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We guarantee 99.9% monthly uptime for all GlobalPassport services. This translates to maximum allowable downtime of approximately 43 minutes per month.
All scheduled maintenance windows will be communicated at least 48 hours in advance via email and our status page.
Our support team response and resolution targets based on issue priority
Service outages, security incidents, data loss
Resolution Target: <4 hours
Major feature degradation, performance issues
Resolution Target: <12 hours
Minor bugs, feature requests, general issues
Resolution Target: <24 hours
Documentation, enhancement requests
Resolution Target: <72 hours
If our monthly uptime falls below the 99.9% guarantee, service credits will be automatically applied to your account.
Credit Rate: 5% service credit for each 1% of downtime beyond our guarantee
Maximum Credit: Up to 100% of monthly service fees
Application: Credits applied automatically to next month's billing
If uptime is 98.9% (1% below guarantee), you receive a 5% service credit on your monthly fees.
Credits don't apply to downtime caused by scheduled maintenance, customer actions, or third-party services.
Real-time service status and incident updates are posted to our public status page.
Enterprise clients receive direct email alerts for incidents affecting their services, with regular updates until resolution.
Initial Alert: Within 15 minutes of detection
Regular Updates: Every 30 minutes during incidents
Resolution Notice: Immediate notification when resolved
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