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The primary goal of Globalhost is the uninterrupted operation of our servers, thereby achieving 100% continuous availability of your websites. Should Globalhost fail to provide the services it guarantees, an appropriate amount will be refunded to your account. We outline 4 points of guarantee, according to which Globalhost commits to providing quality services.
This Web Site Availability Service Level Agreement (SLA Agreement) applies to you ("client") if you have ordered any of the following Globalhost services ("services") and if your customer account with Globalhost is current (i.e., not expired): web hosting packages (Start Hosting, Mini Hosting, Midi Hosting, Unlimited Hosting, Reseller 1, Reseller 2, Reseller 3, Dedicated 1, Dedicated 2, Dedicated 3, Start VPS, Mini VPS, Midi VPS, Maxi VPS).
The term "Website Availability" refers to the percentage of a single month (based on a 24-hour day and the number of days in the relevant month) in which the content of the client's Websites is available for access by third parties via HTTP and HTTPS, according to Globalhost's measurements.
If the service leased from us is not 100% available, Globalhost will approve a refund of your funds, according to the following limits:
Website Availability / Percentage of 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%
Globalhost will not bear any responsibility, and thus a refund of your funds will not be approved, if website unavailability, or any other issues on it, is caused by any of the following reasons:
a. Due to circumstances beyond Globalhost's control, such as: decisions of government bodies, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption or stoppage of transport, unavailability or interruption as well as a stoppage in telecommunications or services provided by a third party, virus or hacker attacks, software failure (including e-commerce software, payment channels, chat, statistical or free scripts) or the inability to obtain raw materials, supplies, or energy used for the implementation of this SLA Agreement, and the necessary equipment for it.
b. Due to a failure in the circuits accessing the Globalhost network, except if such failure is caused solely by Globalhost.
c. Due to announced maintenance, emergency maintenance, and upgrades.
d. Due to DNS issues that are beyond the direct control of Globalhost.
e. Due to problems in FTP, POP, or SMTP user access.
f. Due to false SLA breach claims reported as a result of malfunctions or errors of any Globalhost measuring system.
g. Due to actions or omissions of the client (actions or omissions of others 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 misuse of services - which violates the Terms of Use of Globalhost services.
h. Due to the delivery or transmission of email, or webmail.
i. Due to the propagation of DNS (Domain Name Server) servers; j. due to failures elsewhere on the Internet, which prevent access to your account.
Globalhost is not responsible for cases of wrong browser caching or DNS caching, which can cause an apparent unavailability of Websites, even though the sites are still accessible to others at the same time.
Globalhost guarantees only for those areas considered to be under the control of Globalhost.
GLOBALHOST d.o.o. 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, without additional charges to the USER.
4.1. - DDoS protection is implemented at both the network and transit levels and includes automatic detection, filtering, and mitigation of malicious network traffic.
4.2. - GLOBALHOST d.o.o. network infrastructure supports mitigation of L3/L4 DDoS attacks with capacities of up to 6 Tbps, depending on the type, distribution, and characteristics of the attack.
4.3. - Protection includes mitigation of volumetric and protocol-based attacks, including but not limited to:
- UDP flood
- TCP SYN flood
- ACK flood
- ICMP flood
- amplification/reflection attacks
- other network and transport-layer attacks intended to congest network infrastructure.
4.4. - In the event of a continuous DDoS attack targeting a specific IP address or USER service for a period longer than 36 hours, GLOBALHOST d.o.o. reserves the right to temporarily apply global blackhole/null-route protection in order to preserve network stability and protect other users of the infrastructure.
4.5. - During the application of blackhole/null-route protection, the affected IP address may become temporarily inaccessible from the Internet until the attack ceases or network conditions stabilize.
4.6. - GLOBALHOST d.o.o. 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.
Fully managed service includes:
24/7 monitoring of desired ports
Server load monitoring
Resolution of server network issues
Detection and removal of hardware problems if deemed necessary
Installation, configuration, and consulting in the operation of supported control panels (e.g., cPanel)
Configuration of Backups
Security analyses and consulting
Installation of supported OS packages (yum, rpm...)
Software upgrades and migration of versions of installed components (php, mysql)
Resolution of issues with the existing server configuration
Basic Firewall setup and troubleshooting
Not included:
Installation and configuration of users' websites, portals.
Installation and configuration of so-called third-party CMS, scripts (wordpress, joomla, etc.)
If you believe that Globalhost should refund a portion of the funds you have paid, you must submit a request via email to prodaja@global.ba. In the request, you must necessarily include your account number, domain name, and the time and dates for which your website/server was unavailable. You are required to send the request to Globalhost within 10 business days, from the time your website was unavailable. If Globalhost determines the legitimacy of your request, the approval of the refund will be made in 2 billing cycles. According to this SLA agreement, the total amount of the approved refund will not exceed the total price you pay in a given month for the provided services. The refunded amount will not include any taxes charged by Globalhost, and the aforementioned amounts are a refund exclusively 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 the responsible person.
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