This Service Level Commitment describes the availability and support targets we aim for when serving institute (B2B) partners. These are good-faith goals that reflect how we operate; they are not a binding guarantee, and no service credits or financial remedies accrue if a target is not met. This document supplements our Terms of Service.
1. Availability target
We aim for approximately 99.5% monthly availabilityof the core Platform. "Availability" refers to the platform being reachable and able to serve student and institute features under normal conditions.
2. What the target excludes
The target does not cover downtime or degradation caused by:
- planned or emergency maintenance, which we try to schedule and announce in advance;
- third-party providers we rely on (cloud infrastructure, hosting, content delivery, payment, AI processing) and the public internet;
- issues caused by an institution's or user's own equipment, network, or misuse; and
- events outside our reasonable control (force majeure).
3. Support targets
Institute partners can reach us at support@ieltslite.com. We aim to acknowledge support requests within one business day and to prioritise issues that affect platform availability or large groups of students. Support is provided on a best-effort basis during business hours in Nepal.
4. AI evaluation
Automated evaluation depends on third-party AI services and may occasionally queue, slow down, or temporarily fail during provider disruptions or unusual demand. We build in retries and queuing to absorb most transient issues, but evaluation timing is a target, not a guarantee.
5. Custom arrangements
If your institution needs specific, contractually binding service levels, contact us to discuss a tailored agreement. Absent a signed agreement that says otherwise, the targets in this document are aspirational and non-binding.