Support and response times
Which support you get, and how quickly we answer.
Who helps with what depends on who runs your application. We always run the platform; the difference is whether you run your application yourself (Operated by you) or we run it for you as a Managed App or as Custom operated by gh0stservice.
Who owns what
| When this happens | Operated by you | Managed App |
|---|---|---|
| The platform has an outage | We fix it | We fix it |
| The portal or API misbehaves | We fix it | We fix it |
| You hit a limit or a guardrail | We explain it and tell you the options | We explain it and tell you the options |
| Your application goes down | Yours, unless we caused it | Ours, within the response times of your service level |
| Data needs backing up or restoring | Yours. The platform has no backup feature for it | Ours, as the service description sets out |
| A new version comes out | Yours | We apply patch updates in the maintenance window; new minor and major versions only with your consent |
The platform extensions gh0steye and gh0stforge are run by us for you. The platform terms apply to them: an answer usually within 24 hours on business days as in self-service, with no service level and no availability target. We back up the extensions' data daily and keep the backups for 14 days.
How urgent is it
| Urgency | What it means |
|---|---|
| Critical | A Managed App or part of the platform cannot be used in production or is severely restricted, or data loss is imminent. |
| High | Use is significantly impaired and there is no workable workaround. |
| Normal | Limited impact, a request, or a question. |
What we commit to
| Self-service | Managed Basic | Managed Business | Enterprise | |
|---|---|---|---|---|
| Critical | usually 24 hours on business days | 4 business hours | 2 business hours | usually 24 hours on business days |
| High | usually 24 hours on business days | 1 business day | 4 business hours | usually 24 hours on business days |
| Normal | usually 24 hours on business days | 1 business day | 1 business day | usually 24 hours on business days |
| Availability | Best effort, measured on the status page | Measured and reported, no target | Measured and reported, no target | Best effort, measured on the status page |
| How to reach us | Portal, email, gh0stcli | Portal, email, gh0stcli | Plus phone during business hours | Plus named contacts and phone during business hours |
For Managed Basic and Managed Business, each time is the longest you wait for a first qualified response from a person: a solution, an analysis or a concrete next step, not necessarily the fix.
- Self-service and Enterprise: we usually answer support requests within 24 hours on business days, on a best-effort basis. This applies to every urgency. Enterprise adds people and a phone line, not a response time of its own.
- Managed Basic and Managed Business count business hours. Business hours are Monday to Friday, 09:00 – 17:00, excluding public holidays in North Rhine-Westphalia. A business day is one of those days.
Platform availability is best effort. We do not commit to a figure, and the status page shows what we measure. A Managed App on a single instance has no availability target either; we measure its availability and state it in the monthly report. The service description sets out what applies to Managed Apps in detail, and the prices are on the pricing page.
Faults in the platform itself are always ours, and the platform is built to repair them automatically first. Where your contract says something different from this page, your contract applies.
What to send us
The faster we can see what you see, the faster this goes:
- which organization and application it concerns;
- the affected namespace;
- what changed recently, including deployments;
- the exact error or status message;
- whether production is blocked;
- your best guess at the area: deployment, network, storage, billing, or the application itself.
Never send us secret values. If a credential is part of the problem, say so and we will tell you where to put it.