Service Level Agreement
Service Level Agreement
What you can expect from us. Clear commitments on uptime, response times, and support for every care tier.
This Service Level Agreement outlines the standards, response times, and commitments Black Tiger Digital provides based on your monthly care tier.
We believe in transparency and accountability. These are not aspirational goals. They are the standards we hold ourselves to every day.
Overview
Every Black Tiger Digital client receives a baseline level of service that includes hosting, security, backups, and support. The scope and priority of support scales with your monthly care tier.
Active Service Required: SLA commitments apply only to clients with an active monthly subscription in good standing. Service levels may be adjusted during suspension or non-payment periods.
Service Tiers by Care Plan
Your monthly care tier determines your service level. Higher tiers receive faster response times, priority scheduling, and more support and enhancement time.
Fan and Foundation builds share the same four care tiers below. Your response time and support scope follow the tier you choose, not the build itself. Growth clients are billed on ad spend and include campaign management.
- 48-hour standard response
- Hosting, security, and daily backups (30-day retention)
- 99.9% uptime target
- Email and portal support
- 36-hour standard response
- About 30 minutes of support and enhancement time per month
- Daily backups (30-day retention)
- 99.9% uptime target
- 24-hour standard response
- About 1.5 hours of support and enhancement time per month
- Daily backups (60-day retention), priority queue
- Quarterly performance reports
- 16-hour standard response
- About 3 hours of support and enhancement time per month
- Daily backups (90-day retention)
- Monthly performance reports
- 8-hour standard response
- Campaign monitoring and management (scales with ad spend)
- Daily backups (90-day retention)
- Monthly strategy calls and dedicated account management
Uptime Guarantee
We target 99.9% uptime for all hosted websites. This means your site should be accessible and functional at least 99.9% of the time each month.
- Maximum 43 minutes of unplanned downtime per month
- Proactive monitoring around the clock
- Automatic alerts and rapid response
Uptime Measurement
Uptime is measured from the first day of each calendar month to the last. We use third-party monitoring tools to track availability and response times.
Scheduled Maintenance: Planned maintenance windows are not counted against uptime. We schedule maintenance during low-traffic hours and provide advance notice when possible.
Response Times
Response time is measured from when you submit a support request to when we acknowledge it and begin work. Resolution time varies with complexity. Times below are by care tier.
| Priority Level | $40 | $100 | $250 | $500 | Growth |
|---|---|---|---|---|---|
| Emergency Site down, security breach | 8 hrs | 6 hrs | 5 hrs | 4 hrs | 2 hrs |
| High Broken functionality, form issues | 24 hrs | 16 hrs | 12 hrs | 8 hrs | 4 hrs |
| Normal Content updates, minor fixes | 48 hrs | 32 hrs | 24 hrs | 16 hrs | 8 hrs |
| Low Questions, feature requests | 72 hrs | 48 hrs | 36 hrs | 24 hrs | 12 hrs |
Support Scope
Your monthly care plan includes ongoing support for your website and systems. Here is what is covered in every plan:
Additional Support by Tier
| Feature | $40 | $100 | $250 | $500 | Growth |
|---|---|---|---|---|---|
| Support and enhancement time | Hosting only | ~30 min | ~1.5 hrs | ~3 hrs | Campaign scope |
| Content and image updates | Emergency only | Yes | Yes | Yes, priority | Within scope |
| Performance reports | No | No | Quarterly | Monthly | Weekly |
| Strategy calls | No | No | No | Quarterly | Monthly |
| Campaign management | No | No | No | No | Yes |
Support time does not roll over. Unused monthly support and enhancement time expires at the end of each cycle. Work beyond your tier’s included time is billed at $150/hr with your approval first.
Exclusions
The following are not covered under your monthly care plan and may require additional investment:
Need Something Extra? We are happy to quote additional work. Reach out and we will provide a clear scope and estimate before starting.
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits applied to future invoices.
Credit Schedule
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fee |
| 95.0% to 98.9% | 25% of monthly fee |
| 90.0% to 94.9% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
How to Request Credits
- Submit a credit request within 30 days of the incident.
- Include dates, times, and a description of the outage.
- We verify the outage using our monitoring logs.
- Approved credits are applied to your next invoice.
Credit Limitations: Service credits are the sole remedy for SLA failures. Credits cannot exceed 100% of monthly fees and cannot be exchanged for cash. Credits do not apply during scheduled maintenance or exclusion events.
On This Page
Need Support?
For urgent issues, contact us directly. For non-urgent requests, use our support portal.
Contact SupportQuick Reference
- Emergency: 2 to 8 hours
- Standard: 8 to 48 hours
- Uptime: 99.9% target
- Backups: Daily
Questions?
Need clarification on service levels?
If you have questions about what is covered, need to report an issue, or want to discuss upgrading your care tier, reach out. We are here to help.
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Reliable Service, Clear Expectations
We stand behind our work with measurable commitments. Ready to partner with a team that takes service seriously?
- 99.9% Uptime Target
- 24-48hr Response
- Daily Backups