Service Level Agreement (SLA)
Our commitment to uptime, support responsiveness, and infrastructure reliability at GlobeTier.
1. Scope and Definitions
This Service Level Agreement (“SLA”) defines the availability and support targets for services provided by GlobeTier Infrastructure Solutions (“GlobeTier”). This SLA is an integral part of our Terms of Service.
Included Services: Web hosting, Reseller hosting, VPS/VDS, Dedicated Servers, and other infrastructure services hosted on the GlobeTier network. Domain registrations, SSL certificates, and third-party SaaS tools are governed by their respective providers and are excluded from core uptime guarantees.
Email Services: As stated in our Terms of Service, GlobeTier does not provide a 100% uptime or delivery guarantee for email servers. Email-related latencies are excluded from the primary SLA availability calculations.
2. Uptime Guarantee
GlobeTier targets a monthly network and server availability of 99.5%. Uptime is calculated as the total minutes in a month minus verified downtime, divided by the total minutes in that month.
Downtime is defined as the period during which a service (Web, FTP, or Control Panel) is unreachable due to a verified issue within the GlobeTier network. Interruptions shorter than 15 minutes or those caused by client-side configurations are not counted as downtime.
If availability falls below the 99.5% target, clients may request a service credit for their next billing cycle. Credits are applied as a percentage of the monthly fee and cannot exceed the total monthly cost of the affected service.
3. Support Response Targets
We aim for the following initial response times for support tickets submitted via the Client Portal. These are targets and may vary based on ticket volume:
| Priority Level | Target Response Time |
|---|---|
| Critical (Total service outage) | Within 4 Hours |
| High (Major functional issues) | Within 8 Hours |
| Normal/Low (General inquiries) | Within 24 Hours |
"Working hours" refer to GlobeTier's standard operational hours. Response times may be extended during weekends and public holidays.
4. Scheduled Maintenance
GlobeTier performs periodic scheduled maintenance to ensure security and performance. Such events are typically performed during off-peak hours and are announced at least 48 hours in advance via email or the status page. Downtime during scheduled maintenance is excluded from SLA uptime calculations.
5. SLA Exclusions
The following conditions are not eligible for SLA credits or uptime compensation:
- Scheduled Maintenance: Announced maintenance windows.
- Client-Side Issues: Configuration errors, script/application bugs, or resource abuse leading to account suspension.
- Force Majeure: Natural disasters, war, pandemics, or massive DDoS attacks exceeding standard mitigation.
- External Factors: DNS propagation, ISP failures, or outages caused by upstream data center providers.
- Account Status: Services suspended due to unpaid invoices or violations of the Acceptable Use Policy.
6. Limitation of Liability
This SLA provides a framework for service credits and does not extend GlobeTier’s legal liability beyond the Terms of Service. We do not provide cash refunds for downtime; compensation is limited to service credits only.
For inquiries regarding service performance or to claim a credit, please contact support@globetier.com within 7 days of the incident.