Service Level Agreement
Effective Date: March 21, 2026
This Service Level Agreement ("SLA") applies to the Managed Websites and web hosting services provided by Worldisthelimit (Business ID: 3555278-8) and its subsidiary VGNCloud.com.
99%
Uptime
4h
Critical Response
50%
Max Credit
Uptime Guarantee
We guarantee a network and server uptime for our web hosting services in any given calendar month.
99.0%
Guaranteed Uptime
Support Response Time
Critical Issues
4 hours
Server or website downtime
Standard Support
24 hours
General inquiries and requests
SLA Credits
If we fail to meet the 99.0% uptime guarantee in a calendar month, you are eligible to request a service credit to your account based on the following scale:
95.0% – 98.99% Uptime
Minor disruption
credit
90.0% – 94.99% Uptime
Moderate disruption
credit
Below 90.0% Uptime
Major disruption
credit
Credit percentage is applied to the monthly fee.
Exclusions
The uptime guarantee and SLA credits do not apply to downtime or performance issues caused by:
- Scheduled maintenance (with prior notice provided to clients).
- Force majeure events (e.g., natural disasters, severe weather, widespread internet outages).
- Actions or errors made by the client (e.g., faulty custom code, misconfigurations, deleted files).
- Account suspensions due to non-payment or violations of our Terms of Service.
- Third-party software or plugins installed by the client.
How to Claim Credits
To receive an SLA credit, you must submit a support ticket or contact us from your registered email address within seven (7) days of the documented downtime incident.
- The credit will be applied to your next billing cycle.
- Credits cannot exceed 50% of the monthly fee.
- Credits are not refundable as cash.
Contact Information
If you have any questions regarding this SLA, please contact us at:
Company
Worldisthelimit (3555278-8)