Service quality guarantee

Quality Guarantee

Introduction

Globalhost's primary goal is the uninterrupted operation of our servers, thereby achieving 100% continuous availability of your websites. If Globalhost does not provide the services it guarantees, an appropriate amount will be refunded to your account. We list 4 points of the guarantee by which Globalhost undertakes to provide quality services.

1. Definitions

This Website/Server Availability Service Level Agreement (Web Site Availability Service Level Agreement, SLA Agreement) applies to you ("the client") if you have ordered any of the following Globalhost services ("the services") and if your user account with Globalhost is current (i.e. has not expired): web hosting packages (Start Hosting, Mini Hosting, Midi hostin, Unlimited Hosting, Reseller 1, Reseller 2, Reseller 3, Dedicated 1, Dedicated 2, Dedicated3, Start VPS, Mini VPS, Midi VPS, Maxi VPS.

The term "Website Availability" refers to the percentage of a given month (based on a 24-hour day and the number of days in the month in question) during which the content of the client's websites is available for access by third parties via HTTP and HTTPS, as measured by Globalhost.

2. Service level

If the services purchased from us are not 100% available, Globalhost will grant a refund of your funds, in accordance with the following limits:

Website availability / Percentage of the refund amount

99,9 to 100% - 0%

98 to 99,8% - 10%

95 to 97,9 - 25%

90 to 94,9 - 50%

89,9 or lower - 100%

3. Exceptions

Globalhost shall bear no liability, and therefore a refund of your funds will not be granted, if the unavailability of the website, or any other problems with it, is caused by any of the following reasons:

a. Due to circumstances over which Globalhost has no influence, such as: decisions of state authorities, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other disruption of work, interruption or delay in traffic, unavailability or interruption as well as delay in telecommunications or services provided by a third party, virus or hacker attack, software failure (including e-commerce software, payment channels, chat, statistical or free scripts) or the inability to obtain raw materials, supplies or energy used to fulfil this SLA Agreement, and the equipment required for it.

b. Due to a failure of the equipment for accessing the Globalhost network, unless such a failure is caused exclusively by Globalhost.

c. Due to announced maintenance, as well as emergency maintenance and upgrades.

d. Due to DNS problems that are beyond Globalhost's direct control.

e. Due to problems in FTP, POP or SMTP user access.

f. Due to false SLA Agreement violations reported as a consequence of failures or errors of any Globalhost measurement system.

g. Due to the actions or omissions of the client (actions or omissions of other persons engaged or authorized by the client), including the client's custom scripts or coding (e.g. CGI, Perl, HTML, PHP, etc.), any negligence, intentional misconduct or use of the services - that violates Globalhost's Terms of Service.

h. Due to the delivery or transmission of e-mail, or webmail.

i. Due to the propagation of DNS (Domain Name Server) servers; j. due to failures elsewhere on the Internet that prevent access to your account.

Globalhost is not responsible for cases of incorrect web browser caching ("browser caching") or DNS caching ("DNS caching"), which may cause an apparent unavailability of the websites, even though at the same time the pages are still available to others.

Globalhost guarantees only for those areas considered to be under Globalhost's control.

4. DDoS protection and network security

Globalhost provides automatic protection against Layer 3 (L3) and Layer 4 (L4) distributed denial-of-service (DDoS) attacks as an integral part of all active hosting, VPS, dedicated and network services, at no additional charge to the USER.

4.1. - DDoS protection is implemented at the network and transit level and includes automatic detection, filtering and mitigation of malicious network traffic.

4.2. - Globalhost's network infrastructure supports the mitigation of L3/L4 DDoS attacks with a capacity of up to 6 Tbps, depending on the type, distribution and characteristics of the attack.

4.3. - The protection covers the mitigation of volumetric and protocol attacks, including but not limited to:

- UDP flood

- TCP SYN flood

- ACK flood

- ICMP flood

- amplification/reflection attacks

- other network and transport attacks aimed at congesting the network infrastructure.

4.4. - In the event of a continuous DDoS attack directed at an individual IP address or service of the USER lasting longer than 36 hours, Globalhost reserves the right to temporarily apply global blackhole/null-route protection in order to preserve network stability and protect other infrastructure users.

4.5. - During blackhole/null-route protection, the affected IP address may become temporarily unavailable from the internet until the attack stops or network conditions stabilize.

4.6. - Globalhost does not guarantee complete mitigation of all possible types of DDoS attacks, especially application-layer (Layer 7) attacks, extremely distributed attacks or attacks targeting specific application services.

5. Fully managed service

The fully managed service includes:

24/7 monitoring of desired ports

Server load monitoring

Resolving server network problems

Detection and removal of hardware problems if we deem it necessary

Installation, configuration and consulting on the operation of supported control panels (e.g. cPanel)

Backup configuration

Security analyses and consulting

Installation of packages supported by the OS (yum, rpm...)

Software upgrades and version migration of installed components (php, mysql)

Troubleshooting on the existing server configuration

Basic Firewall setup and troubleshooting

Not included:

Installation and configuration of the user's websites, portals.

Installation and configuration of so-called third-party CMS, scripts (wordpress, joomla, etc.)

6. Refund approval process

If you believe that Globalhost should refund part of the funds you have paid, you must submit a request via e-mail to prodaja@global.ba. In the request you must state your invoice number, the domain name, and the times and dates for which your website/server was unavailable. You are required to send the request to Globalhost within 10 working days from the time your website was unavailable. If Globalhost determines that your request is justified, the refund will be approved over 2 billing cycles. Under this SLA agreement, the total amount of the approved refund will not exceed the total price you pay in a given month for the services provided. The refunded amount will not include any taxes charged by Globalhost, and the aforementioned amounts are a refund solely due to a failure in the availability of your websites, for which Globalhost is directly responsible.

This document is issued electronically and is valid without a stamp or signature of an authorized person.