Ghost BIGhost BI

Last Updated: February 2026

Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms of Service between Ghost BI ("Company," "we," "us") and you ("Customer," "you"). It describes our uptime commitments, measurement methodology, and the remedies available to you in the event of service disruptions.

This SLA applies to all Subscription tiers: Free, Starter, Growth, and Professional.

2. Uptime Commitment

99.5%

Monthly Uptime Target

Ghost BI commits to maintaining a monthly uptime percentage of at least 99.5% for the core Service infrastructure, including the API endpoints, dashboard, and data processing pipeline.

"Uptime" is defined as the percentage of total minutes in a calendar month during which the core Service is operational and accessible, excluding scheduled maintenance windows and excluded events.

3. Measurement Methodology

Uptime is measured on a calendar month basis using the following formula:

Uptime % = ((Total Minutes − Downtime Minutes − Excluded Minutes) / (Total Minutes − Excluded Minutes)) × 100
  • Total Minutes: The total number of minutes in the applicable calendar month.
  • Downtime Minutes: Minutes during which the core Service was unavailable, as determined by our monitoring systems.
  • Excluded Minutes: Minutes attributable to scheduled maintenance, exclusions listed in Section 6, or force majeure events.

Ghost BI's internal monitoring data shall be the sole and authoritative source for uptime calculations.

4. Service Credits

If Ghost BI fails to meet the uptime commitment in any calendar month, eligible Customers may receive service credits as their sole and exclusive remedy. Service credits are applied as a percentage of the monthly Subscription fee for the affected month.

Monthly UptimeService Credit
99.0% – 99.49%10% of monthly fee
95.0% – 98.99%25% of monthly fee
Below 95.0%50% of monthly fee
  • Service credits are non-transferable and have no cash value.
  • Credits are applied to future invoices and cannot be exchanged for refunds.
  • Maximum credit in any calendar month shall not exceed 50% of that month's Subscription fee.

5. Credit Request Process

To receive a service credit, you must submit a request within thirty (30) days of the end of the affected month:

  1. Email support@ghostbi.com with the subject line "SLA Credit Request."
  2. Include your account ID, the affected month, and a description of the downtime experienced.
  3. Ghost BI will review the request against our monitoring data and respond within fifteen (15) business days.
  4. Approved credits will be applied to your next billing cycle.

6. Exclusions

The uptime commitment and service credits do not apply to downtime or performance issues caused by:

  • Scheduled Maintenance: Planned maintenance windows communicated at least 48 hours in advance.
  • Customer-Caused Issues: Downtime resulting from your actions, configurations, integrations, or misuse of the Service.
  • Force Majeure: Events beyond our reasonable control, including natural disasters, acts of war, terrorism, pandemics, government actions, or widespread internet outages.
  • Third-Party Failures: Outages or degradation of third-party services, including hosting infrastructure, DNS providers, or AI processing providers.
  • Beta or Preview Features: Any features explicitly designated as beta, preview, or experimental.
  • Account Suspension: Downtime resulting from suspension of your account due to non-payment or violation of the Terms of Service.

7. Refund Policy

Refunds are available only when the core Service functionality is completely non-operational for a continuous period of twenty-four (24) or more hours, as verified by Ghost BI's monitoring systems.

In qualifying cases, refunds will be prorated based on the duration of the outage relative to the monthly billing period.

Refunds are NOT available for:

  • Expectation mismatches — the Service not meeting your subjective expectations or perceived value
  • Integration difficulties — challenges connecting the Service to your own systems or third-party tools
  • Output quality — dissatisfaction with the accuracy, relevance, or usefulness of Intelligence Output
  • Customer skill gaps — inability to use the Service due to lack of technical knowledge or training
  • Partial outages — degraded performance that does not constitute complete non-operation of core functionality
  • Excluded events — any downtime attributable to exclusions listed in Section 6

8. Sole & Exclusive Remedies

THE SERVICE CREDITS AND REFUND POLICY DESCRIBED IN THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDIES FOR ANY FAILURE BY GHOST BI TO MEET THE UPTIME COMMITMENT. THIS SLA DOES NOT ENTITLE YOU TO ANY ADDITIONAL DAMAGES, CREDITS, OR COMPENSATION BEYOND WHAT IS EXPRESSLY STATED HEREIN.

The remedies in this SLA are subject to the Limitation of Liability provisions in the Terms of Service.

9. Scheduled Maintenance

Ghost BI performs scheduled maintenance to ensure the reliability, security, and performance of the Service. Maintenance windows are subject to the following:

  • We will provide at least 48 hours' advance notice via email or in-app notification for scheduled maintenance.
  • Maintenance is typically scheduled during low-usage periods (weekdays 2:00 AM – 6:00 AM ET).
  • Emergency maintenance may be performed without advance notice when required to address critical security vulnerabilities or prevent imminent service failure.
  • Scheduled maintenance windows are excluded from uptime calculations.

10. General

  • This SLA is subject to and incorporated into the Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.
  • Ghost BI reserves the right to modify this SLA with at least thirty (30) days' notice. Changes take effect at the start of the next calendar month following the notice period.
  • This SLA does not create any additional warranties beyond those expressly stated in the Terms of Service.
  • Questions about this SLA should be directed to support@ghostbi.com.