GBS | Cloud SLA Policies
Last Updated: 14th July, 2025
1. Hardware Replacement Service Level Agreement – Dedicated Services Only
GBS Technology Co. guarantees that in the event of a cloud dedicated server hardware failure, the faulty hardware will be replaced, in most cases, within 30 Minutes of identifying the problem. In the event that this guarantee is not met, GBS Technology Co. will communicate with the provider and shall get issued a credit of additional downtime recorded by service monitoring logs. The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.
2. Network Uptime Service Level Agreement – For all Services
GBS Technology Co. guarantees network uptime to be 100%. This guarantee assures that all major routing devices within the hosting provider network are reachable from the global internet 100% of the time.
Network SLA Exclusions:
Many possible situations are completely beyond the control of GBS Technology Co., and therefore are not in the scope of this SLA. These situations include:
- Scheduled Network Maintenance – occasionally network maintenance will be required. GBS Technology Co. will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail address we have on records. Scheduled maintenance periods are not eligible for SLA credits.
- Hardware Maintenance – on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. GBS Technology Co. will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards network SLA.
- Software Maintenance – an important part of managing a Dedicated Server is keeping the software up to date. If you choose to have GBS Technology Co. manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
- Malicious Attacks – if a third party not associated with GBS Technology Co. initiates a “Denial of Service” or other form of disabling attack against your Dedicated Server or major portions of our network, GBS Technology Co. will do everything in its power to stop the attack but cannot guarantee a resolution time.
- Legal Actions – In the case that a legal action is taken against a customer of GBS Technology Co. and GBS Technology Co. is required to act in accordance with the order, GBS Technology Co. shall not be responsible for any SLA damages.
- cPanel Issues – if you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on your server. GBS Technology Co. will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy – For all Services
In the event that GBS Technology Co. does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime reported by service monitoring logs. If GBS Technology Co. is or is not directly responsible for causing the downtime, the customer will receive a credit for the actual amount of downtime.
All requests for compensation must be received within 5 business days from the incident. GBS will forward these requests to the hosting provider for further review and approval. Compensation claims shall be settled only if the hosting provider approves the claims. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of GBS Terms of Service or if the account is in default of payment.
3. Response Time SLA’s – For all Services
GBS fully-managed and core-managed customers are covered by three types of initial response time guarantees:
- LiveChat Initial Response Time Guarantee (5 Minutes)
- The Help Desk Initial Response Time Guarantee (59 Minutes) – For all Services
4. Compensation
All requests for compensation must be received within 5 business days of the incident in question. GBS will forward these requests to the hosting provider for further review and approval. Compensation claims shall be settled only if the hosting provider approves the claims. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of GBS Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. For example: if a network outage SLA event and another SLA event happen simultaneously. SLA compensation will only be given for one of the events.
GBS utilizes some third-party services to provide responses to customers. These include, but are not limited to, our Live Chat system. If a third-party system’s failure prevents GBS from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.