Service Level Agreement

At GlobexCamHost, we recognize the significance of network availability for our valued customers. To ensure exceptional performance and uptime, we have implemented a Service Level Agreement (SLA). This SLA outlines our commitments to deliver optimal service to our customers.

Network Uptime Guarantee

GlobexCamHost is committed to providing reliable network availability to our customers. We guarantee a minimum of 99.9% uptime in a given month, excluding scheduled maintenance. In the event that our network availability falls short of this guarantee, we offer credits on a case-by-case basis, not exceeding 50% of the client's base monthly fee. Network uptime covers all network infrastructure, such as routers and switches, but excludes services or software on the client's server. To qualify for credits, network downtime must be confirmed by our monitoring services and reported through our Trouble Ticket System.

Power Availability Guarantee

GlobexCamHost is committed to ensuring uninterrupted electricity for our clients. We guarantee 100% power availability in a given month. In the rare event that uninterrupted electricity is not met, we offer credits on a case-by-case basis, not exceeding 50% of the client's base monthly fee. Power availability covers power supply from UPSs to each individual rack. However, it does not include power supplies on individual servers.

Exceptions

  • Delinquent customers.
  • Scheduled maintenance.
  • Any networks or network equipment not owned or controlled by GlobexCamHost.
  • Customers in breach of GlobexCamHost's Terms and Conditions and Acceptable Use Policy.
  • DNS (Domain Name Server) issues outside the direct control of GlobexCamHost.
  • Customers which run IRC/IRCd.
  • Hardware failures. GlobexCamHost stongly recommends the purchase of an additional harddrive or server for backups. All backups are the responsibility of the customer.
  • Interruption of service caused by clients, their employees, customers, etc, including but not limited to over-utilization and misconfiguration.

Credits

To be eligible for credit, clients must submit a trouble ticket within seven (7) days of the outage, including the date and approximate time of the incident. Once GlobexCamHost confirms the outage, a credit will be applied within seven (7) business days.