Service Availability & Support
Plain publishes real-time service availability and incident updates at:
https://status.plain.com/
If you would like to discuss uptime commitments or Service Level Agreements (SLAs), please contact our sales team.
In addition to maintaining high service availability, Plain is committed to responding to customer inquiries as quickly as possible. The Plain Support team targets the following first response times, based on your pricing tier and issue severity.
Pricing Tier | Target First Response Time (PST or GMT) |
|---|---|
Foundation | As quickly as possible |
Horizon | As quickly as possible |
Frontier (or similar Legacy plan) | Mon - Fri 9am – 9pm P0: 3 hours P1: 8 hours P2: 12 hours |
Target First Response Times will be based on the customer's primary user location.
Advanced Support Options
Faster, guaranteed response times are available as an add-on. Please contact help@plain.com to learn more.