Service Level Agreement (SLA)

1. Uptime Guarantee

Vgarde guarantees 99.9% network uptime on a monthly basis for all paid services. This applies to our core infrastructure including network connectivity, power and hardware availability.

2. What is Covered

• Network connectivity to and from our servers
• Physical server hardware (CPU, RAM, storage)
• Power supply and cooling infrastructure
• DDoS mitigation services

3. What is Not Covered

• Scheduled maintenance (announced at least 48 hours in advance)
• Issues caused by customer software, configurations or actions
• Third-party service outages (DNS providers, game networks, etc.)
• Force majeure events (natural disasters, government actions, etc.)
• DDoS attacks exceeding our mitigation capacity
• Free or trial services

4. Uptime Calculation

Monthly uptime is calculated as:

Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

Downtime is measured from the moment an issue is confirmed by our monitoring systems until service is restored.

5. Service Credits

Monthly Uptime	Service Credit
99.0% – 99.9%	10% of monthly fee
95.0% – 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

6. How to Claim

To request a service credit:

• Submit a support ticket within 7 days of the incident
• Include the affected service, date/time of the outage and impact description
• Credits are applied to your next invoice and are non-refundable as cash

7. Maximum Credit

Service credits for any single billing period shall not exceed 50% of the monthly fee for the affected service. Credits do not carry over between months.

8. Support Response Times

Priority	Description	Response Time
Critical	Service completely down	Within 1 hour
High	Major feature impacted	Within 4 hours
Normal	General issues	Within 12 hours
Low	Questions, feature requests	Within 24 hours

9. Contact

For SLA-related claims or questions, contact us at support@vgarde.com or via our contact page.