Service Level Agreement
Last Updated: March 2026
This Service Level Agreement ("SLA") outlines the commitment of LordCloud - WEEBPOLL TECHNOLOGIES INDIA PRIVATE LIMITED to deliver exceptional service for the following offerings: Minecraft Servers, VPS Hosting, LordCloud Shield, and LordCloud Services.
1. Uptime Commitment
We commit to maintaining a 99.9% monthly uptime across all SLA-covered services. After recent upstream-related disruptions, all routing and infrastructure have been fully migrated to LordCloud-controlled systems for consistent and predictable stability.
Our goal is to ensure long-term reliability backed by improved monitoring, faster incident response, and complete internal routing control.
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
If we fail to meet the 99.9% uptime commitment, customers are eligible for service extensions or LordCloud Account credits based on the severity of the downtime:
| Downtime Severity | Compensation |
|---|---|
| ≤ 30 Minutes | No compensation. |
| 30–60 Minutes | ₹150 Account Credit. |
| 1–2 Hours | 3-day service extension. |
| 2–6 Hours | 7-day service extension + ₹500 credit. |
| 6–12 Hours | 10-day service extension + ₹750 credit. |
| > 12 Hours | Choice between a 100% Account Credit or a Full Month extension. |
4. Exclusions & Limitations
Compensation will not be provided for downtime caused by:
- ✓Scheduled maintenance (announced at least 24 hours in advance via Discord/Email).
- ✓Customer-related issues (incorrect plugin/mod configuration, script errors, or account suspension for policy violations).
- ✓Third-party software bugs (Minecraft/Paper/VPS Kernel bugs beyond our control).
- ✓DDoS attacks exceeding protected capacity or upstream ISP routing issues.
- ✓Force Majeure events (natural disasters, nationwide internet outages, or government actions).
5. Data Security
We take data integrity on Game Servers seriously. All services include automated offsite backups. Customers are still encouraged to maintain personal copies of their data.
- If your service data becomes corrupted on our Game Server infrastructure, you are eligible for a 100% refund to the original payment method, subject to our Refund Policy.
- Not applicable if the server was suspended or terminated (including for non-payment, abuse, or policy violations).
- 100% Data Recovery Guarantee if you have created an in-panel Backup from the Backup tab prior to the incident.
6. 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.
7. Support Hours & Channels
8. Disclaimer
This SLA represents a service commitment and is not a legally binding contract. All compensations, credits, and extensions are issued at the discretion of LordCloud's management based on fairness and service impact. With upgraded routing, improved monitoring, and complete infrastructure control, LordCloud is committed to delivering reliable, stable performance backed by transparent communication.
By using our services, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.