this SLA. Costs are invoiced by Pluvo afterwards and must be paid by Customer under the terms stated on the invoice.
6.14 After resolving the Incident, Pluvo will inform the Contact Person of the measures taken and the solution to the Incident.
Article 7: Sanctions
7.1 At Customer's written request, Pluvo will prepare a written report on availability and response and recovery times for the preceding six calendar months, and make it available to Customer. If that report shows that:
7.2 the availability referred to in Article 4 was not achieved for two consecutive months and/or the response and recovery times referred to in Article 6 were not achieved more than twice, Pluvo will escalate to the Contact Person. Pluvo and Customer will then consult with each other to evaluate the SLA and discuss a solution to safeguard availability and response and recovery times;
7.2.1 the availability referred to in Article 4 was not achieved for four consecutive months, Customer has the right to terminate the Agreement with immediate effect by written notice. Customer will not owe any subscription fee for the calendar month in which the Agreement is terminated.
7.3 The sanctions described in Articles 7.2 and 7.2.1 are the only remedies available to Customer if Pluvo fails to meet the agreed availability and/or response and recovery times.
7.4 Customer cannot invoke the sanctions in this Article 7, nor is Pluvo required to comply with any provision of the Agreement and/or the SLA, if performance of such a provision is prevented by causes outside Pluvo's reasonable sphere of influence as referred to in Article 10 of the Agreement, or any other cause outside Pluvo's sphere of influence.
7.5 If a force majeure situation as referred to in Article 7.4 occurs, the recovery times will be extended by the period of the delay or inability to provide the Service caused by that situation.
7.6 In the event of an (imminent) emergency, Pluvo is entitled, if strictly necessary, to immediately shut down the Service, whether temporarily or not, or to suspend access to it, in order to prevent or end the emergency. In a situation as referred to in the previous sentence of this article, Pluvo is not required to pay any compensation to Customer.
Article 8: Data export
8.1 Customer may retain the Content in the customer environment in Pluvo until Customer deletes the Content, or it is otherwise removed as provided in the Agreement.
8.2 At Customer's request and/or if the Agreement ends, Pluvo will make a full data export available as soon as reasonably possible, in a format to be determined by Pluvo in consultation with Customer. The costs of this are entirely for Customer's account.
Article 9: Contact Persons
9.1 Customer will designate a maximum of three Contact Persons for communication about Incidents, and one contact person for escalation under Article 7.2. Contact details (full name, job title, email address and telephone number) must be provided to Pluvo at info@pluvo.com when the Agreement is signed.
9.2 If Customer wishes to replace a Contact Person, or if a Contact Person will be absent for a prolonged period, such as due to illness or leave, Customer must notify Pluvo of this in writing at least fourteen days in advance.
Article 10: Data security & continuity
10.1 Pluvo takes measures to optimally protect Customer's data. Pluvo is ISO 27001 certified for this purpose, an internationally recognised certification for information security, and complies with the rules set for it.
10.2 Measures taken by Pluvo include, among others:
a) Protection against unauthorised access by means of firewalls and encryption.
b) All communication via and with Pluvo takes place securely encrypted via an SSL certificate. The databases are encrypted using the AES 256 standard, and data at rest and data in transit are secured.
c) Penetration tests and audits are carried out annually to safeguard the functioning and security of Pluvo.
d) Monitoring access to data by means of authorisation management and authentication.
e) Performing daily backups of databases to prevent data loss. These backups are retained for 7 days. The live hosting of the database takes place with Amazon AWS in Frankfurt (eu-central-1); the backups are stored with Amazon AWS in Dublin (eu-west-1), so that recovery remains possible in the event of an outage in the primary region.
f) Monitoring servers with AWS Shield services/AWS CloudWatch and automatic scaling of servers under heavy server load.
g) Pluvo has a role-based access system (RBAC). Various roles can be distinguished and assigned within Pluvo. This means a person is given access only to what is relevant to them. Access to data is restricted according to the "need to know" principle and is based on the roles and rights of users. The main administrator(s) can assign these roles.