FaithBase
Service Level Agreement
Effective April 30, 2026 · Applies to all paid FaithBase subscriptions
Service Commitments
| ESSENTIALS$500 / month | GROWTH$1,000 / month | ENTERPRISE$2K–$5K+ / month | |
|---|---|---|---|
| Monthly uptimeMeasured at widget + API layer | 99.0% | 99.5% | 99.5% |
| Supported hours | M–F 9 AM–5 PM ET | M–F 9 AM–5 PM ET | M–F 9 AM–5 PM ET |
| After-hours P1 support | — | — | ✓ via text to CSM |
| P1 — CriticalPlatform down; safety failure | Respond ≤ 4 hrsRestore ≤ 1 bus. day | Respond ≤ 2 hrsRestore ≤ 1 bus. day | Respond ≤ 1 hrRestore ≤ 1 bus. day |
| P2 — MajorCore feature broken or degraded | Respond ≤ 2 bus. dayResolve ≤ 5 bus. days | Respond ≤ 1 bus. dayResolve ≤ 3 bus. days | Respond ≤ 1 bus. dayResolve ≤ 2 bus. days |
| P3 — MinorLow-impact defect; how-to; feature request | Respond ≤ 3 bus. daysResolve ≤ 14 bus. days | Respond ≤ 1 bus. dayResolve ≤ 10 bus. days | Respond ≤ 1 bus. dayResolve ≤ 7 bus. days |
Severity Examples
| Severity | Definition | FaithBase Examples | What to Expect |
|---|---|---|---|
| P1 — Critical | Platform down or major trust/safety failure affecting all users | Chat widget returning errors or not loading for all visitors; AI responding outside theological guardrails (e.g., unsafe or doctrinally incorrect content); contact capture silently failing and dropping all leads; escalation routing completely non-functional | Acknowledgment per tier SLA; status updates every 2 hours until restored; root cause communicated after stabilization |
| P2 — Major | A core feature is broken or significantly degraded for some or all users | Content ingestion failing or producing stale/hallucinated responses; staff escalation notifications not delivering; prayer request triage queue not populating; in-chat CTAs broken; analytics dashboard blank or returning incorrect data; contact capture working but leads not exporting | Acknowledgment per tier SLA; daily updates until resolved; fix delivered within resolve target |
| P3 — Minor | Low-impact defect, configuration question, or feature request | Widget color or font not rendering as configured; analytics filtering behaving unexpectedly; a single ingested URL returning incomplete content; questions about how to set up routing rules or configure tone; requests for new features or integrations | Acknowledged per tier SLA; fix or answer delivered within resolve target; feature requests tracked and batched into product review |
Ticket Submission
- Ticketing system
- FaithBase support dashboard
- How to submit
- https://www.usefaithbase.com/dashboard/support
- Required fields
- Organization name · Severity (P1 / P2 / P3) · Description of the issue · Steps to reproduce · Impact (how many users affected, which features)
- Important note
- Direct messages to individual team members do not constitute a filed ticket and will not start the SLA clock. All issues must be submitted through the ticketing system to receive SLA protections.
Response means the issue has been received, logged, and assigned. Restoration means the affected feature has returned to normal operation for end users — not that the underlying root cause has been resolved. FaithBase will communicate root cause findings and permanent fix timelines as they become available.
Uptime is measured monthly at the widget and API layer, excluding scheduled maintenance windows (Thursdays 7–9 PM CT or mutually agreed, communicated ≥24 hours in advance). Uptime commitments do not extend to third-party integrations, GlooAI infrastructure, or issues caused by customer content or configuration.