Status:
Project-specific terms — draft for review. Draft for review — not yet effective. This outline is provided by Black Box Theory LLC, Florida, United States, for discussion only. It does not itself create a service commitment. Signed client agreements define the applicable terms.
1. Support arrangements
Each project should identify its support channels, authorized contacts, coverage periods and escalation process. No particular support channel or coverage schedule is established by this page.
2. Severity and response targets
The parties should define severity categories, how issues are classified and any response or resolution targets. Targets should reflect the system’s purpose and agreed operating responsibilities. No universal response or resolution guarantee is established here.
3. Maintenance and dependencies
The agreement should address planned maintenance, notices, client responsibilities and third-party dependencies, including how changes or outages affecting those dependencies will be handled.
4. Reporting and remedies
Any availability measurement, reporting arrangements, exclusions and remedies must be agreed for the specific engagement. This page establishes no universal uptime target or service-credit scheme.
Review note
Confirm operating responsibilities, coverage, escalation, targets and any availability remedies in the signed project agreement. Questions: admin@blackboxtheory.ai.