Service Level Agreement
Last Updated: September 2026
This Service Level Agreement ("SLA") outlines the commitment of LordCloud - WEEBPOLL TECHNOLOGIES INDIA PRIVATE LIMITED to deliver exceptional service for the following offerings: VPS Hosting, LordCloud Shield, and LordCloud Services.
Game server hosting is not covered by this SLA. Minecraft, Rust, Hytale, Discord bot hosting, and all other game services are provided on a best-effort basis and carry no uptime guarantee. Limited terms apply to them only where an outage exceeds 72 hours — see Section 3.
1. Uptime Commitment
We commit to maintaining a 99.9% monthly uptime for VPS Hosting, LordCloud Shield, and LordCloud Services. After recent upstream-related disruptions, all routing and infrastructure have been fully migrated to LordCloud-controlled systems for consistent and predictable stability.
Game servers are excluded from this 99.9% commitment. We work hard to keep them online and apply the same monitoring and incident response, but no uptime percentage is guaranteed for game hosting.
Our goal is to ensure long-term reliability backed by improved monitoring, faster incident response, and complete internal routing control.
Uptime is calculated per service, per calendar month, using LordCloud's own monitoring records, which are the authoritative source for all SLA calculations. “Downtime” means a complete, verified failure of the service to respond on our network. Latency, packet loss, in-game lag, reduced performance, and issues affecting only certain users or specific ISPs are not counted as downtime.
2. Support & Response Times
Critical Issues
Response within 30 minutes via Phone or WhatsApp Hotline. (Service Down / Major Impact)
Non-Critical Issues
Response within 6 hours via Discord Ticket. (Performance Issues, Panel Errors)
General Inquiries
Response within 24 hours via Email or Ticket Portal.
During major incidents, customers will receive live updates, ETA for fix, and post-incident summaries for complete transparency.
3. Compensation Policy
The table below applies to VPS Hosting, LordCloud Shield, and LordCloud Services only. A 99.9% monthly uptime commitment allows for approximately 43 minutes of downtime in a 30-day month. If we exceed that allowance, you become eligible for LordCloud Account credits calculated as a percentage of the monthly fee for the affected service:
| Total Downtime in the Calendar Month | Compensation |
|---|---|
| Up to 43 Minutes | Within the 99.9% commitment. No compensation. |
| 43 Minutes – 2 Hours | 10% of the monthly fee as Account Credit. |
| 2 – 6 Hours | 25% of the monthly fee as Account Credit. |
| 6 – 12 Hours | 50% of the monthly fee as Account Credit. |
| More than 12 Hours | 100% of the monthly fee — as Account Credit or a full month service extension, your choice. |
How Compensation Is Claimed & Limited
- Credits and extensions are not issued automatically. You must open a ticket requesting SLA compensation within 7 days of the incident, quoting the affected service ID and the downtime window. Claims raised after 7 days are treated as waived.
- Downtime is measured cumulatively across the calendar month for each affected service, not per incident. Several short outages are added together and assessed against the single table above.
- Total compensation in any single calendar month cannot exceed 100% of the monthly fee paid for the affected service, no matter how many incidents occur.
- For services billed quarterly, annually, or for a longer term, the “monthly fee” means the total amount paid divided by the number of months in that billing term.
- Compensation applies only to the specific service that was down — not to your whole account, other services, or add-ons.
- Account credits hold no cash value, are non-transferable and non-refundable, may only be redeemed against LordCloud services, and expire 12 months after they are issued.
- Your account must be in good standing — no overdue invoices, no active suspension, and no breach of our Terms of Service — both at the time of the incident and at the time of the claim.
- Free, trial, promotional, beta, and internal test services are not eligible for compensation.
- SLA credits and extensions are the sole and exclusive remedy available for downtime or degraded performance.
Game Servers — 72-Hour Threshold
Game server hosting — including Minecraft, Rust, Hytale, Discord bot hosting, and every other game service — is not covered by the uptime commitment or the compensation table above. The following terms apply instead:
- No credits, refunds, or service extensions are issued for game server downtime of 72 hours or less, however that downtime is distributed across the month.
- Compensation becomes available only where a game server is down for more than 72 continuous hours. In that case the remedy is a service extension equal to the confirmed period of downtime.
- Account credits and cash refunds are not offered for game server downtime. A service extension is the only remedy available.
- The claim must still be raised by ticket within 7 days, and every exclusion in Sections 4 and 5 — maintenance, customer-side issues, resource overuse, third-party bugs, DDoS, and force majeure — applies to game servers in full.
4. Exclusions & Limitations
Compensation will not be provided for downtime caused by:
- ✓Scheduled and emergency maintenance, on the terms set out in Section 5.
- ✓Customer-related issues (incorrect plugin/mod or panel configuration, custom scripts, corrupt world files, or self-inflicted changes such as wrong firewall rules or deleted data).
- ✓Resource overuse — exceeding the RAM, CPU, disk, I/O, or bandwidth limits of your plan, or any activity that destabilises shared infrastructure.
- ✓Third-party software bugs (Minecraft/Paper/VPS kernel bugs, panel or OS vendor defects beyond our control).
- ✓DDoS attacks exceeding protected capacity, attacks invited by the customer's own activity, or upstream ISP and datacenter routing issues.
- ✓Connectivity outside our network (your ISP, home network, VPN, local peering, or last-mile routing).
- ✓Suspension or termination for non-payment, expiry, chargebacks, abuse reports, or breach of our Terms of Service and Acceptable Use Policy.
- ✓Force Majeure events (natural disasters, fire, power grid failure, nationwide internet outages, or government actions).
5. Scheduled Maintenance & SLA Exclusions
Scheduled maintenance, upgrades, hardware replacements, migrations, infrastructure changes, and other planned service interruptions do not count toward SLA uptime calculations where reasonable advance notice has been provided to customers.
- Advance notice. We aim to announce planned maintenance at least 24 hours in advance via Discord announcements and/or email. Short-duration maintenance performed with prior notice remains excluded from SLA calculations.
- 24-hour exclusion window. A planned maintenance event is excluded from SLA uptime for a maximum of 24 consecutive hours. If the event continues beyond that, only the downtime exceeding the initial 24-hour window is included in the SLA uptime calculation and may qualify for the remedies in Section 3.
- Emergency maintenance. Urgent work needed to protect the security, data integrity, or stability of our infrastructure — security patches, failing hardware, active attacks, or work mandated by an upstream provider or datacenter — may be carried out with little or no notice. We will inform customers as soon as it is practical to do so, and such work is excluded on the same 24-hour basis.
- Unscheduled interruptions. Unscheduled, unannounced, or unexpected service interruptions are not considered scheduled maintenance and will count toward the applicable SLA uptime calculation.
- Maintenance windows. Wherever possible, planned work is scheduled during low-traffic hours (typically 01:00–06:00 IST) to keep customer impact to a minimum.
Notice is treated as delivered once it is posted in our Discord announcements channel or sent to the email address registered on your account. Keeping a valid email address on file and following our announcement channels is the customer's responsibility.
6. Data Security
We take data integrity seriously across every service we run. Automated offsite backups are included as a convenience, and customers remain responsible for keeping their own copies of anything important.
- If your data becomes corrupted through a verified fault on our infrastructure, we will restore it from the most recent backup available to us. Where the data cannot be recovered, the remedy is a service extension of up to one month on the affected service.
- Cash refunds are not offered for data loss or corruption, on game servers or any other service. A service extension is the only remedy, consistent with Section 3.
- If you created an in-panel Backup from the Backup tab before the incident, we will restore from it, provided that backup is intact and still within its retention period.
- Not applicable where the server was suspended or terminated (including for non-payment, abuse, or policy violations), or where the loss follows from customer action, configuration, plugins, or mods.
7. Monitoring & Reporting
All services are monitored in real-time using internal and external tools. Outage notifications, incident updates, and maintenance alerts are shared transparently via Discord announcements and Email notifications. Clients are encouraged to follow these channels for the latest service updates.
8. Support Hours & Channels
9. Disclaimer
This SLA forms part of your agreement with LordCloud and applies alongside our Terms of Service. The credits and extensions set out in Section 3 are the only remedies available for downtime or degraded performance. Any goodwill gesture offered beyond them remains entirely at the discretion of LordCloud's management, is judged case by case on fairness and service impact, and sets no precedent for future incidents. With upgraded routing, improved monitoring, and complete infrastructure control, LordCloud is committed to delivering reliable, stable performance backed by transparent communication.
- This version of the SLA takes effect on 6 September 2026 and applies to incidents occurring on or after that date. Claims relating to earlier incidents are assessed under the version of this SLA that was published at the time of the incident.
- This SLA covers only active, fully paid services on accounts in good standing, and applies from the date a service is provisioned.
- We may update this SLA at any time. The version published on this page is the version in force, and continued use of our services after an update constitutes acceptance of it.
- Where this SLA conflicts with our Terms of Service, Refund Policy, or Billing Policy, those documents take precedence.
- Nothing in this SLA creates liability for indirect, incidental, or consequential losses — including lost revenue, lost players, or loss of data — beyond the limits stated in our Terms of Service.
- This SLA is governed by Indian law, with jurisdiction in Bilaspur, Chhattisgarh.
By using our services, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.