Averonix Host is operated by Averonix Group Pvt. Ltd., Nepal.
Version and effective date are applied when the document is approved and published through the admin content module.
Service Level Agreement
The availability commitments we make, and the remedy if we miss them.
Applies to: Paid hosting, cloud and server services.
Draft, pending professional review
This document is a working draft prepared for review by a qualified legal adviser. It is not legal advice, and it is not the final agreement. Highlighted passages mark positions that must be settled before publication.
1. Availability commitment
Placeholder, pending verification: AVAILABILITY COMMITMENT PER PRODUCT — TO BE CONFIRMED AND SET AT A LEVEL THE PLATFORM CAN ACTUALLY MEET
Availability is measured over a calendar month at the network edge, excluding the exclusions in section 4.
2. How availability is measured
Availability is measured per service, in the region that service runs in, not as a network-wide average. An outage confined to one region is a full outage for the customers in it, and averaging it across every region we operate would hide exactly the failure this agreement exists to cover.
Measurement is taken from our own monitoring at the network edge of the region concerned. Where your own monitoring disagrees with ours, send it with your credit request and we will reconcile the two rather than simply preferring our own figures.
3. Remedy
Where we fall short of the commitment, the remedy is a service credit applied to your account, requested through a billing ticket within 30 days of the incident. Service credits are the sole remedy under this agreement.
That limit does not affect any statutory right you have. Where a consumer guarantee or equivalent statutory remedy applies — in Australia, New Zealand, France, Singapore, Canada or Nepal — it applies in addition to this agreement, and section 9 of the Terms of Service governs.
Placeholder, pending verification: CREDIT SCHEDULE — TO BE CONFIRMED
4. Exclusions
The commitment does not cover:
- Announced maintenance within a published window.
- Emergency maintenance required to protect security or data integrity.
- Faults in your own code, applications, plugins or configuration.
- Suspension for non-payment or for breach of the Acceptable Use Policy.
- Failures of networks outside our control, including your own connectivity and DNS hosted elsewhere.
- Force majeure events.
5. Support response
Response targets vary by plan and by ticket priority, and are stated on the product page. A response target is a time to first meaningful response, not a time to resolution.