1. Support Plans
Enterprise Support additionally includes:
- 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:
Response time commitments apply only to tickets filed through the dashboard and do not apply to email submissions.
C. Defined Terms
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.