1. Purpose and Scope

This Service Level Agreement (“SLA”) defines the availability, performance, and support standards that Gloman S.A. (“Gloman Cloud”, “we”, “us”, or “our”) commits to provide to its customers (“you”, “your”, “Client”) for all Dedicated Infrastructure Services—physical servers and related network resources provisioned for exclusive customer use.

Infrastructure Location
Services covered under this SLA are hosted primarily at Gloman Cloud’s datacenter facilities in Amsterdam, The Netherlands, operated in partnership with a Tier III-certified provider.
The location ensures redundant power, Tier 1 network connectivity, and direct peering with major European Internet Exchange Points.
Future Gloman Cloud regions may be added under the same terms.

2. Definitions

Dedicated Infrastructure Services: Physical servers, networking, and hardware resources provided exclusively to a single Client, including workloads such as live streaming, encoding, or media delivery.
Downtime: Any continuous unavailability of Gloman Cloud’s network or power exceeding five (5) consecutive minutes, as measured by internal systems.
Service Availability: The percentage of total time during which network and power are operational and accessible in a calendar month.
Scheduled Maintenance: Pre-announced maintenance intended to maintain or improve reliability.
Incident: A disruption that materially impacts service availability or performance.
Credit: A monetary credit applied to a future invoice under this SLA.

3. Availability Commitments

Gloman Cloud guarantees the following monthly service levels at the Amsterdam facility:

Network Uptime: 99.99 %
Power Uptime: 100 %

Availability is measured at the datacenter edge. Scheduled Maintenance and Client-caused outages are excluded.

4. Hardware Replacement Guarantee

In the event of verified hardware failure (CPU, RAM, drive, PSU, NIC, etc.), Gloman Cloud guarantees:

Diagnosis within 30 minutes of confirmation;
Replacement within 2 hours after diagnosis.

Delays beyond this timeframe entitle the Client to service credits as defined in Section 7.

5. Incident Response Targets

Priority	Description	Target Response	Target Resolution
Critical	Complete outage	≤ 1 hour	Priority handling
High	Partial degradation	≤ 3 hours	Same business day
Normal	Information / config request	≤ 6 hours	As agreed

6. Scheduled Maintenance

Maintenance windows are announced ≥ 24 hours in advance via the client portal or email.
Planned maintenance (≤ 4 hours per month) is excluded from uptime calculations.

7. Service Credits

If Gloman Cloud fails to meet uptime or replacement guarantees, the Client may request credits:

SLA Component	Availability	Credit
Network < 99.99 %	0.01–0.5 % downtime	10 % monthly fee credit
Network < 99.5 %	0.5–1 % downtime	25 % monthly fee credit
Hardware > 2 h delay	per extra hour	+ 5 % monthly fee (max 50 %)

Credits are non-cumulative and shall not exceed 100 % of the monthly service fee for the affected service.
Claims must be filed within five (5) business days and include timestamps and logs.

8. Exclusions

This SLA does not apply to downtime resulting from:

Customer misconfiguration or third-party software;
DDoS attacks beyond mitigation capacity: Gloman Cloud provides baseline Layer 3 / Layer 4 DDoS protection (up to its standard capacity). Large-scale, persistent, or Layer 7 (application-level) attacks are excluded unless the Client has purchased an Advanced Mitigation plan;
Internet backbone or ISP issues outside Gloman Cloud’s control;
Force majeure events;
Scheduled Maintenance.

9. Measurement and Verification

Availability is determined solely by Gloman Cloud’s monitoring systems at the Amsterdam facility.
Third-party measurements may be used for reference but are not binding.

10. Limitation of Liability

Service credits constitute the Client’s sole and exclusive remedy for SLA breaches.
Gloman Cloud’s total liability shall not exceed the amount paid for the affected month.

11. Governing Law

This SLA is governed by the laws of Greece and the European Union.
Disputes shall be resolved exclusively by the courts of Athens, Greece.

Primary Infrastructure Location: Amsterdam, The Netherlands Legal Jurisdiction: Athens, Greece

Technical Support & Response Policy

1. Overview

Gloman Cloud provides technical support for Dedicated Infrastructure Services hosted in Amsterdam, The Netherlands.
This policy defines support scope, hours, escalation, and response objectives.

2. Support Coverage

Standard Hours: Mon–Fri 09:00–20:00 EET
Critical Incidents: 24 / 7 response for network or power outages.

3. Support Channels

Client Portal (HostBill) – primary ticket system
Email: support@glomancloud.com
Emergency Hotline: available to dedicated clients for critical incidents

4. Scope of Support

Gloman Cloud supports:

Network connectivity & bandwidth monitoring
Hardware diagnostics & replacement
OS reinstalls / reboots
IPMI / KVM access setup
DDoS mitigation reporting
Basic monitoring

Not covered: application-level debugging, video transcoding, custom software optimization, third-party licensing.

Best-Effort Assistance: For issues outside this scope, Gloman Cloud may at its discretion provide best-effort help. Such support is not guaranteed or covered by SLA credits.

5. Incident Workflow

Ticket submission → automatic acknowledgment.
Diagnosis by engineer.
Resolution or escalation.
Closure with summary.

6. Escalation Path

Level	Role	Action
L1	Support Engineer	Initial triage
L2	Senior Engineer	Complex analysis
L3	Operations Manager	Critical oversight

7. Communication Standards

All support is handled by qualified engineers — never bots or outsourced call centers.
Gloman Cloud maintains a human-first, transparent approach.

8. Client Responsibilities

Clients must maintain updated contacts, secure credentials, and accurate incident details.

Clients are solely responsible for securing and maintaining their operating systems, applications, and software dependencies.
Gloman Cloud ensures infrastructure-level security (power, network, and hardware) but does not monitor, patch, or secure customer software.

9. Post-Incident Review

Critical incidents may be subject to post-mortem analysis upon Client request.

10. Limitation

No financial remedies arise from this Policy; monetary credits are governed by the SLA.

Primary Operations Location: Amsterdam, The Netherlands Governing Law: Greece / EU

Service Level Agreement (SLA)