1. Support Plans
| Standard Support | Premium Support | Enterprise Support |
|---|---|---|
| Available to all customers at no additional charge. Applies to free accounts and accounts not qualifying for a higher plan. No Uptime SLA or service credits apply. | Available to customers who have either (a) purchased a Premium Support add-on, or (b) entered into an annual or committed-spend contract. Premium Support is available at the greater of US $250 per month or 5% of the customer’s monthly Blacksmith spend. No Uptime SLA or service credits apply. | Available to customers who have purchased Enterprise Support. Enterprise Support includes Uptime SLA and service credits as described in the Service Level Agreement section, plus the items listed below. |
- Dedicated Slack Channel: A private Slack channel shared between the customer’s team and Blacksmith for direct communication with Blacksmith engineers and support staff. The Slack channel is not the designated channel for opening or tracking Support requests.
- Dedicated Team of Global Support Engineers: A team of support engineers is prioritized to Enterprise customers to assist with the more technical aspects of issues, provide faster resolution, and serve as the primary point of contact for all support requests.
- Onboarding Assistance: Blacksmith’s engineering team will work directly with customer to migrate, configure, and validate CI workflows on the Blacksmith platform.
- CI Optimization: Ongoing guidance on runner sizing, caching, parallelization, and workflow configuration. Blacksmith will deliver quarterly reviews covering optimization recommendations, ticket trends, resolution times, and service level performance.
- Priority Escalation: The Enterprise Support team can escalate requests directly to Blacksmith’s product and engineering teams. Business Critical Incidents will be raised to senior engineering and management personnel as needed.
- Environmental Runbook: An internal support resource prepared by Blacksmith and tailored to customer CI implementation, services, and use cases, to facilitate a more individualized approach to reviews and responses provided by Blacksmith support personnel.
2. Support
A. Support Requests
Tickets for Incidents must be submitted through the Blacksmith dashboard. If customer encounters an error submitting a ticket via the dashboard, please contact [email protected] with a description of the submission error. Email is not a designated support channel. Customer shall provide Blacksmith with reasonable information and assistance to facilitate performance of Support Services, including a detailed description of the issue, related configuration and log files, and reasonable cooperation to enable Blacksmith to reproduce errors. Customers shall not include sensitive data such as personal, health, or financial information in the ticket.B. Response Times
Blacksmith’s production infrastructure is monitored continuously with automated health checks and error condition alerting. All alerts are reviewed and triaged in accordance with Blacksmith’s Incident Response Plan. Platform availability and active incidents are published at status.blacksmith.sh. Blacksmith will assign an initial severity level to each ticket upon receipt and reserves the right to reclassify severity at any time, including downgrading severity where a Workaround has been provided or where customer has not supplied information required to progress resolution. In the event of an Incident, Blacksmith will respond as follows:| Impact | Premium Support | Enterprise Support | Additional Actions |
|---|---|---|---|
| Business Critical Incident. Total failure or severe degradation of the Services. Customer is unable to run CI workloads or access the Services. | Every response within 2 hours (24/7) | Every response within 30 minutes (24/7) | Engineers work continuously toward a Workaround or Resolution. Status updates are published at status.blacksmith.sh. Incidents are raised to senior engineering and management personnel as needed. |
| Degraded Services Incident. Partial failure or degradation of the Services. Customer can access some but not all features, or experiences reduced runner performance. | Initial response within 8 hours (24/7) | Every response within 4 hours (24/7) | Engineers work toward a Workaround or Resolution. If the Incident is not resolved within 8 Business Hours, it is raised to senior engineering personnel. |
| General Issue. All other issues, including non-critical technical problems, configuration questions, integration guidance, optimization queries, and feature requests. | Initial response within 24 Business Hours | Initial response within 12 Business Hours; subsequent responses within 24 Business Hours | Engineers work during Business Hours to provide a Workaround, Resolution, or response to queries. Enterprise customers may raise CI optimization questions through this channel. |
C. Defined Terms
| Term | Definition |
|---|---|
| ”Business Hours” | 8:00 AM to 8:00 PM Eastern Time, Monday through Friday, excluding the following holidays: New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, the Friday following Thanksgiving, Christmas Eve, and Christmas Day. |
| ”Incident” | A failure of the Services to perform in material conformance with the Master Services Agreement between the parties or Documentation. |
| ”Resolution” | Either Blacksmith has: (a) corrected the Incident so that the Services perform in material conformance with the Master Services Agreement between the parties and the Documentation, or (b) determined the reported Incident was the result of an Exception. |
| ”Exception” | Any event outside of Blacksmith’s reasonable control that contributes to or causes an Incident, including GitHub platform or GitHub Actions infrastructure outages, Customer-caused misconfigurations, third-party service failures, scheduled maintenance communicated in advance via status.blacksmith.sh, or force majeure events. |
| ”Workaround” | A configuration change, manual procedure, or other measure that restores previously functioning features or functionality without providing a complete Resolution. |
3. Service Level Agreement
This Service Level Agreement (“Uptime SLA”) applies exclusively to Enterprise Support customers. Customers on Standard Support, Premium Support, or any other support plan are not eligible for this Uptime SLA, service credits, or any other commitment described in this section. This Uptime SLA applies only to the services and products specifically listed under the applicable Order, and is subject to the definitions, scopes, and exclusions outlined in this document. Blacksmith commits to 99.9% monthly platform availability to Enterprise Support customers, measured using data from status.blacksmith.sh as the source of record. 99.9% monthly availability equates to approximately 43 minutes of allowable downtime per calendar month. Uptime is calculated as follows: (Total minutes in calendar month minus Downtime minutes) divided by Total minutes in calendar month, multiplied by 100) Scheduled maintenance communicated in advance via status.blacksmith.sh is excluded from the downtime calculation. In the event Blacksmith fails to meet the uptime commitment of 99.9%, the Enterprise customer may be eligible for service credits as set forth in the applicable Order to the Blacksmith Master Services Agreement. Service credits are an Enterprise Support customer’s sole and exclusive remedy for Blacksmith’s failure to meet the uptime commitment in this section.Exclusions from Uptime SLA
Blacksmith is not responsible for outages or service interruptions caused by factors outside of its reasonable control. The following categories of events are excluded from downtime calculations and do not qualify for Uptime SLA credits:- Third-party infrastructure and cloud providers: Issues attributable to external vendors or cloud providers, including but not limited to AWS, Cloudflare, GCP, Azure, GitHub, or other similar providers upon whose infrastructure Blacksmith’s services depend.
- GitHub platform issues: Incidents originating from GitHub Actions infrastructure, GitHub API availability, or GitHub-side outages are outside the scope of Blacksmith Support.
- Integration partners: Failures or downtime related to third-party integration partners or services that the customer connects to the Blacksmith platform.
- Force majeure and factors outside our control: Events such as natural disasters, acts of war, government action, internet service provider (ISP) outages, or other circumstances outside Blacksmith’s reasonable control.
4. Self-Help Materials
Blacksmith provides the following self-help resources:- Documentation: Blacksmith documentation covers runner setup, caching, integrations, security, and platform configuration. Available at docs.blacksmith.sh
- Platform Status Page: Real-time platform availability, incident history, and scheduled maintenance notices. Available at status.blacksmith.sh
5. Miscellaneous Terms
A. Exclusions
Support Plans/Support Services do not apply to:- Pre-commercial services: Alpha, beta, or other pre-commercial releases of any Blacksmith product, service, or feature.
- Billing questions: Direct billing questions to [email protected] or to your customer success representative.
- Third-party tooling: Third-party GitHub Actions, customer-managed secrets, external registries, or infrastructure outside the Blacksmith platform.
- Custom code: Debugging Customer-authored workflow code, scripts, or configurations that are not part of the Blacksmith platform.