Service Level Agreement (SLA)

One2One Meet

Effective Date: 2026-04-01
Last Updated: 2026-04-01

1. Introduction

This Service Level Agreement (“SLA”) defines the service availability, performance standards, support commitments, and operational responsibilities provided by One2One Meet (“Service Provider”, “we”, “our”, “us”) to its Clients (“Client”, “you”).

This SLA forms an integral part of the agreement between One2One Meet and its Clients and applies to all Services unless otherwise specified in a separate agreement.

2. Service Overview

One2One Meet provides a cloud-based platform that includes, but is not limited to:

  • Event networking and attendee engagement platform
  • One-to-one meeting scheduling and matchmaking system
  • Real-time attendance tracking and session management
  • Communication and notification tools
  • Analytics, reporting, and insights dashboards
  • White-label and enterprise event platform solutions
  • Web and mobile application access

3. Service Availability (Uptime Commitment)

3.1 Uptime Guarantee

One2One Meet commits to maintaining a minimum of: 99.5% monthly uptime, excluding Scheduled Maintenance and defined Exclusions.

Uptime is calculated as: Uptime (%) = [(Total Minutes – Downtime) / Total Minutes] × 100

3.2 Definition of Downtime

“Downtime” is defined as any period during which:

  • The Platform is inaccessible to users
  • Core services (login, scheduling, event access) are unavailable
  • Critical functionality is not operational across the system

Downtime begins when the issue is confirmed by monitoring systems and ends when service is restored.

3.3 Exclusions from Downtime

  • Scheduled maintenance (with prior notice)
  • Emergency maintenance required for system protection
  • Force majeure events (natural disasters, war, etc.)
  • Failures caused by third-party services (e.g., cloud providers, APIs)
  • Client-side issues (internet connectivity, devices, misconfigurations)
  • Misuse or unauthorized use of the Platform

4. Maintenance and Updates

4.1 Scheduled Maintenance

  • Conducted during low-usage hours where possible
  • Advance notice will be provided (typically 24–72 hours)
  • Efforts will be made to minimize disruption

4.2 Emergency Maintenance

  • Performed when necessary to ensure security, stability, or integrity
  • May occur without prior notice
  • We will communicate as soon as reasonably possible

5. Support Services

5.1 Support Channels

  • Email:
  • Optional: Live chat / phone support (if included in plan)

5.2 Support Plans and Availability

Plan Support Availability Priority Level
Standard Business hours Normal
Enterprise 24/7 Priority

Business hours refer to standard working hours in the Service Provider’s primary operating region unless otherwise agreed.

6. Incident Management

6.1 Incident Severity Levels

Severity Description Example
Critical Complete service outage Platform inaccessible
High Major feature unavailable Meeting system failure
Medium Partial functionality affected Dashboard errors, UI issues
Low Minor or cosmetic issue Display bug, formatting issue

6.2 Response and Resolution Targets

Severity Initial Response Time Resolution Target
Critical < 1 hour 4 – 8 hours
High < 4 hours Within 24 hours
Medium < 8 hours 2 – 3 business days
Low < 24 hours Best effort

Response time refers to acknowledgment of the issue, not resolution.

7. Performance Standards

We aim to maintain high performance standards, including fast page loads, reliable scheduling, real-time updates, and scalable infrastructure. Performance may vary based on network conditions, device capabilities, geographic location, and user volume.

8. Data Backup and Disaster Recovery

  • Regular automated backups
  • Redundant infrastructure (where applicable)
  • Disaster recovery planning and testing

Recovery Objectives:

  • Recovery Time Objective (RTO): Up to 24 hours
  • Recovery Point Objective (RPO): Up to 24 hours

9. Security Commitments

One2One Meet maintains a security-first approach, including secure cloud infrastructure, encryption in transit (HTTPS/SSL), access controls, and continuous monitoring for threats.

10. Service Credits (If Applicable)

Uptime Level Service Credit
99.0% – 99.5% 5%
98.0% – 99.0% 10%
Below 98.0% 20%

Conditions: Credits apply to future billing cycles only; requests must be submitted within 30 days; credits are the sole remedy for SLA breaches.

11. Client Responsibilities

  • Using the Platform in accordance with Terms of Service
  • Maintaining secure account credentials
  • Ensuring reliable internet connectivity
  • Configuring systems correctly
  • Not overloading or misusing the Platform

12. Monitoring and Reporting

One2One Meet continuously monitors system uptime, performance metrics, and security events. Clients may request uptime reports, incident reports, and performance summaries.

13. Limitations and Disclaimers

While we strive for high reliability, we do not guarantee continuous, uninterrupted, or error-free service at all times. This SLA does not apply to issues outside our reasonable control.

14. Changes to SLA

We may update this SLA from time to time. Continued use of the Services constitutes acceptance of the updated SLA.

15. Governing Law

This SLA shall be governed by and construed in accordance with the laws of: Nepal

16. Contact Information

Final Commitment

One2One Meet is committed to delivering a reliable, secure, and high-performance platform. We continuously invest in infrastructure and monitoring to ensure a seamless experience for all users.