Service Level Agreement

This Service Level Agreement (SLA) defines the level of service HeavenCloud commits to providing for its paid hosting services, including VPS hosting, Discord bot hosting, Lavalink hosting, and Minecraft server hosting. This SLA applies to all active paid subscriptions.

HeavenCloud guarantees 99.9% monthly network uptime for all paid services. Uptime is measured as the total minutes in a calendar month minus any periods of unplanned downtime, divided by the total minutes in the month. Planned maintenance windows are excluded from uptime calculations and are announced at least 24 hours in advance.

Unplanned downtime refers to any period during which a customer's service is inaccessible due to issues within HeavenCloud's infrastructure. This includes network outages, hardware failures, and software failures on our hosting platform. It does not include issues caused by the customer's application, third-party services, DNS propagation, force majeure events, or scheduled maintenance.

If HeavenCloud fails to meet the 99.9% uptime guarantee in a given calendar month, eligible customers may request service credits. Credits are calculated as follows: 99.0% to 99.9% uptime = 10% credit, 95.0% to 99.0% uptime = 25% credit, below 95.0% uptime = 50% credit. Credits are applied to the next billing cycle and may not exceed 50% of the monthly service fee.

Service credit claims must be submitted within 7 days of the incident via a support ticket at billing.heavencloud.in. Include the dates and times of the downtime, affected service/server details, and a brief description of the impact. HeavenCloud will review and respond within 5 business days.

Our infrastructure includes servers located in Germany, India (Mumbai), Singapore, Ashburn (US), and Miami (US). All locations feature enterprise-grade hardware, redundant power supplies, NVMe SSD storage, and multi-layered DDoS protection with up to 2 Tbps mitigation capacity.

HeavenCloud provides 24/7 support through our ticket system and Discord community. Target response times: Critical (service down) within 1 hour, High (degraded performance) within 4 hours, Medium (general issues) within 12 hours, Low (questions/requests) within 24 hours.

This SLA does not apply to: free tier services, services suspended due to non-payment or policy violations, beta or preview features, issues resulting from customer actions or configurations, and force majeure events including natural disasters, war, or government actions.

HeavenCloud reserves the right to modify this SLA at any time. Changes will be communicated via email or our website. Continued use of our services after changes constitutes acceptance of the updated SLA.