This document precisely defines the levels of technical responsibility between Wingnode hosting provider and the end user. The purpose of this document is to ensure transparency and efficiency by distinguishing infrastructure management from application software administration.
1. Scope of Primary Support (Infrastructure Level)
Wingnode guarantees the integrity and full functionality of the leased resources. Our obligations include:
- Network Integrity: Maintaining continuous connectivity of the node to the internet and route optimization.
- Hardware Availability: Continuous monitoring of the health of CPU units, RAM, and NVMe storage systems.
- System Virtualization: Maintaining the stability of the KVM/Pterodactyl environment and resource isolation.
- DDoS Mitigation: Implementation of network filters to neutralize malicious traffic.
- Control Panel Functionality: Providing access to server management tools (Start, Stop, Reinstall).
2. Scope of Client Responsibility (Administrative Level)
The client bears full responsibility for the configuration, management, and maintenance of the software within the leased space. Support does not include:
- File and Resource Management: Installation, updating, and configuration of scripts, mods, maps, or plugins (e.g., ESX, QBCore, Spigot).
- Internal Administration: Setting up user permissions, rank systems, and internal game/application mechanics.
- Software Anomaly Troubleshooting: Resolving console errors (Error Logs) resulting from incompatibility or poor third-party coding.
- Database Integration: Connecting and optimizing SQL queries within user scripts.
3. Advanced Technical Support (Advanced Troubleshooting)
For clients requiring assistance beyond the scope of primary support, an Advanced Support plan is available at €30.00/month.
- Service Scope: Detailed log diagnostics, identification of resource conflicts, and providing guidance for stabilizing server operations.
- Limitation: Advanced support does not include custom programming (Custom Coding) or the development of new software solutions upon request.
4. Communication Protocol and Priorities
To maintain high service quality, Wingnode applies the following communication rules:
- Centralized Ticket System: Technical support is provided exclusively through the official ticket system on the website. Inquiries via private messages (DM) on social media or Discord will not be processed.
- "Out of Scope" Policy: Tickets requiring intervention from Section 2, submitted without an active Advanced Support plan, will be marked as inadequate and closed without detailed processing.
- Abuse of Support System: Repeatedly sending identical inquiries (Spam) or opening tickets for trivial problems solvable by consulting the documentation is considered an abuse of resources and may lead to temporary suspension of support access.
5. Professional Standards and Termination
Wingnode maintains a professional relationship with all users and expects the same in return.
- Zero Tolerance for Inappropriate Communication: Any form of insult, threat, or unprofessional pressure on our staff will result in immediate termination of the partnership.
- Service Termination: In the event of a serious violation of the conduct policy, Wingnode reserves the right to permanently suspend all active services without the obligation of a refund.
6. Backup Policy
The user is obliged to regularly create manual backups before any significant modification to the server. Wingnode performs periodic system backups exclusively for disaster recovery purposes of the infrastructure, not as a service for recovering individual user files deleted by client error.
7. Wingman AI Overdraft & Token Fair Usage
To ensure the best possible user experience and prevent AI responses from cutting off mid-process, the system allows for a controlled balance overdraft:
- Processing Continuity: If a user’s request requires more tokens than are currently available in their balance, Wingman AI will complete the task instead of terminating the process. This ensures the user receives a functional result rather than an incomplete file or script.
- Overdraft Limit: Users are permitted a maximum overdraft of 50,000 tokens beyond their purchased/available balance.
- Billing of Excess Usage: Any token consumption that goes into the negative balance will be automatically calculated and added to the client's next monthly invoice.
- Abuse of Overdraft: Intentional and repetitive use of the service deep into the negative zone (beyond the 50,000-token limit) is considered an abuse of the system. Wingnode reserves the right to suspend AI access until the outstanding balance is cleared.
8. AI Automation Disclaimer & Reliability
In accordance with Rule 30 and 31 of our Terms of Service, the following applies within the SLA protocol:
- User Authorization: Every instruction given to Wingman AI is considered a direct command from the user. Wingnode’s infrastructure merely provides the execution environment; therefore, the user is responsible for the initiated changes.
- Service Dependency: Due to the nature of AI technology and reliance on external API services (Anthropic), Wingnode does not guarantee 100% uptime for Wingman AI, nor absolute accuracy of the generated code/files.
- Priority of Infrastructure Support: In the event of a conflict between an AI-generated configuration and node stability, the client must follow the instructions of the primary technical support (Section 1) over the suggestions provided by the AI.
9. Backup & Data Recovery
The user is obliged to regularly create manual backups before any significant modification to the server.
- AI-Specific Backups: While Wingman AI automatically stores the last 5 versions of modified files for easy restoration (Revert), this is a convenience feature and not a replacement for full backups.
- Disaster Recovery: Wingnode performs periodic system backups exclusively for infrastructure disaster recovery purposes, not as a service for recovering individual user files corrupted or lost due to client error or AI misinterpretation
- Sandbox Environment & Access Limits: Wingman AI operates strictly within a "sandbox" environment, isolated to the files belonging to the user’s specific server.
- No System Control: The AI does not have the technical capability to restart, start, or stop the server. These actions remain exclusively under the manual control of the user via the control panel.
- Package-Level Restrictions: Wingman AI cannot modify system variables defined by the user’s purchased plan (e.g., slot counts, FPS limits, resource allocation, IP addresses). The AI is programmed to respect the same hard limits as the user; any attempt to bypass these via AI commands will be automatically blocked by the system.
- No Deletion Authority: As stated in the Terms of Service, the AI is not granted permission to delete files or directories, eliminating the risk of accidental data loss due to misinterpreted instructions.
10. Technical Support for Budget VPS
Due to the business model of Budget VPS services, the following support limitations apply strictly:
- Reseller Status: Wingnode acts solely as a reseller for Budget VPS infrastructure. We do not own, manage, or have physical access to the host nodes or network routing of these services.
- Support Mediation: Our technical support for these services is limited to "Mediation Only." In the event of a technical failure (e.g., node down, network instability), Wingnode can only forward the client's report to the external provider's support team.
- No Direct Intervention: Our staff does not have the administrative privileges to fix hardware issues, reset network filters, or migrate instances on the budget infrastructure.
- Resolution Timeframe: We have zero control over the response time or the quality of the resolution provided by the third-party firm. Tickets regarding Budget VPS will remain open as long as the external provider is processing the issue; Wingnode cannot expedite this process.
- Unmanaged Nature: Budget VPS services are strictly unmanaged. We do not provide assistance with OS installations, software configurations, or troubleshooting internal errors.