Service Level Agreement
Last updated on March 2026
1. 1. Purpose
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.
2. 2. Uptime Guarantee -- By Service Tier
HeavenCloud provides tiered monthly network uptime SLAs on paid plans: Budget Discord/Telegram bot hosting and budget Minecraft/FiveM game servers: 95%+ monthly network uptime Managed Lavalink hosting: 99.95% monthly network uptime High Performance bot hosting on AMD EPYC 7C13: 99.99% monthly network uptime VPS hosting (India Ryzen 9, Singapore, Miami, Germany, Ashburn): 99.9% monthly network uptime IMPORTANT -- For VPS hosting, the 99.9% SLA excludes: (1) networking-related issues from upstream providers (2) DDoS attacks from HeavenCloud's infrastructure (3) scheduled maintenance windows Free-tier services (free Discord bot hosting, public Lavalink nodes) target 24/7 availability but carry no paid SLA guarantee. Uptime is calculated as: (total minutes in month − unplanned downtime minutes) ÷ total minutes × 100%. Scheduled maintenance windows announced at least 24 hours in advance are excluded from downtime calculations.
3. 3. Downtime Definitions
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.
4. 4. Service Credits
If HeavenCloud fails to meet the guaranteed uptime for your plan tier in a given calendar month, eligible customers may request service credits. Credits are calculated based on the actual uptime shortfall below your tier's guarantee: Shortfall of up to 1% below guarantee = 10% monthly credit Shortfall of 1%–5% below guarantee = 25% monthly credit Shortfall of more than 5% below guarantee = 50% monthly credit Example for budget bot hosting (95%+ SLA): credits apply only if uptime falls below 95% Example for managed Lavalink (99.95% SLA): credits apply if uptime falls below 99.95% Credits are applied to the next billing cycle and may not exceed 50% of the monthly service fee. Credits are not available for free-tier services or services suspended due to policy violations.
5. 5. How to Claim Credits
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.
6. 6. Network, Infrastructure & DDoS Protection
HeavenCloud servers are located in Germany, India (Mumbai/Delhi), Singapore, Ashburn (US), Miami (US), and Utah (US). Infrastructure-level DDoS protection availability varies by product tier. Services WITH network-level DDoS mitigation: -- High Performance bot hosting (EPYC 7C13) -- India Ryzen 9 VPS/VDS (Mumbai OVH nodes) -- Singapore VPS (17 Tbps shield) -- Miami VPS/VDS (Datapacket/MagicTransit) -- Utah VPS/VDS (Neoprotect) -- Windows RDP India IMPORTANT -- Budget infra WITHOUT DDoS protection: -- Budget Discord/Telegram bot hosting -- Budget Minecraft/FiveM game server plans -- Germany VPS budget nodes These run on shared budget hardware and do NOT include DDoS protection. If your workload may be targeted by DDoS attacks, please choose a High Performance or Ryzen 9 tier that explicitly lists DDoS mitigation, or contact support for guidance before purchasing a budget plan.
7. 7. Support Response Times
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
8. 8. Exclusions
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 -- Force majeure events including natural disasters, war, or government actions
9. 9. Modifications
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.