Service Level Agreement

This Service Level Agreement ("SLA") applies to all paid hosting services provided by Global Servers, including Virtual Private Server (VPS) hosting, dedicated server hosting, and cloud hosting plans. This SLA covers network availability and server uptime as measured from Global Servers' monitoring infrastructure; it does not extend to the performance or availability of customer-installed software, applications, or databases.

This SLA applies only to customers with active, paid subscriptions to eligible Global Servers products. Free trials, promotional accounts, and beta service participants are not covered by this SLA unless explicitly stated in their respective service agreements. Customers who are past due on any invoice are not eligible to accrue or redeem service credits until all outstanding balances have been settled.

This SLA does not create any third-party beneficiary rights and applies solely to the direct relationship between Global Servers and its customers. Where a customer purchases hosting services on behalf of a third-party end user, the customer remains the party of record for all SLA purposes.

Global Servers commits to maintaining a Monthly Uptime Percentage of 99.99% for all VPS hosting plans and 99.9% for all dedicated server plans, calculated on a calendar-month basis. Uptime is measured continuously using Global Servers' internal monitoring systems, which conduct checks from multiple geographic locations at frequent intervals. Our network operations center (NOC) monitors all infrastructure 24 hours a day, 7 days a week, 365 days a year.

Global Servers' uptime commitment covers both network availability and the hypervisor or physical host layer powering customer servers. Our monitoring probes each service from no fewer than three independent vantage points; a service is deemed unavailable only when a majority of probes fail to reach it within the measurement interval.

For new customers, the uptime commitment takes effect from the first full calendar month following service activation. During the partial month of activation, Global Servers will make commercially reasonable efforts to maintain the committed uptime levels, but no service credits are available for that partial initial period.

In the event of a discrepancy between third-party monitoring tools and Global Servers' internal data, Global Servers' internal monitoring data is the authoritative source for SLA credit determinations.

Monthly Uptime Percentage is measured over the full calendar month, from 00:00:00 UTC on the first day to 23:59:59 UTC on the last day. The following are excluded from Downtime calculations:

1. Scheduled Maintenance windows announced at least 24 hours in advance
2. Service interruptions caused by customer actions, misconfigurations, or customer-installed software
3. Force majeure events as defined in this SLA
4. Interruptions caused by third-party services outside Global Servers' control
5. Issues resulting from DDoS attacks that exceed the capacity of our mitigation systems

For reference: a 99.99% commitment allows no more than ~4.38 minutes of Downtime per month; a 99.9% commitment allows no more than ~43.8 minutes per month.

In the event that the Monthly Uptime Percentage falls below the committed level, customers are entitled to service credits according to the following schedule. Only one credit tier applies per calendar month per service.

Service credits are the sole financial remedy available for SLA violations and are not redeemable for cash under any circumstances. Credits are applied to the account automatically for verified SLA violations identified through Global Servers' internal monitoring.

To request a service credit, customers must submit a support ticket within 30 calendar days of the end of the month in which the SLA violation occurred. The credit request must include:

• The affected service ID or hostname
• The dates and times of the outage
• A description of how the outage was observed
• Any relevant logs or error messages

Global Servers will review the request against its internal monitoring data and respond within 5 business days. Approved credits will be applied to the customer's next invoice as a line-item credit and cannot be transferred between accounts or converted to cash. When submitting a credit request, reference the incident number posted to the Global Servers status page, if one was assigned, to expedite the review process.

The following events and circumstances are excluded from this SLA and do not constitute Downtime for the purpose of service credit calculations:

1. Scheduled Maintenance windows with at least 24 hours' advance notice
2. Emergency maintenance required to address critical security vulnerabilities
3. Outages caused directly or indirectly by customer actions, misconfigurations, or resource exhaustion
4. Force majeure events including natural disasters, power grid failures, acts of war, or government actions
5. Failures attributable to third-party services, software, or hardware not under Global Servers' direct control
6. DDoS attacks exceeding the rated capacity of Global Servers' mitigation infrastructure
7. Issues originating from the customer's own internet service provider or last-mile connectivity

This SLA also does not cover service degradation resulting from the customer exceeding their plan's resource limits. Suspension of services due to AUP violations or non-payment does not constitute Downtime.

Global Servers guarantees 99.99% monthly availability for its core network infrastructure, including all uplink ports, BGP routing, and transit connections. All server plans include connection to our redundant 10 Gbps uplink network with BGP routing across multiple upstream providers to ensure path diversity and resilience.

DDoS mitigation is included on all hosting plans at no additional charge, providing protection against common volumetric, protocol, and application-layer attacks. Our network is designed with no single point of failure at the core layer. Transit diversity is maintained through peering arrangements with a minimum of three Tier-1 internet carriers at each data center facility.

Post-incident reports are published on the Global Servers status page within 72 hours of resolution for any incident that caused 30 or more consecutive minutes of Downtime, including a root-cause analysis, timeline, and description of corrective actions taken.

Global Servers commits to the following target response times for support requests based on priority level:

Global Servers provides 24/7/365 technical support for Critical and High priority issues. Response time targets represent the time until a qualified support engineer acknowledges the ticket and begins investigation — not a guarantee of resolution time. All support requests should be submitted through the Customer Portal.

Service credits as described in this SLA constitute the sole and exclusive remedy available to customers for SLA violations. Global Servers shall not be liable for any indirect, consequential, incidental, or punitive damages arising from service unavailability. The maximum credit applicable to any single incident shall not exceed 50% of the customer's monthly fee. Cumulative service credits in any calendar year shall not exceed 100% of the customer's total annual fee for the affected service.

Nothing in this SLA limits either party's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded or limited by applicable law.

Customers who wish to dispute a credit determination may escalate their case in writing within 15 calendar days of receiving Global Servers' credit decision. Global Servers will provide a final written determination within 10 business days.

This SLA is effective as of January 1, 2025 and supersedes all prior SLA versions. Global Servers reserves the right to modify this SLA at any time with at least 30 days' written notice, delivered via email and posted to the Global Servers website. Continued use of Global Servers' services following the effective date of any modification constitutes acceptance of the revised SLA.

The most current version of this SLA is always available at gvoservers.com/service-level-agreement/. This SLA is governed by the laws of the State of Delaware, United States. Any disputes arising under this SLA shall be subject to the exclusive jurisdiction and venue provisions set forth in Global Servers' Terms of Service.