Service Level Agreement

GMHost guarantees 99.9% annual network and power availability. This guarantee covers the operation of our core switches, edge routers, redundant fiber optic cabling and uninterruptible power supply (UPS) systems with N+1 diesel generator backup.

We understand availability is critical to your operation. That is why we monitor our infrastructure 24/7/365 using redundant systems located in multiple geographic regions to ensure the accuracy of our metrics. Our NOC (Network Operations Center) receives real-time alerts on any latency degradation exceeding 10ms above baseline.

Network metrics: intra-datacenter latency < 1ms, packet loss < 0.1% guaranteed and jitter < 2ms on backbone nodes.

Critical infrastructure: dual power feed (A+B), N+2 precision cooling and multi-homed connectivity (Tier 1 carriers).

If we fail to meet our uptime commitment, you are entitled to claim service credits that will be applied to your next invoice. Compensation is calculated cumulatively per calendar month based on total downtime.

Unlike other providers, GMHost allows credit accumulation if the incident affects multiple services simultaneously within the same network cluster.

• 10% credit: uptime between 99.0% and 99.8% (approximately ~43min downtime/month).

• 25% credit: uptime between 95.0% and 98.9% (approximately ~7h downtime/month).

• 100% credit: uptime below 95.0% (full month credited).

Compensation only applies when GMHost is aware of the incident, either through our own monitoring systems detection or through a support ticket opened by the client. If the client does not report the incident and GMHost does not detect it autonomously, no compensation will be generated.

To guarantee security, stability and cutting-edge performance, we carry out periodic maintenance. These are rigorously classified to minimize impact:

• Scheduled (48h-7d advance notice): firmware updates, network capacity expansions or preventive replacements. Operating window: multi-timezone business hours (Spain and Argentina). Downtime during these windows is excluded from uptime calculation.

• Emergency (no prior notice required): critical interventions to mitigate massive DDoS attacks, zero-day security patches or catastrophic hardware failures. GMHost commits to notify via Status Page within 15 minutes of start.

GMHost's commitment is limited to infrastructure under its direct control. The availability guarantee does not apply in the following scenarios:

• Software and configuration: errors in the client's operating system, misconfigured applications, targeted application-level attacks or unstable custom kernels.

• External attacks: DDoS attacks that by volume or technical complexity exceed the contracted mitigation limits or affect the general stability of the node.

• Administrative actions: service suspension for non-payment, violation of the Acceptable Use Policy (AUP) or legal/judicial requirement.

• External connectivity: failures in transit providers outside GMHost's control, peering issues in intermediate networks or failures in the client's local ISP.

To receive a service credit, the client must strictly follow the technical validation protocol. Requests must be submitted through our ticket system (Billing Department) within a maximum of 7 calendar days after the incident.

Ticket requirements:

1. Service ID and system logs demonstrating the connection error.

2. MTR or Traceroute results performed during the downtime period.

3. Reference to the support ticket opened at the time of the outage.

Credits are applied exclusively as account balance for future billing and are not refundable in cash or transferable to other accounts.

For Dedicated Server and Private Cloud services, we maintain critical spare parts stock on site. We guarantee replacement of any defective component within a maximum of 4 hours.

24/7 stock components: processors (AMD or Intel), ECC memory modules, NVMe Enterprise drives, 10/40/100G network cards and redundant power supplies.

Delay penalty: if replacement exceeds 4 hours from initial diagnosis, GMHost will credit 5% of the monthly service cost for each additional hour of waiting, up to a maximum of 100%.

This SLA is an integral part of our Terms of Service. Last revision: February 2026.