Exhibit C
Service Level Agreement (SLA)
This Service Level Agreement ("SLA") is entered into by and between Plumloom LLC ("Plumloom") and the customer ("Customer") and governs the availability, support, and service level commitments applicable to the Plumloom LLM Evaluation Platform (the "Service"). This SLA forms part of and is subject to the Plumloom Terms of Service, and capitalized terms not defined herein have the meanings set forth therein.
1. Service Availability
1.1 Availability Target
Plumloom will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of 99.9%, measured over each calendar month.
1.2 Scope of Availability
Availability applies to:
- The Plumloom web application
- Plumloom APIs used to submit and retrieve evaluation results
Availability does not apply to third-party LLM providers or external dependencies.
2. Plan-Based Usage Limits
Service availability and performance are subject to plan-specific limits, including but not limited to:
2.1 Evaluation Credits
Each plan includes a fixed number of evaluation credits per month.
- Evaluation runs consume credits based on the selected evaluation mode and task complexity. Specific credit weights for standard, multi-run, and model comparison modes are maintained within the Platform's interface and documentation.
- Free plan credits are lifetime-limited and do not renew.
- Credits for paid plans reset at the beginning of each billing cycle. Unused base credits do not roll over.
- Overage credits (where applicable) are billed at the prevailing rate for your specific plan.
- If a Customer exhausts all available credits (including applicable overages), the Service may suspend or reject further evaluations until the next billing cycle or until additional credits are authorized.
All credit consumption and platform usage are subject to Plumloom's Fair Use Policy, which includes technical guardrails and resource limitations to ensure service stability for all users.
2.2 Token and Configuration Limits
Each plan enforces maximum limits on:
- Total tokens per evaluation
- Prompt length
- Evaluator instruction length
- Test case size and count
- Number of models per evaluation (where applicable)
Requests exceeding plan limits may fail validation or be truncated without constituting Downtime.
2.3 Data Retention
Evaluation data retention varies by plan. Once retention limits are reached, Plumloom may automatically delete historical data. Data deletion due to retention limits does not constitute service unavailability.
3. Downtime Definition and Exceptions
3.1 Downtime
"Downtime" means the Service is unavailable due to an issue within Plumloom's reasonable control, excluding Downtime Exceptions.
3.2 Downtime Exceptions
The following are excluded from Downtime calculations:
- Planned maintenance (with reasonable notice)
- Emergency maintenance for security or system integrity
- Failures or rate limits imposed by third-party LLM providers
- Failures of cloud infrastructure providers
- Enforcement of plan limits, quotas, or token caps
- Customer misuse, misconfiguration, or exceeding plan limits
- Network issues outside Plumloom's control
- Force majeure events
4. Planned Maintenance
Plumloom may perform scheduled maintenance from time to time to maintain, improve, or secure the Service. Where practicable, Plumloom will provide at least seven (7) days' advance notice of scheduled maintenance that may result in temporary service degradation or unavailability.
Scheduled maintenance windows may result in temporary unavailability of the Service for up to one (1) hour. Any such unavailability during a properly noticed maintenance window shall not be considered Downtime for purposes of this SLA and shall not count toward the Monthly Uptime Percentage.
In cases where advance notice is not practicable due to security, stability, or operational risk, Plumloom may perform emergency maintenance without prior notice and will use commercially reasonable efforts to restore the Service as promptly as possible.
5. Support Response Targets (by Plan)
Support response times vary by subscription tier:
| Plan | Support Channel | Initial Response Target |
|---|---|---|
| Free | None / Best effort | Not guaranteed |
| Starter | ≤ 48 hours | |
| Essentials | ≤ 24 hours | |
| Professional | Priority Email | ≤ 4 business hours |
Response times are targets, not guarantees, and apply only to business days.
Support services do not include model debugging, prompt engineering, regulatory analysis, legal review, or support for third-party LLM providers. Any such assistance, if offered, shall be subject to a separate written agreement.
6. Service Credits
6.1 Eligibility
If Plumloom fails to meet the Availability Target in a given month, paid Customers may request a service credit.
6.2 Credit Schedule (Paid Plans Only)
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% | 5% of monthly fee |
| < 99.5% | 10% of monthly fee |
| < 99.0% | 20% of monthly fee |
Free plan users are not eligible for service credits.
6.3 Maximum Credit
Service credits are capped at 50% of the monthly subscription fee for the affected month.
6.4 Sole Remedy
Service credits are the sole and exclusive remedy for failure to meet the Availability Target.
7. Credit Request Process
To receive a service credit, Customer must:
- Submit a request within 30 days of the affected month
- Include:
- Account identifier
- Dates and duration of perceived Downtime
- Description of impact
Plumloom's internal monitoring data will be used to validate all claims.
8. No Guarantees on Evaluation Results
Plumloom does not guarantee:
- Accuracy, correctness, or completeness of evaluation results
- Consistency of model behavior across runs
- Availability, performance, or outputs of third-party LLM providers
The Service is intended for evaluation and comparison, not autonomous production decision-making.
9. Changes to This SLA
Plumloom may update this SLA from time to time. Material changes will be communicated through the Service or website.