Service Level Agreement (SLA)

1. Service Availability

For eligible hosted production services under Tech Youth's management, our target is 99.9% monthly availability.

Availability is measured on a calendar-month basis, subject to the exclusions described in Section 4 (Exclusions). Monthly uptime is calculated based on the availability of the applicable production service during the relevant measurement period. Scheduled maintenance and other qualifying excluded events will not be counted as downtime for purposes of calculating the applicable service availability.

2. Support and Response Times

Tech Youth provides support according to the severity of the reported issue.

2.1 Business Hours

Unless otherwise stated in a specific agreement, standard support business hours are Sunday–Friday, 10:00–18:00 NPT (Nepal Time). Business hours exclude applicable public holidays in Nepal. Response and resolution targets are measured during applicable business hours unless otherwise expressly agreed.

2.2 Resolution Targets

Resolution targets are objectives rather than guarantees unless a specific written agreement expressly states otherwise. A resolution may include a permanent fix, temporary workaround, service restoration, mitigation, or other reasonable solution depending on the nature and complexity of the issue. Issues requiring third-party intervention, extensive investigation, or changes to underlying infrastructure may require additional time.

3. Scheduled and Emergency Maintenance

3.1 Planned Maintenance

Tech Youth will make reasonable efforts to schedule planned maintenance during periods of lower expected traffic or usage. Where reasonably feasible, we will provide at least 48 hours' advance notice of planned maintenance that is expected to materially affect service availability.

3.2 Emergency Maintenance

Emergency maintenance may be performed without advance notice when reasonably necessary to:

• Protect the security or integrity of the Services;
• Prevent or mitigate a significant service disruption;
• Address a critical security vulnerability;
• Prevent data loss or corruption; or
• Respond to circumstances that require immediate action.

Where practicable, Tech Youth will notify affected clients as soon as reasonably possible.

4. Exclusions

This SLA does not apply to service interruptions, delays, degradation, or failures resulting from circumstances outside Tech Youth's reasonable control, including:

• Client-side software, systems, networks, devices, configurations, or equipment;
• Client actions, omissions, or unauthorized changes;
• Third-party services outside Tech Youth's reasonable control, including payment gateways, cloud providers, internet service providers, domain providers, or external APIs;
• Force majeure events, including natural disasters, severe weather, war, civil unrest, government action, widespread telecommunications failures, or other events beyond our reasonable control;
• Misuse of the Services or violations of our Terms of Service, Acceptable Use Policy, or other applicable agreements;
• Unauthorized access or security incidents caused by the client or its users;
• Beta, experimental, preview, or otherwise expressly excluded features unless specifically covered by a written agreement;
• Scheduled maintenance performed in accordance with this SLA; and
• Any other exclusions expressly identified in the applicable service agreement.

5. Service Credits

If the monthly availability of an eligible hosted production service falls below the applicable 99.9% target, the client may be eligible for a service credit based on the following schedule:

Service credits are calculated against the applicable monthly fee for the affected service, unless a different calculation method is specified in the applicable agreement.

5.1 Claiming Service Credits

To request a service credit, the client must submit a written claim within 30 days after the end of the calendar month in which the qualifying service availability issue occurred. Claims should be submitted to techyouth.ai@gmail.com. The request should include sufficient information to identify the affected service, relevant dates, and the basis for the claim. Tech Youth may review the applicable service records before determining whether a service credit is available.

5.2 Nature of Service Credits

Unless otherwise agreed in writing, service credits:

• Are applied to a future invoice or billing period;
• Are not redeemable for cash;
• Are not transferable;
• Do not constitute a refund of amounts already paid; and
• Represent the client's sole and exclusive remedy for failure to meet the applicable SLA availability commitment.

Nothing in this SLA excludes or limits rights or remedies that cannot lawfully be excluded or limited under applicable law.

6. Incident Reporting and Communication

Tech Youth may communicate service incidents, maintenance notifications, and other relevant service information through email, client portals, service dashboards, or other communication channels designated for the applicable service. For significant incidents, we will make reasonable efforts to provide updates regarding the status of the incident, mitigation efforts, and service restoration.

7. SLA Performance Review

Tech Youth may review SLA performance on a quarterly basis to identify recurring service issues, operational risks, and opportunities for improvement. Where repeated or significant SLA breaches occur, Tech Youth may, where appropriate, develop a remediation plan that may include:

• Root-cause analysis;
• Corrective measures;
• Infrastructure improvements;
• Process improvements;
• Additional monitoring; or
• Other reasonable measures intended to improve service reliability.

A remediation plan does not constitute a guarantee of future service performance unless expressly agreed in writing.

8. Client Responsibilities

To enable Tech Youth to meet the service standards described in this SLA, clients are expected to:

• Provide accurate and complete information when reporting incidents;
• Provide reasonable access and cooperation where necessary to investigate issues;
• Maintain appropriate security practices for accounts and systems under their control;
• Avoid unauthorized modifications to managed systems;
• Use the Services in accordance with applicable agreements and policies; and
• Promptly notify Tech Youth of material issues affecting the Services.

Failure to meet these responsibilities may affect Tech Youth's ability to meet applicable response or resolution targets.

9. Changes to This SLA

Tech Youth may update or modify this SLA from time to time to reflect changes in our Services, infrastructure, support practices, business operations, or applicable legal requirements. The "Last Updated" date at the beginning of this SLA will indicate the most recent revision. Where a specific written agreement incorporates a particular version of this SLA, that agreement will govern the applicable service commitments.

10. Contact Us

For SLA-related questions, incident reports, service-credit claims, or other support matters, please contact:

Tech Youth Pvt. Ltd.
Email: techyouth.ai@gmail.com
Phone: +977 9763428769

Related policies: Terms of Service · Privacy Policy · Cookie Policy · Acceptable Use Policy · Refund & Cancellation Policy · Disclaimer