Company
How operations keep running
How gh0stcloud is operated, who takes over when someone is unavailable, and what you keep in any case.
gh0stservice is a small company. For a provider that runs applications other people depend on, that raises a fair question, so here is the full answer rather than a reassurance.
Built to repair itself first
Our operating principle is full automation. Anything a person would otherwise do by hand, again and again, is automated, and the platform is built to recover on its own before anyone has to step in.
- The desired state of the platform and of every application is kept in Git. When a running system drifts from it, it is set back automatically.
- Failed components restart, and workloads move to healthy servers without anyone intervening.
- Certificates are renewed and backups run on a schedule, and both are monitored.
- Monitoring alerts us when something needs a decision that automation should not make on its own.
That is how a small team can run this responsibly: people are not the first line of defence, they are the escalation.
Who is responsible
- Falk Hähner, founder, is responsible for operations.
- Linus Stiehm, software developer at gh0stservice, builds the platform and the portal and takes over operations when Falk is not available.
- When a situation calls for specialist depth, we bring in experienced operators from a network we have worked with before.
You always know who is on the other end. There is no anonymous queue.
What we commit to
| Self-service | Operated by us | |
|---|---|---|
| Answer to a support request | Within 24 hours, weekends and public holidays in North Rhine-Westphalia not counted | Depends on the package, from 2 business hours for critical faults |
| Availability | Best effort, with no guarantee. We aim for the highest availability we can reach and publish what we measure. | A target of 99.5 % per month, written into your service description |
| Your application | You operate it | We operate it within the agreed scope |
Business hours are Monday to Friday, 9:00 – 17:00, excluding public holidays in North Rhine-Westphalia. The packages are on the pricing page, and the details are in support and response times. Our status page publishes the availability we measure.
What you keep in any case
- Your desired state. In self-service, everything that describes your application lives in your own Git repository.
- Your data. It belongs to you and can be exported.
- The documentation. How the platform works is publicly documented, not kept in one person's head.
- A way out. How to leave gh0stcloud covers notice periods, data and refunds.