Service Level Agreementfor HeavenCloud.

This Service Level Agreement (SLA) applies to active paid HeavenCloud services, including VPS, Discord, Telegram and WhatsApp bot hosting, Lavalink hosting and game server hosting. It works together with our Terms of Service.

Each product has its own monthly network uptime commitment:

Uptime is worked out as: (total minutes in the month − unplanned downtime minutes) ÷ total minutes × 100.

Downtime is any period when your service cannot be reached because of a problem in HeavenCloud's own network, hardware or hosting platform. That includes network outages, hardware failures and failures of our hosting software.

These are not counted as downtime:

• scheduled maintenance announced at least 48 hours ahead
• problems caused by your own software, settings or traffic
• DDoS attacks, including any filtering or null-routing done to protect the network
• suspensions under our Terms of Service
• issues with third-party services or DNS propagation
• free services, trials and beta or preview features
• events outside our reasonable control, such as natural disasters, war, government action, power cuts or major internet-wide failures

If we miss the uptime commitment for your product in a calendar month, you can ask for a service credit. The credit depends on how far uptime fell below the commitment:

Example: a paid bot plan has a 99.95% commitment. If its uptime for the month is 99.5%, it fell 0.45% short, so the credit is 10%.

Credits are added to your next billing cycle and can never be more than 50% of the monthly fee. They are not paid out as cash. Credits are not available for free services or for services suspended for breaking our Terms.

Send your claim within 7 days of the incident by opening a ticket at billing.heavencloud.in. Please include:

• the dates and times of the downtime
• the affected service or server
• a short description of the impact

We will review the claim and reply within 5 business days.

You can reach us through support tickets, email or our Discord server. We aim to reply within:

These are targets, not a promise to fix a problem within that time. Our services are unmanaged unless your plan says otherwise.

Free bot hosting, free Lavalink nodes and trials aim to stay online but carry no uptime commitment, no credits and no data recovery. Keep your own backups.

We may update this SLA at any time. Changes apply from the date they are posted on this page, and they do not apply to downtime that happened before that date. Updates never override your rights under the law.