Support & Service Level Agreement

How to get support

Email hostmaster@yourcloudgroup.com for all support requests. Please include your account email and, if relevant, your instance hostname so we can locate your environment quickly.

Support hours

Requests are handled Monday–Friday, 9:00 AM – 5:00 PM U.S. Pacific Time, excluding U.S. public holidays.

Response targets

Severity	Description	First response
Critical	Instance unavailable / cannot access	1 business day
Standard	Functional questions, non-blocking issues	2 business days

Scope

Support covers provisioning, access, and operation of your YourCloudGroup instance. It does not include custom development, data-science consulting, or issues arising from modifications made outside the provided environment.

Refunds

Each YourCloudGroup subscription provisions a dedicated, single-tenant instance reserved exclusively for you at the time of purchase. Because this dedicated resource is allocated and running from the moment you subscribe, subscriptions are non-refundable once your instance has been provisioned.

If a technical issue prevents your instance from being provisioned, or you believe you were charged in error, contact hostmaster@yourcloudgroup.com within 48 hours of purchase with your AWS account ID and we will review your request. Cancelled subscriptions do not renew; you retain access through the end of your current paid term. Approved refunds are processed through AWS Marketplace and typically appear on your AWS billing account within 3–5 business days.

These terms describe our standard support and refund commitment for AWS Marketplace subscriptions.

Last updated: March 2026

1. Acceptance of Terms

By accessing or using YourCloudGroup services ("Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Services.

2. Description of Services

YourCloudGroup provides fully private, dedicated cloud server infrastructure. Each client receives a complete custom private virtual machine (VM) hosted on Amazon Web Services (AWS). We offer various subscription plans (daily, weekly, monthly) that provide access to your dedicated server instance.

3. Privacy and Server Access

Your server is entirely private. Key privacy features include:

Each client receives a dedicated, isolated VM that no one else can access
YourCloudGroup staff have no access to your server or its contents
All provisioning, maintenance, and support operations are executed by fully automated processes with no human intervention
Your data, files, and transactions remain completely private
Only you have credentials to access your server

4. Account Registration

To use our Services, you must create an account with accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

5. Subscription and Billing

Subscriptions are billed according to the plan selected (daily, weekly, or monthly).
All payment processing is handled securely by Stripe. YourCloudGroup does not store, process, or have access to your credit card information.
All fees are non-refundable except as specified in our refund policy.
Prorated refunds are available any time during an active subscription period; refunding cancels the subscription and terminates the associated server (after a final backup).
Subscriptions automatically renew unless cancelled before the renewal date.
You may cancel your subscription at any time through your account dashboard.

6. Automated Operations

All server operations are fully automated with no human intervention:

Server provisioning is automatic upon subscription purchase
Backups are performed automatically by our systems
Server suspension and recovery are handled by automated processes
No YourCloudGroup employee accesses your server for any reason

7. Acceptable Use

You agree not to use the Services to:

Violate any applicable laws or regulations
Infringe on intellectual property rights
Distribute malware, viruses, or harmful code
Engage in unauthorized access to systems or networks
Send spam or unsolicited communications
Host illegal content or conduct illegal activities

8. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted access to the Services. Automated maintenance and updates may temporarily affect availability.

9. Data and Backups

You are responsible for maintaining backups of your data. Our automated systems perform backups but cannot guarantee data recovery in all circumstances. Upon subscription expiration, your server will be automatically suspended and data will be retained for a limited period.

10. Termination

We may suspend or terminate your account if you violate these Terms. Upon termination, your access to the Services will cease, and your data may be deleted after a retention period. All termination processes are automated.

11. Limitation of Liability

To the maximum extent permitted by law, YourCloudGroup shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.

12. Changes to Terms

We may modify these Terms at any time. Continued use of the Services after changes constitutes acceptance of the modified Terms.

13. Contact

For questions about these Terms, please contact us at hostmaster@yourcloudgroup.com.

Last updated: March 2026

🔒 Your Privacy is Our Priority
Your server is completely private. All operations are automated with no human access. We do not store your payment information.

1. Your Private Server

Your server is entirely private and isolated.

Each client receives a dedicated virtual machine (VM) on AWS that is completely isolated
No YourCloudGroup employee or system has access to your server contents
All data, files, and transactions on your server are private to you alone
Only you possess the credentials to access your server
Your server data is never viewed, analyzed, or accessed by YourCloudGroup

2. Fully Automated Operations

All provisioning and support is executed by built-in automatic processes with no human intervention:

Server creation, configuration, and deployment are fully automated
Backups and recovery are performed by automated systems
Subscription management and billing are handled automatically
No human ever accesses your server for support or maintenance

3. Information We Collect

We collect minimal information necessary to provide the service:

Account Information: Email address and password (for authentication only)
Billing Information: Handled entirely by Stripe - YourCloudGroup does not store, process, or have access to your credit card or payment details
Server Metadata: Basic server status information (running/stopped) for dashboard display

4. What We Do NOT Collect or Access

We do not access or view any data on your server
We do not store credit card numbers or payment details
We do not monitor your server activity or contents
We do not analyze your files, transactions, or usage patterns on your server

5. Payment Processing

All payments are processed securely by Stripe:

Credit card information is entered directly on Stripe's secure platform
YourCloudGroup never receives, stores, or has access to your card details
We only receive confirmation of successful payment from Stripe
Please review Stripe's Privacy Policy for their data practices

6. Infrastructure

Your servers are built and hosted on Amazon Web Services (AWS):

Each server is a dedicated EC2 virtual machine
Servers are isolated in private network segments
AWS provides enterprise-grade security and compliance
Please review AWS Privacy Policy for their data practices

7. Data Security

All communications are encrypted with TLS/SSL
Your server is protected by AWS security infrastructure
Automated backups are encrypted and stored securely
Only you have access credentials to your server

8. Data Retention

Your server data remains private and under your control while subscribed
Upon subscription expiration, your server is automatically suspended and backed up
Backups are retained for 30 days to allow recovery
After 30 days, data may be permanently deleted by automated processes

9. Your Rights

You have full control over your data:

Access and download your data directly from your server at any time
Delete your data by managing files on your server
Cancel your subscription and request account deletion

To exercise account-related rights, contact us at hostmaster@yourcloudgroup.com.

10. Children's Privacy

Our Services are not intended for children under 18. We do not knowingly collect information from children.

11. Contact Us

For privacy-related questions, contact us at hostmaster@yourcloudgroup.com.

📧

Need help?

Email us and we'll get back to you.

hostmaster@yourcloudgroup.com

Frequently Asked Questions

Go to your Dashboard, click on your subscription, and select "Cancel Subscription". You can choose to cancel immediately or at the end of your billing period.

Prorated refunds are available any time your subscription period is still active. Click Cancel + Refund on the relevant payment in the Billing page, or click Cancel Subscription on the server in your Dashboard and choose Cancel + Refund (immediate). You'll receive a refund for the days remaining in your current period, and the associated server will be terminated (after a final backup). To stop a recurring subscription from auto-renewing without an immediate refund, use Stop Auto-Renewal instead.

Your server will be suspended and backed up. You can recover your server by purchasing a new subscription. Data is retained for 30 days after expiration.

Your server is accessible via the hostname shown in your Dashboard (e.g., yourserver.yourcloudgroup.com). Use your client credentials to log in.

Go to the Billing page to view and manage your payment methods. You can add a new card or update your existing payment information through Stripe's secure portal.

Still need help?

Email: hostmaster@yourcloudgroup.com

We typically respond within 24 hours.