Service Level Agreement (SLA)
Provider:
Blackstead v/Patryk Andrzej Cieslik, operating the Blackstead platform
Applies to: All customers using Blackstead under the Master Service Agreement
Effective Date: 27 July 2026
This SLA supplements the Master Service Agreement (MSA) and defines the service levels Provider commits to for all customers.
1. Service Availability
1.1 Provider targets 95% uptime measured monthly, excluding scheduled maintenance.
1.2 Given the current stage of the business (early-stage, single-operator SaaS), Provider does not guarantee enterprise-grade (99.9%+) uptime at this time. This commitment will be revisited and improved as infrastructure scales.
1.3 Scheduled maintenance will be communicated to Customer at least 24 hours in advance where possible, and will be scheduled outside of typical business hours (evenings/weekends) when feasible.
2. Email Processing
2.1 Incoming emails are checked and processed automatically at regular intervals (currently every ~10 minutes).
2.2 Provider does not guarantee real-time (instant) processing. Processing delays of up to 15 minutes under normal conditions are expected and within scope of this SLA.
3. Support Response Times
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Service completely unavailable | Within 24 hours |
| High | Major feature not working (e.g., cannot send replies) | Within 48 hours |
| Normal | Minor bugs, questions, feature requests | Within 5 business days |
3.1 Support is provided via email at casium.kontakt@gmail.com.
3.2 Given the current single-operator structure, support is best-effort outside of the response time targets above. This will be formalized further as the team grows.
4. Data Backup and Recovery
4.1 Customer data is stored in a managed PostgreSQL database with provider-managed backups.
4.2 In the event of data loss due to Provider infrastructure failure, Provider will make commercially reasonable efforts to restore data from the most recent backup, typically within 24-48 hours.
5. Service Credits
5.1 If Provider fails to meet the uptime commitment in Section 1.1 in a given calendar month, Customer may request a service credit equal to 10% of that month's fee, upon written request within 30 days of the affected month.
6. Exclusions
This SLA does not apply to unavailability caused by:
- Customer's own mailbox issues (e.g., revoked access, quota limits imposed by the mail provider)
- Third-party service outages beyond Provider's control (e.g., Google, Microsoft, Anthropic infrastructure)
- Force majeure events
7. Review
This SLA will be reviewed and may be updated as Provider's infrastructure and team scale. Material changes will be communicated to Customer with 30 days' notice.
Acceptance: This SLA is accepted automatically as part of the Terms of Service acceptance at account creation, and applies to all customers under the standard plan.
This is a draft template and should be reviewed by a qualified attorney before use as a binding legal agreement.