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Service Level Agreement

I. Effective date

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Updated on 7 August 2026.

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This page summarises service levels for the Blekline control plane (SaaS). It is a public summary for procurement and operations teams. The executable Service Level Agreement is attached to paid Platform subscriptions and enterprise order forms on request.

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Request the full SLA: enterprise@blekline.com

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Related: Terms · DPA · Subprocessors

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II. Provider

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The Wall d.o.o. (“Blekline”, “we”, “us”)

Mestni trg 10, 1000 Ljubljana, Republic of Slovenia (d.o.o. = Slovenian private limited company, equivalent to “Ltd” in English)

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III. Service credits

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In scope Out of scope (unless agreed in writing)
Control plane API and dashboard Sidecar / VPC deployments you operate in your network
Workspace administration LLM provider outages (OpenAI, Anthropic, etc.)
Mask, enforce, and audit APIs (SaaS path) Azure Text Analytics outages on cloud mask path
Authentication and billing portal Your network, VPN, or DNS issues
  Pilot SOW engagements (best-effort support only)

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Credits are the sole remedy for availability failures unless mandatory law provides otherwise. Self-serve MCP plans: contact enterprise@blekline.com for SLA and credit terms.

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IV. Pilot and evaluation engagements

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Platform eval pilots and pre-production SOW engagements receive best-effort support during business hours. Uptime SLA and service credits do not apply unless this SLA is explicitly attached to your pilot statement of work or order form.

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Production Platform subscriptions include the SLA by default.

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V. Maintenance

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We may perform scheduled maintenance on the control plane. Where practicable, we provide 48 hours' notice by email to workspace administrators. Emergency maintenance for security or stability may occur without advance notice; we will communicate impact as soon as possible.

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VI. Customer responsibilities

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To receive SLA coverage, you agree to:

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  • Maintain valid workspace billing and contact details
  • Use supported client versions (MCP server, SDK, ingress proxy) per documentation
  • Report incidents promptly with sufficient detail for diagnosis
  • Implement reasonable network and credential hygiene on your side

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Misconfiguration, expired tokens, or blocking your own egress to Blekline endpoints are not covered under uptime commitments.

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VII. How to obtain the full SLA

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Audience How to get it
Platform subscription Attached to Platform Order Form or provided at signature
Enterprise pilot → production Request when converting eval to paid Platform
Custom terms Contact enterprise@blekline.com

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The executable SLA is signed alongside the Platform Order Form or Master Services Agreement.

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VIII. Contact

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The Wall d.o.o. (Blekline)
Mestni trg 10, 1000 Ljubljana, Republic of Slovenia
General: hello@blekline.com
Enterprise & SLA: enterprise@blekline.com

This page is a public summary for diligence. It is not legal advice and does not replace a signed Service Level Agreement.

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