Commercial
Support and SLA
Response model, incident handling, and what to expect from gh0stservice.
gh0stcloud is a managed service — not a self-service platform with a ticket queue. When something goes wrong with the platform, gh0stservice responds. You don't need an on-call rotation for infrastructure issues your team didn't cause.
Who responds to what
| Topic | Responsibility | How to reach us |
|---|---|---|
| Platform incidents and cluster issues | gh0stservice | Direct escalation via portal or contact |
| Application-level issues | Shared — tenant + gh0stservice triage | Support ticket |
| Billing, contracts, and SLA topics | gh0stservice commercial | Account contact |
Incident severity
| Severity | What it means | Response approach |
|---|---|---|
| Critical | Platform-wide disruption or tenant isolation failure | Immediate response, continuous communication until resolved |
| High | Significant degradation — workloads affected, workaround limited | Priority response within contracted window |
| Standard | Isolated issue or advisory — normal operations continue | Standard queue, acknowledged and tracked |
How an incident is handled
- Detection — via platform monitoring or tenant report
- Classification — severity determined, owner assigned
- Mitigation — platform restored or workaround communicated
- Resolution — root cause identified and fix confirmed
- Post-incident review — available for Critical and High severity under Enterprise contracts
What each tier gets
| Tier | Coverage | Response model |
|---|---|---|
| Starter | Business hours | Standard response times, standard escalation path |
| Enterprise | Extended coverage as defined in contract | Priority handling, dedicated escalation path, post-incident reports |
Concrete SLA targets and obligations are defined in the contract and support appendix. Enterprise agreements can include custom coverage windows and response commitments.
What gh0stservice always manages
Regardless of tier, gh0stservice has full operational ownership of:
- Cluster infrastructure, control plane, and platform service availability
- Security patching and OS-level maintenance
- Monitoring infrastructure and alert routing
- Tenant namespace provisioning and offboarding processes
You never need to patch a node, upgrade a control plane, or monitor the underlying platform.
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