Service Level Agreement
What you can expect from us. Clear commitments on uptime, response times, and support for every engine tier.
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For urgent issues, contact us directly. For non-urgent requests, use our support portal.
Contact SupportQuick Reference
- Emergency: 4-8 hours
- Standard: 24-48 hours
- Uptime: 99.9% target
- Backups: Daily
This Service Level Agreement outlines the standards, response times, and commitments Black Tiger Digital provides to clients based on their monthly investment 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 investment.
Service Tiers by Engine
Your monthly investment determines your service tier. Higher tiers receive faster response times, priority scheduling, and expanded support scope.
Standard Tier
- 48-hour response time
- Email support
- Daily backups
- 99.9% uptime target
Business Tier
- 24-hour response time
- Email and portal support
- Daily backups
- 99.9% uptime target
- Monthly performance reports
Priority Tier
- 12-hour response time
- Email, portal, and scheduled calls
- Daily backups with 60-day retention
- 99.9% uptime target
- Automation monitoring
- Priority queue for requests
Premium Tier
- 4-8 hour response time
- Direct access via email, portal, and calls
- Daily backups with 90-day retention
- 99.9% uptime target
- Campaign monitoring and alerts
- Monthly strategy calls
- 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.
What This Means
- Maximum 43 minutes of unplanned downtime per month
- Proactive monitoring 24/7
- 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.
Response Times
Response time is measured from when you submit a support request to when we acknowledge and begin addressing it. Resolution time varies based on complexity.
| Priority Level | Fan $39/mo |
Foundation $99/mo |
Booking $199/mo |
Growth $500+/mo |
|---|---|---|---|---|
| Emergency Site down, security breach |
8 hours | 6 hours | 4 hours | 2 hours |
| High Broken functionality, form issues |
24 hours | 12 hours | 8 hours | 4 hours |
| Normal Content updates, minor fixes |
48 hours | 24 hours | 12 hours | 8 hours |
| Low Questions, feature requests |
72 hours | 48 hours | 24 hours | 12 hours |
Support Scope
Your monthly investment includes ongoing support for your website and systems. Here is what is covered under your monthly care plan:
Included in All Plans
Additional Support by Tier
| Feature | Fan | Foundation | Booking | Growth |
|---|---|---|---|---|
| Monthly content updates | 2 | 5 | 10 | Unlimited |
| Performance reports | Monthly | Monthly | Weekly | |
| Strategy calls | Quarterly | Monthly | Bi-weekly | |
| Automation support | ||||
| Campaign management |
Exclusions
The following are not covered under your monthly care plan and may require additional investment:
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% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| 90.0% - 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 description of the outage
- We will verify using our monitoring logs
- Approved credits will be applied to your next invoice
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 service tier, reach out. We are here to help.
Reliable Service, Clear Expectations
We stand behind our work with measurable commitments. Ready to partner with a team that takes service seriously?