BLACKSHIELD

Public Guide

Availability, Support, and SLAs

Review uptime targets, support response commitments, and escalation channels by plan tier. Audience: Operations, support, procurement, and service owners. Typical setup time: 8-12 minutes.

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Review uptime targets, support response commitments, and escalation channels by plan tier.

Audience
Operations, support, procurement, and service owners
Typical time
8-12 minutes

Before You Begin

  • Review your plan tier and negotiated support commitments.
  • Define who can open escalations for production-impact incidents.
  • Prepare required triage details (workspace, job IDs, timestamps).

Guide walkthrough

Step 1

Review availability objectives

Set shared expectations for service uptime, maintenance windows, and exclusions.

  • Review uptime target (99.95% for Shared, 99.99% for Enterprise).
  • Review maintenance notice process (48 hours advance notice).
  • Confirm exclusions for customer-managed dependencies.

What success looks like

Confirm exclusions for customer-managed dependencies.

Step 2

Review support response commitments

Know when your team can expect initial response and escalation by severity.

  • Review P1 (6m), P2 (24m), and P3 (2.4h) response-time commitments.
  • Confirm support hours (24/7 for P1) and emergency contact path.
  • Prepare issue details that speed up triage (workspace, job IDs, timestamps).

What success looks like

Prepare issue details that speed up triage (workspace, job IDs, timestamps).

Step 3

Define reporting and escalation workflow

Use a consistent escalation path and communication channel for service-impacting events.

  • Save escalation contacts for critical incidents.
  • Use the status channel for outage and degradation updates.
  • Review SLA performance in periodic service reviews.

What success looks like

Review SLA performance in periodic service reviews.

What success looks like

  • Availability and support expectations are documented for your teams.
  • Escalation contacts and status channels are stored in runbooks.
Availability, Support, and SLAs | BlackShield Docs