Service Level Agreement (SLA)

This SLA outlines VNAV Cloud's commitments to hosting clients on vnav.cloud.

1. Introduction

This Service Level Agreement ("SLA") outlines the service commitments of VNAV Cloud ("Provider") to its customers ("Client") with respect to the hosting services provided via vnav.cloud.

Our mission: “Smooth Hosting From Takeoff to Landing.” VNAV Cloud is committed to delivering reliable and secure hosting for all customers – from simple WordPress sites to mission-critical applications.

2. Services

  • Website hosting (including WordPress)
  • Application hosting
  • Game and Minecraft servers
  • Premium hosting with guaranteed uptime

The Client selects a service plan as described on vnav.cloud.

3. Availability & Uptime

Standard Hosting Plans

99.9% uptime per calendar month.

Premium Hosting Plans

100% uptime per calendar month.

Availability is measured via an independent external monitoring system. Current and historical service status can be viewed at status.vnav.cloud.

3.1 Exclusions

The uptime guarantee does not apply in the following cases:

  • Scheduled maintenance (announced on status.vnav.cloud).
  • Outages caused by factors outside VNAV Cloud’s reasonable control, including but not limited to:
    • Client-side software errors or misconfiguration
    • Network issues outside VNAV Cloud’s infrastructure
    • Large-scale DDoS attacks beyond mitigation capacity
    • Force majeure events

4. Maintenance

  • Scheduled maintenance announced at least 24 hours in advance.
  • Emergency maintenance may be carried out without prior notice when required to ensure security or platform stability.

5. Security

  • Free SSL certificates
  • DDoS protection
  • Regular security updates
  • Periodic backups

The Client remains responsible for securing their own applications, data, and credentials.

6. Scalability

Thanks to VNAV Cloud’s cloud infrastructure, resources can be scaled seamlessly, from 1GB RAM up to 64GB+, depending on the Client’s needs.

7. SLA Credits & Compensation

Standard Plan (99.9% SLA)

Measured Uptime (monthly) Credit
99.0% – 99.89% 10% credit of monthly fee
95.0% – 98.99% 25% credit of monthly fee
< 95.0% 50% credit of monthly fee

Premium Plan (100% SLA)

Any downtime → 5% credit per hour of downtime (up to 100% of the monthly fee).

Service Credits or financial compensation are only issued upon written request from the Client, submitted within 30 days following the incident period.

8. Support

  • Email & ticket system: 24/7
  • Average response time: within 4 hours
  • Emergency cases: best effort, immediate response

9. Liability

  • VNAV Cloud is liable only for direct damages caused by negligence, limited to the monthly fee of the affected service.
  • VNAV Cloud shall not be held liable for indirect damages such as lost profits, data loss, or consequential damages.

10. SLA Changes

VNAV Cloud reserves the right to modify this SLA. Any changes will be announced at least 30 days in advance via vnav.cloud and/or by email.

11. Final Provisions

This SLA is an addition to VNAV Cloud’s General Terms and Conditions. In case of conflict, the terms of this SLA take precedence.

⚡ With VNAV Cloud, your project remains safe, fast, and always in the air.