Service Level Agreement for Technical Support

This Service Level Agreement (“SLA”) is made between Blackstone Studio LLC, a legal entity located at 30 N. Gould St. Ste R, Sheridan, WY 82801, USA, also referred to as “Licensor,” and the Licensee, effective from the Effective Date.

This SLA details the technical support services provided by the Licensor for the Software utilized by the Licensee. The aim is to guarantee prompt and efficient technical support for any issues encountered with the Software.

This agreement specifies the support terms for the software packages offered by Blackstone Studio LLC.

1. Definitions

Refer to the Blackstone Studio LLC End User License Agreement for definitions.

2. Support Plans

2.1. Standard Support

Blackstone Studio LLC will offer:

Issue prioritization for the Licensee’s team above MIT/community users.
Access to our technical support team via GitHub and our support website.
Coverage includes Blackstone Studio LLC software products.

2.2. Priority Support

Blackstone Studio LLC will provide:

A 24-hour initial response time for reported issues.
A 4-hour pre-screening process.
Higher prioritization for the Licensee’s issues compared to “Standard Support.”
Direct access to our technical support team via GitHub and our support website.
Coverage extends to all Blackstone Studio LLC software, including core and extended libraries.

3. Support Limitations

3.1. Fair Use Policy

While there is no hard limit on the number of support requests, Blackstone Studio LLC reserves the right to define and enforce a fair usage policy for the services provided under this SLA. The fair usage policy may include limits on the number of support requests, the scope of services, or other factors.

3.2. General Limitations

Support will not cover issues resulting from:

Unauthorized modifications to the Software.
Use alongside unsupported third-party software or hardware.
Failures or delays due to the Licensee’s network, hardware, or software.
Requests for product training or guidance beyond a reasonable extent as determined by Blackstone Studio LLC.

4. Service Levels

4.1. First-Response Time

This period starts when the Licensee submits a support ticket through the designated channels. Blackstone Studio LLC commits to meeting the first-response time for all Licensee-reported issues.

4.2. Working Hours

The standard working hours are Monday to Friday, excluding weekends and the following holidays:

New Year’s Day (January 1st)
Good Friday (the Friday before Easter Sunday; date varies)
Easter Monday (the Monday after Easter Sunday; date varies)
International Workers’ Day (May 1st)
Christmas Day (December 25th)

Holiday observance may differ by location, and additional holidays may be recognized in specific regions. Support tickets submitted outside of working hours will have their First-response time calculated from the next business day’s start.

4.3. Bug Identification and Prioritization

Blackstone Studio LLC will prioritize issues highlighted by the Licensee above general updates or feature enhancements for other support tiers. When a bug is identified, Blackstone Studio LLC will collaborate with the Licensee to ascertain:

a) A clear description of the bug;

b) A projected timeline for the bug resolution;

c) Available interim solutions or workarounds for the Licensee.

It’s important to note that the initial response might not include the details mentioned above, which will be established through ongoing communication with the Licensee.

The provided timeline for bug resolution is intended for planning and is not a rigid deadline. Blackstone Studio LLC will communicate the Licensee of any adjustments to the projected timeline.

4.4. Bug Fixes and Updates Delivery

Bug resolutions are incorporated into the newest version of the software and are not applied to previous versions.

Exceptions are made for the current major version under Long-Term Support (LTS), which receives security patches and fixes for regressions caused by external factors, such as browser updates or modifications in upstream dependencies.

5. Support Communication Channels

To address support inquiries and report issues, Licensees currently have one primary method:

5.1. Email Support

For all support-related matters, including both public issue reporting and confidential inquiries, Licensees can contact us directly via email. Please include a detailed description of your issue or question to ensure prompt and accurate assistance. For priority handling of your inquiry, a Support key provided by Blackstone Studio LLC should be included.

Contact Email: bestudio.support@blackstone.studio

6. SLA Reviews and Modifications

This SLA is subject to annual reviews or more frequent evaluations if necessary, to ensure it aligns with the evolving needs of both parties. Any changes to this SLA require written consent from both Blackstone Studio LLC and the Licensee.

7. Term and termination

This SLA is effective for the length of the License Term agreed upon between Blackstone Studio LLC and the Licensee, with provisions for early termination as per the foundational agreement terms.