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Ghostboard Service Level Agreement (SLA)

Last update: 1 September 2025

This Service Level Agreement ("SLA") forms part of the Terms of Service between Ghostboard ("we", "us") and the customer ("you"). It describes our uptime commitment and the credits you may claim if we fail to meet it. These remedies are your sole and exclusive remedy for SLA-covered issues.

Applicability & Eligibility

  • This SLA applies only to customers on a Ghostboard PRO+ or CUSTOM plan that expressly includes SLA coverage.
  • Customers on other plans are not eligible for SLA credits.
  • This SLA applies to the core Ghostboard hosted service and APIs under our control. It does not apply to third-party networks, email providers, DNS, or services outside our infrastructure.

Uptime Commitment

We will make the Service available 99.99% of the time each calendar month, excluding Excused Downtime (defined below). "Monthly Uptime Percentage" is calculated as:

100% - (Total Downtime Minutes ÷ Total Minutes in the Month) × 100

"Downtime" means minutes when the Service is unavailable for all customers due to issues within Ghostboard-controlled systems, as determined by our monitoring.

Measurement

  • Uptime is measured per calendar month in UTC using our production monitoring systems and logs.
  • An incident counts as downtime from the first error observed until service restoration. Partial or intermittent unavailability may be prorated.
  • Unavailability of features explicitly marked as "Beta", "Experimental" or similar is excluded.

Public status & historical uptime

For transparency, we publish real-time status and historical uptime at ghostboard.statuspage.io. You can also subscribe to incident updates on that page.

Note: This page is for transparency. Official SLA calculations and eligibility for credits are determined using Ghostboard's internal monitoring and logs. In case of discrepancy, our system-of-record logs will prevail.

Excused Downtime (Exclusions)

The following are excluded from the uptime calculation:

  • Scheduled Maintenance (we make commercially reasonable efforts to announce at least 72 hours in advance).
  • Emergency Maintenance required to protect integrity, availability, or security.
  • Force Majeure events (including acts of war, civil disturbance, labor disputes, government actions, internet or provider failures outside our control).
  • Actions or omissions by you, your users, or third parties acting on your behalf (including exceeding documented limits, misconfigurations, or breaches of the Terms).
  • Issues affecting third-party networks, ISPs, DNS, email delivery providers, or integrations outside Ghostboard’s control.

Maintenance Windows

  • Scheduled Maintenance is typically performed during low-traffic windows within 02:00–06:00 UTC. Where practicable, we will notify you at least 72 hours in advance via in-app notice or email.
  • Emergency Maintenance may occur at any time without prior notice when urgently required.

Service Credits

If we fail to meet the 99.99% Monthly Uptime Percentage (excluding Excused Downtime), you may request a Service Credit. Credits are calculated as:

  • 5% of the monthly Service Fees for each full hour of Downtime beyond the 99.99% target (e.g. 1–60 minutes beyond target = 5%; 61–120 minutes beyond target = 10%; etc.).
  • Credits for a month will not exceed 100% of the applicable monthly fees for the affected subscription.
  • Credits are not refunds and have no cash value; they are applied to future invoices for the same account and cannot be transferred or aggregated across accounts or months.

How to Claim a Credit

  • Submit a written request to support AT ghostboard.io within 30 days of the incident giving rise to the claim.
  • Include: (a) date/time of impact, (b) a description of the observed impact, and (c) any relevant request IDs or screenshots/logs.
  • We will validate the claim against our monitoring and apply any credit to the next billing cycle if approved.

Limitations

  • Credits are the sole and exclusive remedy for any failure to meet this SLA.
  • Downtime attributable to items in the "Excused Downtime" section does not count toward credits.
  • This SLA does not apply during free trials or while an account is suspended for breach, non-payment, or at your request.

Changes to this SLA

We may update this SLA from time to time. The current version will always be available on this page. Material changes will be communicated in advance when practicable.

Contact

Questions? Email us at support AT ghostboard.io

Last update: 1 September 2025

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