Service Level Agreement (SLA) — NectarPress¶
Nectar Digit Pvt. Ltd.
Effective date: 2026-05-22
Applies to: Business and Enterprise plan customers
1. Scope¶
This SLA covers: - License Server (license.nectardigit.com) — activation, verification, update distribution - Support response time — email support at support@nectardigit.com
This SLA does not cover: - Your WordPress hosting provider - Third-party services (Khalti, Google Analytics, etc.) - Issues caused by customer-modified theme files or incompatible plugins - Outages caused by DDoS attacks or force majeure events
2. License Server Uptime¶
| Plan | Uptime Target | Measurement Period |
|---|---|---|
| Business | 99.0% | Monthly |
| Enterprise | 99.5% | Monthly |
Uptime is measured as: (total minutes − downtime minutes) / total minutes × 100
Downtime is defined as the license server returning 5xx errors for more than 5 consecutive minutes.
Scheduled maintenance (announced 48h in advance via status.nectardigit.com) is excluded from downtime calculations. Scheduled maintenance windows are Sunday 01:00–03:00 NPT.
Graceful degradation: Even if the license server is unreachable, the NectarPress theme continues operating normally for up to 30 days (see EULA §6). Your live news site front-end is NEVER broken by a license server outage.
3. Support Response Time¶
| Plan | First response | Resolution target |
|---|---|---|
| Starter | 3 business days | Best effort |
| Professional | 2 business days | Best effort |
| Business | 1 business day | 5 business days for critical |
| Enterprise | 4 business hours | 2 business days for critical |
Business hours: Monday–Friday, 10:00 AM – 6:00 PM Nepal Standard Time (UTC+5:45)
Response = human acknowledgement, not resolution. Complex issues may take longer.
Critical issues for Business/Enterprise: security vulnerabilities, data loss, site-down scenarios where NectarPress is the root cause (verified by the doctor command).
4. Support Channels¶
| Channel | Plans | Hours |
|---|---|---|
| Email (support@nectardigit.com) | All | Business hours |
| Priority queue (tagged by domain) | Business+ | Business hours |
| Emergency escalation (direct Amrit contact) | Enterprise only | 24/7 for P0 incidents |
5. Exclusions & Customer Responsibilities¶
Nectar Digit is not responsible for: - Outages caused by changes to your WordPress installation, database, or server - Performance issues on your hosting provider - Conflicts with plugins not listed in our compatibility matrix - Issues arising from failure to apply theme updates - Data loss caused by customer's failure to maintain backups
Customer responsibilities: - Maintain HTTPS on the licensed domain - Keep WordPress and PHP within supported version ranges - Provide accurate information when reporting issues (doctor output, error logs)
6. SLA Credits (Enterprise only)¶
For Enterprise customers with a signed contract:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 98.0% – 98.99% | 25% of monthly fee |
| < 98.0% | 50% of monthly fee |
Credits are applied to the next renewal invoice. Credits are not cash refunds. Maximum credit is 50% of monthly fee per incident.
To claim a credit: email billing@nectardigit.com within 30 days of the incident with the incident date/time and reference to the status.nectardigit.com incident report.
7. Incident Communication¶
All incidents are reported at status.nectardigit.com.
- Detection to first status update: ≤ 15 minutes
- Ongoing updates: every 30 minutes during active incident
- Post-incident report: within 3 business days for incidents exceeding 30 minutes
Subscribe to incident notifications at status.nectardigit.com.
8. Contact¶
SLA questions: billing@nectardigit.com
Incident escalation (Enterprise): Direct contact provided in welcome email