Service Level Agreement (SLA)
Effective Date: July 20, 2026 • Applies to Active Managed Enterprise & Sovereign Hub Tiers
1. Support Response & Resolution Targets
Ghost Ports categorizes inbound support and update requests based on system severity. Response and resolution clocks begin immediately upon ticket submission through authorized client communication channels.
| Severity Level | Definition | Response Target | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete service outage, messaging pipeline offline, or active e-commerce checkout failure. | Within 1 Hour (All Tiers) | < 4 Hours |
| P2 - Major | Core automation workflow degraded, calendar sync error, or partial lead routing failure. | Within 2 Hours | < 24 Hours |
| P3 - Minor / Updates | General questions, configuration adjustments, or standard bot update requests. | Standard 72hr SLA (Engine) 4hr Priority SLA (Sovereign Hub) | Scheduled maintenance window |
2. Infrastructure Uptime Commitment
For all Managed Enterprise and Sovereign Hub deployments hosted or managed by Ghost Ports:
- Uptime Target: We target 99.9% network and infrastructure availability on a rolling 30-day calendar basis.
- Exclusions: Scheduled maintenance windows (communicated 48 hours in advance), third-party API outages (Meta / WhatsApp Business API platform downtime, Stripe outages, or OpenAI service interruptions), and client-side server misconfigurations fall outside uptime calculations.
3. Maintenance Windows
Routine security updates and container patching occur during scheduled low-traffic maintenance windows (Sundays between 02:00 AM – 04:00 AM EST). Emergency security patches may be deployed immediately with minimal service interruption notification.
4. Credit Claims & Remedies
In the event that Ghost Ports fails to meet the defined P1 Critical response target or 99.9% monthly uptime target, active clients may request service credits equal to 10% of their monthly subscription fee for each qualifying hour of downtime, up to a maximum of 50% of the monthly billing cycle.