{"id":7836,"date":"2024-02-20T01:41:45","date_gmt":"2024-02-20T01:41:45","guid":{"rendered":"https:\/\/content.bestudio.dev\/?page_id=7836"},"modified":"2024-02-20T17:55:15","modified_gmt":"2024-02-20T17:55:15","slug":"service-level-agreement-for-technical-support","status":"publish","type":"page","link":"https:\/\/content.bestudio.dev\/service-level-agreement-for-technical-support\/","title":{"rendered":"Service Level Agreement for Technical Support"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7836\" class=\"elementor elementor-7836\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3ec4597c e-flex e-con-boxed e-con e-parent\" data-id=\"3ec4597c\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\" data-core-v316-plus=\"true\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a8ede0c elementor-widget elementor-widget-text-editor\" data-id=\"a8ede0c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.19.0 - 07-02-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<h1><b>Service Level Agreement for Technical Support<\/b><\/h1><p><span style=\"font-weight: 400;\">This Service Level Agreement (&#8220;SLA&#8221;) 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 &#8220;Licensor,&#8221; and the Licensee, effective from the Effective Date.<\/span><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><span style=\"font-weight: 400;\">This agreement specifies the support terms for the software packages offered by Blackstone Studio LLC.<\/span><\/p><h3><b>1. Definitions<\/b><\/h3><p><span style=\"font-weight: 400;\">Refer to the Blackstone Studio LLC <a href=\"https:\/\/content.bestudio.dev\/end-user-license-agreement\/\">End User License Agreement<\/a> for definitions.<\/span><\/p><h3><b>2. Support Plans<\/b><\/h3><p><b>2.1. Standard Support<\/b><\/p><p><span style=\"font-weight: 400;\">Blackstone Studio LLC will offer:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Issue prioritization for the Licensee&#8217;s team above MIT\/community users.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Access to our technical support team via GitHub and our support website.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Coverage includes Blackstone Studio LLC software products.<\/span><\/li><\/ul><p><b>2.2. Priority Support<\/b><\/p><p><span style=\"font-weight: 400;\">Blackstone Studio LLC will provide:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A 24-hour initial response time for reported issues.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A 4-hour pre-screening process.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Higher prioritization for the Licensee&#8217;s issues compared to &#8220;Standard Support.&#8221;<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Direct access to our technical support team via GitHub and our support website.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Coverage extends to all Blackstone Studio LLC software, including core and extended libraries.<\/span><\/li><\/ul><h3><b>3. Support Limitations<\/b><\/h3><p><b>3.1. Fair Use Policy<\/b><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><b>3.2. General Limitations<\/b><\/p><p><span style=\"font-weight: 400;\">Support will not cover issues resulting from:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Unauthorized modifications to the Software.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use alongside unsupported third-party software or hardware.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Failures or delays due to the Licensee&#8217;s network, hardware, or software.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Requests for product training or guidance beyond a reasonable extent as determined by Blackstone Studio LLC.<\/span><\/li><\/ul><h3><b>4. Service Levels<\/b><\/h3><p><b>4.1. First-Response Time<\/b><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><b>4.2.<\/b> <b>Working Hours<\/b><\/p><p><span style=\"font-weight: 400;\">The standard working hours are Monday to Friday, excluding weekends and the following holidays:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">New Year&#8217;s Day (January 1st)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Good Friday (the Friday before Easter Sunday; date varies)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Easter Monday (the Monday after Easter Sunday; date varies)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">International Workers&#8217; Day (May 1st)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Christmas Day (December 25th)<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">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&#8217;s start.<\/span><\/p><p><b>4.3.<\/b> <b>Bug Identification and Prioritization<\/b><\/p><p><span style=\"font-weight: 400;\">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:<\/span><\/p><p><span style=\"font-weight: 400;\">a) A clear description of the bug;<\/span><\/p><p><span style=\"font-weight: 400;\">b) A projected timeline for the bug resolution;<\/span><\/p><p><span style=\"font-weight: 400;\">c) Available interim solutions or workarounds for the Licensee.<\/span><\/p><p><span style=\"font-weight: 400;\">It&#8217;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.<\/span><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><b>4.4.<\/b> <b>Bug Fixes and Updates Delivery<\/b><\/p><p><span style=\"font-weight: 400;\">Bug resolutions are incorporated into the newest version of the software and are not applied to previous versions.<\/span><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><h3><b>5. Support Communication Channels<\/b><\/h3><p><span style=\"font-weight: 400;\">To address support inquiries and report issues, Licensees currently have one primary method:<\/span><\/p><p><b>5.1. Email Support<\/b><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><b>Contact Email:<\/b><span style=\"font-weight: 400;\"> bestudio.support@blackstone.studio<\/span><\/p><h3><b>6. SLA Reviews and Modifications<\/b><\/h3><p><span style=\"font-weight: 400;\">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.<\/span><\/p><h3><b>7. Term and termination<\/b><\/h3><p><span style=\"font-weight: 400;\">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.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Level Agreement for Technical Support This Service Level Agreement (&#8220;SLA&#8221;) 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 &#8220;Licensor,&#8221; and the Licensee, effective from the Effective Date. This SLA details the technical support services provided by the [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/pages\/7836"}],"collection":[{"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/comments?post=7836"}],"version-history":[{"count":16,"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/pages\/7836\/revisions"}],"predecessor-version":[{"id":7917,"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/pages\/7836\/revisions\/7917"}],"wp:attachment":[{"href":"https:\/\/content.bestudio.dev\/wp-json\/wp\/v2\/media?parent=7836"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}