Legal
Service Level Agreement
Version 1 · in effect from 18 Bhadra 2083 (3 Sept 2026)
This agreement applies to paid hosted products we run ourselves. Free plans, trials, beta features, and project work in development are excluded — for those we do our best, but we promise nothing measurable.
A site or application we built for you and handed over is not covered here. Once it runs on your own hosting it is yours to keep running. Where we continue to host or maintain it for you, the commitments are the ones written into that maintenance agreement, not these.
1. Availability
We target 99.5% availability each calendar month, measured as the proportion of five-minute intervals in which the service responded to a request for its main page or API.
99.5% allows roughly three and a half hours of unavailability in a month. We have set the number where we can keep it rather than where it sounds best.
The following do not count against availability:
- Scheduled maintenance, announced in advance (section 3).
- Failure of an upstream service we do not run — a payment provider, a bank, a hosting platform, or a third-party service the product depends on.
- Failure of your own network, device, or internet connection.
- Suspension for non-payment or for breach of the Acceptable Use Policy.
- Events outside our reasonable control — power failure, telecom outage, bandh, natural disaster, or an act of government.
2. Support
Critical issues are answered around the clock, every day of the year. A hosted product does not stop running outside office hours and the businesses depending on it do not stop trading, so our response to a critical failure does not wait for the morning either.
| Severity | What it means | We respond within |
|---|---|---|
| P1 — Critical | Service down, data at risk, or no user can complete a core task | 1 hour, any day, any hour |
| P2 — High | A major feature is unusable, no workaround | 4 hours, any day |
| P3 — Normal | A feature is impaired, or there is a workaround | 1 business day |
| P4 — Low | Question, cosmetic issue, feature request | 3 business days |
Business days run Sunday to Friday — Saturday is the weekly holiday in Nepal — and exclude public holidays. P1 and P2 do not wait for a business day.
These are response targets, not resolution targets: the first is a promise we can keep, the second depends on what broke. For a P1 we will keep you informed at least every 2 hours until it is resolved.
Report an issue to support@softmato.com.
3. Maintenance
Routine maintenance runs in a window of Sunday 00:00–04:00 Nepal time, announced at least 48 hours in advance by email.
Emergency maintenance — a security fix that cannot wait — may run at any time. We will tell you as soon as we reasonably can, before it starts where possible.
4. Service credits
If availability in a month falls below the target, you may claim a credit against the following month's fee for that product:
| Availability that month | Credit |
|---|---|
| Below 99.5% but at least 99.0% | 5% of the monthly fee |
| Below 99.0% but at least 95.0% | 10% of the monthly fee |
| Below 95.0% | 25% of the monthly fee |
Claim in writing within 30 days of the end of the affected month, with the dates and times you observed. Credits are applied to a future invoice; they are not paid out in cash, and they are the sole remedy for missing the target.
Credits are not available while an invoice is overdue.
5. Backups and data
We take daily backups of application data and retain them for 30 days. On request we will restore to the most recent backup; restoring loses anything written after the point restored to.
Backups are a recovery measure for our own systems. They are not a substitute for your own export of anything you cannot afford to lose.
6. Changes and contact
This agreement is versioned. Where we reduce a commitment we will give at least 30 days notice, and the version that applied on any past date remains available.
Softmato Technology Private Limited Kathmandu, Nepal Email: info@softmato.com