VGNCloud
Service Level Agreement (SLA)
Last Updated: January 18, 2026
This Service Level Agreement ("SLA") governs the performance and availability of the services provided by VGNCloud (Worldisthelimit). We are committed to providing a high-performance hosting environment, and this document outlines our uptime guarantee and the compensation provided should we fail to meet these standards.
1. 99.0% Uptime Guarantee
VGNCloud guarantees that your game server or web hosting service will be available and reachable from the internet 99.0% of the time in any given calendar month.
2. Service Credits
If the monthly uptime falls below our 99.0% guarantee, customers are eligible to request Service Credits. These credits are applied to your VGNCloud account balance and can be used for future invoices.
| Monthly Uptime Percentage | Credit Amount |
|---|---|
| 98.0% – 98.9% | 10% of monthly fee |
| 95.0% – 97.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
3. SLA Credit Claim Process
To receive a credit, the customer must open a support ticket via our portal within seven (7) days of the end of the month in which the downtime occurred. The ticket must include:
- Service ID / Plan name
- Date and approximate time of the downtime
- Any relevant logs or error messages
4. Exclusions
Downtime caused by the following events shall not be eligible for SLA credits:
- Scheduled Maintenance: Maintenance notified at least 2 hours in advance.
- DDoS Attacks: Service interruptions caused by large-scale network attacks.
- User Error: Misconfigurations, corrupted files, or resource abuse caused by the customer.
- Third-Party Software: Issues arising from mods, plugins, or custom scripts installed by the user.
- Force Majeure: Events beyond our reasonable control (e.g., fiber cuts, national power outages).
5. Maximum Credit
The total amount of credits issued in any billing month shall not exceed 50% of the monthly recurring fee for the affected service. Credits have no cash value and are non-transferable.