Service Level Agreement
GhostAnalyst commits to the following first-response targets, measured from the time a support request is acknowledged. Severity is assigned based on operational impact.
Tenant response targets
P1 · Critical
1 hour
Platform unavailable or active security incident with no workaround.
P2 · High
4 hours
Major function degraded with significant operational impact.
P3 · Medium
24 hours
Minor function impaired with limited operational impact.
P4 · Low
72 hours
General questions, feature requests, and cosmetic issues.
Partner response targets
P1 · Critical
30 minutes
Partner-managed platform unavailable or active incident.
P2 · High
2 hours
Major function degraded across one or more managed tenants.
P3 · Medium
8 hours
Minor function impaired with limited impact.