Service Level Agreement

Our commitment to reliability, responsiveness and consistent service delivery across every tier.

Effective date: 20 March 2026

1. Service Availability

Black Sofa aims to maintain 99.9% platform uptime, excluding scheduled maintenance.

2. Payroll Processing

Payroll processed within agreed timelines, typically 3 business days of receiving complete data.

3. Support Response Times

  • Foundation: Email — 48 hour response
  • Core: Priority email — 24 hour response
  • Pro: Dedicated manager — 8 hour response
  • Enterprise: Dedicated team — 4 hour response

4. Escalation

Critical issues affecting payroll runs are escalated immediately regardless of tier.