Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") describes the availability commitment and support response targets for the Ghost Metrics analytics service (the "Service") provided by Ghost Metrics, LLC ("Ghost Metrics," "we," or "us"). This SLA represents our standard service-level commitments. Where a customer has entered into a Master Services Agreement with us (the "MSA"), this SLA is incorporated into and forms part of that MSA, and it is subject to all terms of the MSA, including the limitations of liability and disclaimers set out there.
Capitalized terms not defined in this SLA have the meanings given in the MSA.
2. Definitions
"Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
"Downtime" means a period during which the Service is not available for use, as measured by our monitoring system, excluding any period attributable to an Exclusion described in Section 6.
"Scheduled Maintenance" means maintenance for which we provide advance notice as described in Section 7.
"Support Hours" means 9:00 a.m. to 5:00 p.m. Central Time on weekdays, excluding holidays we observe. This matches the definition of Business Hours in the MSA.
3. Service availability commitment
We will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during each calendar month.
4. Measurement
Availability is measured by our external monitoring provider, Better Stack, which serves as the system of record for uptime and Downtime calculations under this SLA. Measurements taken by Better Stack will be used to determine eligibility for service credits. We maintain a status page and can provide availability reports on reasonable request.
5. Support response targets
We provide technical support for issues arising from our provisioning of the Service. Support requests may be submitted through our support portal or by email. We assign a priority to each request in good faith based on its severity, and we work issues based on that priority. The following are our target first-response and target resolution times, measured in Support Hours:
| Priority | Description | Target first response | Target resolution |
|---|---|---|---|
| Urgent | Service is down or severely impaired, halting business operations, with no available workaround. | 30 minutes | 8 Support Hours |
| High | Major functionality is impaired or significant performance degradation is occurring. | 1 hour | 24 Support Hours |
| Medium | Partial or non-critical loss of functionality with moderate impact on operations. | 6 hours | 3 business days |
| Low | Minor issue, question, or request with low impact on operations. | 24 hours | 7 business days |
For Urgent and High priority issues, we provide ongoing status updates until the issue is resolved or a workaround is in place. Response and resolution times are targets, not guarantees, and they are measured only during Support Hours.
6. Exclusions
The availability commitment in Section 3 does not apply to, and Downtime does not include, any unavailability or performance issue resulting from:
- Scheduled Maintenance and Emergency Maintenance.
- Any interruption lasting less than ten consecutive minutes.
- Force majeure events, including natural disasters, acts of war, civil unrest, government actions, pandemics, and other events beyond our reasonable control.
- Failures or performance issues of third-party services, providers, networks, or utilities outside our reasonable control, including the customer's own hosting, equipment, software, or internet connectivity.
- The customer's acts or omissions, including misuse, unauthorized modifications, use of the Service other than in accordance with the documentation, or failure to follow reasonable instructions.
- Suspension or termination of the customer's access in accordance with the MSA or our Terms of Use.
7. Maintenance
We perform routine maintenance during off-peak hours, generally overnight, and we provide advance notice of Scheduled Maintenance that we expect to affect availability. From time to time we may need to perform Emergency Maintenance to preserve the stability or security of the Service, and we will provide as much notice as is practicable in the circumstances. Maintenance windows are excluded from the availability calculation as described in Section 6.
8. Service credits
If we fail to meet the availability commitment in Section 3 in a given calendar month, the affected customer may be eligible for a service credit, calculated as one hour of credit against platform fees for each hour of Downtime in that month, with partial hours rounded down.
Service credits in any month will not exceed 50% of the total monthly fees for the affected Service in the month in which the incident occurred. Service credits are issued against future fees and have no cash value.
To request a service credit, the customer must contact us at the support address within two weeks after the end of the calendar month in which the incident occurred, and must provide the information reasonably necessary for us to validate the claim, including relevant dates, times, and a description of the impact. We will review eligible requests and apply approved credits to a subsequent invoice.
Except as otherwise expressly provided in the MSA, service credits are the customer's sole and exclusive remedy for any failure to meet the availability commitment in this SLA.
9. General
We will use commercially reasonable efforts to meet the service levels in this SLA. We are not liable for failure to meet these service levels to the extent the failure results from an Exclusion or other circumstances beyond our reasonable control. Where this SLA is part of an MSA, it is subject to all applicable terms of that agreement, including the limitations of liability and disclaimers. We may update this SLA from time to time; where you are covered by an MSA, we will provide notice of material changes in accordance with that agreement.
10. Contact and support hours
Support requests and service credit claims: [email protected] or through our support portal.
Support Hours: Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time, excluding holidays we observe.