HQ CloudService Level Agreement
Last updated: October 30, 2026
This agreement describes the availability we aim for and what we do when we miss it.
1. Uptime commitment
We aim for 99.9% network and host availability each calendar month for paid plans. Uptime is measured by our own monitoring and covers our network and the physical host. It does not cover your software, your code or your game or bot crashing.
2. Service credit
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of the monthly fee |
| 95.0% to below 99.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credit is applied to your next invoice and is capped at 50% of the monthly fee for the affected service.
3. How to claim
Open a ticket within 7 days after the end of the month with your service name and the times you saw downtime. We confirm against our monitoring and add the credit if it applies.
4. Exclusions
- Scheduled maintenance announced in advance.
- Emergency maintenance needed to protect security.
- DDoS attacks and traffic that exceed mitigation limits.
- Problems from your configuration, software, plugins or mods.
- Suspension for non-payment or breaking our policies.
- Events outside our control such as power, upstream network or natural events.
5. Support response targets
| Channel | Target first response |
|---|---|
| Ticket support | Within 24 hours |
| Technical support (service down) | As soon as possible, normally within 4 hours |
| Discord community | Best effort |
Targets are goals, not guarantees.
6. Backups and data
The SLA covers availability only. It does not promise data durability. Keep your own backups.
7. Dedicated and VPS notes
Hardware faults on dedicated servers are repaired as quickly as possible. Replacement time depends on parts and datacentre access.
Contact
To contact us about this document, open a support ticket or message us in the HQ Cloud Discord community.