Blackbaud Inc., a world-leading provider of software and services to nonprofit organizations, has established a clear and concise Service Level Agreement (SLA). The SLA outlines the promises and commitments that the company makes to its customers in terms of service delivery, performance, availability, security, and support.
The Blackbaud SLA is designed to ensure that its customers receive the high-quality services they require to meet their mission-critical needs. The SLA covers various aspects of the service, including software hosting, system maintenance, technical support, and data security.
Blackbaud guarantees that its software hosting services have a minimum uptime of 99.9% per month, which means that the service will be available for use nearly all the time. Should the service fall below this threshold, the company promises to provide service credits based on the level of downtime experienced.
To comply with the highest standards of data security, Blackbaud pledges to undergo annual SOC 2 Type II and PCI-DSS audits. Additionally, the company maintains multiple data centers with redundant power, cooling, and network infrastructure to minimize the risk of downtime.
Blackbaud also commits to providing excellent customer support by maintaining a 24/7 technical support team and online resources. The company offers various support channels, such as email, phone, and live chat, to ensure that its customers receive prompt assistance whenever they need it.
Overall, the Blackbaud SLA demonstrates the company`s commitment to delivering top-quality services to its nonprofit customers. By providing clear promises, commitments, and incentives for service performance, the company seeks to build long-term relationships with its customers based on trust and reliability.