SLA - Quality Guarantee

Version: 1.0
Effective date: July 2026

Introduction

Globalhost strives to ensure high availability and stability of the services provided through the reseller.ba platform.

This SLA defines the availability level, the method for calculating downtime, applicable exclusions, and potential service compensation.

This SLA applies to active and fully paid services for which an availability guarantee is specified in the relevant product description.

1. Definitions

Availability means the percentage of time during a calendar month in which the service is available, as measured by Globalhost's monitoring systems.

Downtime means an unplanned continuous service interruption lasting longer than 60 seconds and confirmed by Globalhost's monitoring systems.

Scheduled maintenance means maintenance announced in advance for the purpose of maintaining or replacing equipment, applying security updates, or improving the system.

Emergency maintenance means maintenance that must be performed without full prior notice to prevent or resolve a security incident, failure, or other serious risk.

Credit means an amount credited to the user's account for future services and does not automatically constitute a cash refund.

2. Guaranteed Availability Level

For services covered by this SLA, Globalhost guarantees a minimum of 99.9% monthly availability.

Monthly availability is calculated by subtracting recognized downtime from the total time in the relevant month, dividing the result by the total time in that month, and multiplying it by 100.

3. Compensation

If the recognized monthly availability falls below 99.9%, the USER may be entitled to the following compensation:

• 99.9% to 100% availability: no compensation;
• 98.0% to 99.8% availability: 10% of the monthly service fee;
• 95.0% to 97.9% availability: 25% of the monthly service fee;
• 90.0% to 94.9% availability: 50% of the monthly service fee;
• 89.9% availability or less: 100% of the monthly service fee.

Compensation is calculated exclusively on the monthly value of the directly affected service.

For annual or multi-year subscriptions, the basis for calculating compensation is the proportional monthly amount.

Compensation may not exceed the amount paid by the reseller.ba user for the affected service during the relevant month.

4. Relationship with End Customers

This SLA applies between Globalhost and the registered user of the reseller.ba platform.

Compensation is calculated based on the wholesale price paid by the reseller for the affected service.

Globalhost is not responsible for:

• the reseller's retail price;
• the reseller's loss of profit;
• contractual penalties promised by the reseller to its customer;
• refunds or other benefits offered by the reseller outside this SLA;
• claims made by an end customer against the reseller.

The reseller is independently responsible for defining its own SLA applicable to its customers.

5. Events Not Considered Downtime

Downtime does not include service unavailability caused by:

• scheduled maintenance;
• emergency maintenance;
• force majeure events;
• war, civil unrest, sabotage, fire, flood, or strikes;
• power or telecommunications outages outside Globalhost's direct control;
• failures or issues involving third-party providers;
• DDoS attacks or other malicious attacks;
• the activation of protective security measures;
• DNS propagation;
• incorrect DNS records configured by the user;
• domain expiration or suspension;
• issues involving a domain registry or registrar;
• application errors;
• faulty code, a CMS, theme, or plugin;
• overloading caused by the user;
• exceeding the resource limits of the relevant service package;
• non-payment or service expiration;
• suspension due to a violation of the Terms of Service;
• incorrect configuration by the user;
• issues affecting the user's device, network, or internet connection;
• incorrect WHMCS or API integration by the user;
• loss or compromise of the user's access credentials;
• FTP, POP, IMAP, or SMTP issues that do not constitute unavailability of the complete service;
• browser caching, local DNS caching, or caching by an intermediary system.

Application-level unavailability is not considered infrastructure downtime when the server and the underlying service are operating correctly.

6. Maintenance

Where reasonably possible, Globalhost will announce scheduled maintenance through:

• the user control panel;
• e-mail;
• the service status page;
• another appropriate communication channel.

Emergency maintenance may be performed without prior notice when delaying the maintenance would increase the risk to security, data, or infrastructure stability.

7. DDoS and Security Measures

To protect its network, Globalhost may use:

• traffic filtering;
• traffic limitation or rate limiting;
• temporary blocking;
• blackhole or null-route routing;
• service isolation;
• network configuration changes.

If an individual IP address or service is subject to a continuous or intensive DDoS attack, particularly one lasting longer than 36 hours, it may be temporarily removed from global routing until the attack ends or network conditions stabilize.

Unavailability caused by a justified security measure is excluded from the SLA calculation.

8. Backups

The existence of a backup system does not guarantee the availability of every individual backup copy.

The time required to restore data is not considered downtime when the recovery is performed due to:

• user error;
• a compromised application;
• deleted data;
• a failed or incorrect update;
• a user request;
• an event outside Globalhost's control.

The USER is responsible for maintaining independent backups of all important data.

9. Submitting an SLA Claim

A claim must be submitted through an official support ticket no later than 15 days after the end of the month in which the interruption occurred.

The claim must include:

• identification of the affected service;
• the date and approximate time when the interruption began;
• the date and approximate time when the interruption ended;
• a description of the issue;
• available technical evidence.

False, incomplete, or repeated unsupported claims may be rejected.

10. Claim Verification

Globalhost's records and monitoring systems shall be considered authoritative.

Globalhost will verify:

• whether the service was active and fully paid;
• whether the interruption was recorded;
• the cause of the interruption;
• the duration of recognized downtime;
• whether an exclusion applies;
• the amount of any applicable compensation.

Measurements from external monitoring services may be considered supporting evidence, but do not by themselves constitute final confirmation of downtime.

11. Method of Granting Compensation

Approved compensation will be credited to the user's account and may be used for future orders or service renewals.

An SLA credit:

• is not transferable without approval;
• may not exceed the monthly value of the affected service;
• does not include domains, licences, taxes, or third-party fees;
• is generally not payable in cash;
• may not be awarded more than once for the same event.

12. Limitation of Liability

The SLA credit constitutes the sole compensation for service unavailability covered by this document, unless otherwise required by mandatory applicable law.

Globalhost is not liable for indirect damages, loss of profit, loss of business opportunity, reputational damage, data for which no backup exists, or claims made by the reseller's end customers.

13. Amendments to the SLA

Globalhost reserves the right to amend this SLA.

The updated version will be published on the reseller.ba platform. Amendments will apply from the effective date specified in the published version.

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