This policy forms part of the iTravel ERP Terms of Service. Support, hosting, updates and backups are included in your subscription fee.
1. Support hours and channels
- Hours: Monday to Friday, 9:00–17:30 Sri Lanka time, excluding Sri Lankan public holidays.
- Email: support@itravelerp.com
- Phone: +94 77 690 9457
- WhatsApp: +94 77 690 9457
- In the application: support tickets from your account.
Please contact us from an account user’s email and include your agency name.
2. Support levels
| Standard (Starter, Pro) | Priority (Enterprise) | |
|---|---|---|
| First response, urgent issue (service unavailable or you cannot sign in) | within 4 business hours | within 2 business hours |
| First response, normal issue | within 1 business day | within 4 business hours |
| How-to questions | within 2 business days | within 1 business day |
These are response targets, not resolution times. We work on urgent issues continuously during support hours until they are resolved or a workaround is in place.
3. Availability target
We aim for 99.5% monthly availability of the application, measured by our external monitoring, excluding:
- planned maintenance announced in advance;
- emergency security maintenance;
- problems caused by your internet connection, devices, email or domain providers, or third-party services; and
- events outside our reasonable control.
The availability target is a service goal. It does not create service credits or a right to compensation unless agreed in a signed written agreement.
4. Maintenance
Updates are released outside business hours, normally late at night Sri Lanka time. During a release the application may show a maintenance page for a short time. Planned maintenance that may cause noticeable downtime is announced by email at least 48 hours in advance where possible.
5. Backups
Your data is backed up daily, with an encrypted off-site copy. Restoring a single agency’s data from backup on request (for example after accidental deletion by a user) is available as a chargeable service.
6. Onboarding
Once your account is activated, we help you get started: setting up company details, branding, users and settings. Typical onboarding takes about two weeks depending on your team’s availability. Data migration from another system, on-site training and custom work are Add-ons quoted separately.
7. What support does not include
Support covers the iTravel ERP service. It does not include your computers, networks, email or domain management (unless hosted by Innaun under a separate agreement), accounting or tax advice, or work on third-party systems.