Service level agreement
Last updated: 18 September 2026
This Service Level Agreement (SLA) applies to cloud servers, dedicated servers and managed hosting purchased from Inventure Technologies.
Availability target#
We target 99.9% monthly availability of the infrastructure that runs your server (network connectivity and the underlying host or machine). Our commitments cannot exceed those of our infrastructure provider, and we pass their service credits on to you.
Availability does not include:
- planned maintenance we have told you about at least 48 hours in advance;
- problems caused by your application, configuration or content;
- the actions of third parties outside our control, including attacks beyond the protection included with your service;
- suspension under our Cloud Services Terms or Acceptable Use Policy.
Service credits#
If monthly availability falls below 99.9% for reasons covered by this SLA, you may request a credit against your next invoice:
Monthly availability | Credit (share of that server's monthly fee) |
|---|---|
Below 99.9% | 10% |
Below 99.5% | 25% |
Below 99.0% | 50% |
Credits must be requested within 30 days of the end of the affected month and are your sole remedy for missed availability targets.
Support and response targets#
Every plan includes dedicated support from our engineers. Response targets depend on the management level and the severity of the issue:
Severity | Example | Essentials | Managed | Fully managed |
|---|---|---|---|---|
P1 — Critical | Production site down | 4 business hours | 1 hour, 24×7 | 30 minutes, 24×7 |
P2 — High | Serious degradation | 1 business day | 4 hours | 2 hours |
P3 — Normal | A question or minor issue | 1 business day | 1 business day | 1 business day |
P4 — Low | Planned change request | 2 business days | 2 business days | 1 business day |
Business hours are 9:00 am to 6:00 pm Nepal time (NPT), Monday to Friday, excluding public holidays in Nepal.
Reporting a problem#
Email info@inventuretech.com.np or call +977 9823020187. For P1 issues on Managed and Fully managed plans, please call as well as emailing.