Service Level Agreement
Last updated: March 2026
1. Overview
This Service Level Agreement ("SLA") defines the service commitments between BlackBuck Solutions ("Provider") and the client ("Client") for managed website and digital operations services. This SLA applies to all Starter, Growth, and Pro plan subscribers.
2. Uptime guarantee
The Provider guarantees the following monthly uptime for the Client's website and associated services:
- Starter: 99.5% monthly uptime
- Growth: 99.9% monthly uptime
- Pro: 99.9% monthly uptime
Uptime is measured using automated monitoring at 1-minute intervals (Growth/Pro) or 5-minute intervals (Starter). Scheduled maintenance windows are excluded from uptime calculations and will be communicated at least 48 hours in advance.
Uptime credit: If the monthly uptime falls below the guaranteed level, the Client receives a service credit equal to 10% of the monthly fee for each 0.1% below the SLA, up to a maximum of 50% of the monthly fee.
3. Response times
Issues are classified by severity. Response time is measured from when the issue is reported via an approved support channel.
| Severity | Definition | Starter | Growth | Pro |
|---|---|---|---|---|
| Critical | Website completely down or inaccessible | 4h | 2h | 1h |
| High | Major feature broken, significant user impact | 24h | 12h | 4h |
| Normal | Content update, minor bug, non-blocking issue | 48h | 24h | Same day |
| Low | Enhancement request, cosmetic change | 5 days | 3 days | 2 days |
4. Scope of maintenance
Included in all plans:
- Security patches and framework updates
- SSL certificate provisioning and renewal
- Automated daily backups with retention per plan
- Uptime monitoring and incident response
- Performance optimization (caching, image optimization, CDN)
- Content updates within the monthly limit
- Monthly health and performance report
Not included (billed separately):
- New feature development beyond minor enhancements
- Content writing or copywriting services
- Paid advertising setup or management (Google Ads, Meta Ads)
- Third-party API integrations not in the original scope
- Major redesigns or platform migrations
5. Backups & disaster recovery
- Frequency: Automated daily backups of all website files, database, and media.
- Retention: 7 days (Starter), 30 days (Growth), 90 days (Pro).
- Restore time: Within 4 hours for Critical issues, within 24 hours for Normal requests.
- Testing: Backup integrity verified monthly. Restore drills performed quarterly (Pro plan).
6. Security
- All managed sites run on HTTPS with automated SSL renewal.
- Security patches applied weekly (Starter), within 24 hours (Growth), within 4 hours (Pro).
- Web Application Firewall (WAF) enabled on all plans.
- Vulnerability scanning performed monthly.
- In case of a security breach, the Client is notified within 2 hours and a remediation plan is provided within 24 hours.
7. Support channels & hours
- Starter: Email support, Mon-Fri 10:00 AM – 6:00 PM IST.
- Growth: Email + chat support, Mon-Sat 9:00 AM – 7:00 PM IST.
- Pro: Email + chat + phone support, Mon-Sat 9:00 AM – 9:00 PM IST. Monthly 30-minute strategy call included.
Critical issues (site down) are monitored 24/7 on all plans via automated alerting. Emergency out-of-hours response is available for Growth and Pro clients.
8. Escalation procedure
- Level 1: Issue reported via support channel. Acknowledged within response time per severity.
- Level 2: If unresolved within 2x the response time, the issue is escalated to the lead engineer.
- Level 3: If unresolved within 4x the response time, the issue is escalated to the founder (Sohail Ahmad) who takes personal ownership.
9. Data ownership & offboarding
- The Client retains full ownership of all code, content, data, and domain names.
- Upon termination, the Provider delivers a complete data export (source code, database, media assets) within 14 business days.
- Domain transfer assistance is provided at no additional cost.
- The Client may terminate the agreement with 30 days written notice. No early termination fees.
10. Billing & payment
- Monthly invoices issued on the 1st of each month, due within 7 days.
- Accepted payment methods: UPI, bank transfer, or international wire.
- Annual billing available at a 15% discount.
- Plan changes (upgrade/downgrade) take effect from the next billing cycle.
- Additional work beyond plan scope is quoted and approved before execution.
11. Contact
For questions about this SLA or to report an issue, contact us at sohail@blackbucksolutions.com.