Service Level Agreement

These targets describe BrightPost's current uptime and support objectives for Enterprise customers.

Availability

BrightPost targets 99.9% monthly uptime for the core services (API, dashboard, DNS writer, report ingestion). Uptime is measured over a calendar month.

Support Response

Priority cases receive an initial human response within 2 hours, 24x7, once a ticket is opened through the priority channel.

Service Restoration

For P1 availability incidents, BrightPost targets service restoration within 4 hours from the time the incident is acknowledged.

Scope

Targets apply to production services only and exclude scheduled maintenance windows and outages caused by factors outside BrightPost's reasonable control (e.g., upstream DNS provider issues, cloud platform failures, or customer misconfiguration).