Last updated: 12/27/2025
1. Uptime Guarantee
VPS Nepal guarantees the following uptime levels:
Small VPS Plans
99.5%
Monthly uptime guarantee
Cloud VPS Plans
99.9%
Monthly uptime guarantee
2. Network Performance
We guarantee the following network performance standards:
- Network latency: <50ms within Nepal
- Packet loss: <0.1% monthly average
- Network uptime: 99.9% monthly
- DDoS protection: Included with all plans
3. Support Response Times
Our support team commits to the following response times:
Critical Issues15 minutes
High Priority2 hours
Medium Priority8 hours
Low Priority24 hours
4. Maintenance Windows
Scheduled maintenance will be performed during the following windows:
- Emergency maintenance: Immediate notification
- Planned maintenance: 72 hours advance notice
- Preferred window: Sunday 2:00 AM - 6:00 AM NST
- Maximum monthly maintenance: 4 hours
5. Service Credits
If we fail to meet our uptime guarantees, you may be eligible for service credits:
99.0% - 99.5% uptime10% credit
95.0% - 99.0% uptime25% credit
<95.0% uptime50% credit
6. Exclusions
This SLA does not apply to downtime caused by:
- Customer-initiated actions or configurations
- Third-party software or applications
- Internet connectivity issues beyond our control
- Force majeure events
- Scheduled maintenance (with proper notice)
- DDoS attacks exceeding our protection capacity
7. Monitoring and Reporting
We continuously monitor our services and provide:
- Real-time status page updates
- Monthly uptime reports
- Performance metrics dashboard
- Incident post-mortems for major outages
8. Contact
For SLA-related inquiries or to request service credits:
SLA Department
Email: sla@nepalcloud.host
Phone: +977-9842449423