Service Level Assurance

1. Platform Infrastructure Availability

Charlie Secure is managed under the technical administration of Charles Edda and Charles Bouley. We target a **99.9% availability threshold** for our main dashboard and open resource subpages. This baseline deployment assurance covers our primary server nodes hosted across enterprise delivery configurations, excluding scheduled core system maintenance dependencies.

2. Threat Intelligence Link Assurance

As a community reference directory, the accuracy of our navigation links is paramount. We deploy an active advisory contractor cell tasked with auditing all external shortcuts out to third-party clearinghouses (e.g., VirusTotal, AbuseIPDB, and PhishTank). Broken redirects or invalid threat modeling destination adjustments are targeted for correction within **24 hours of discovery or internal escalation**.

3. Desk Response Metrics

While Charlie Secure operates as an open repository rather than a paid critical enterprise ticketing architecture, we hold our correspondence channels to clear, reliable baselines:

• General Platform Queries: Targeted evaluation within 48 business hours.
• Technical Engineering Anomalies: Escalated to developer tracking files within 24 business hours.
• Advisory Contractor Applications: Routed to leadership board review timelines within 3 business days.