Service Level Agreement (SLA) Policy
Effective Date: July 22, 2025
Last Reviewed: July 22, 2025
Contact: [email protected]
1. Purpose
This Service Level Agreement (SLA) defines the service performance commitments made by IntelliVersal Integrated Solution (IVIS) to its clients. It outlines uptime guarantees, response and resolution times, support availability, and service credits in case of breach.
2. Scope of Coverage
This SLA applies to:
- Hosted software and platforms provided by IVIS
- Managed infrastructure and services
- API and integration uptime
- Enterprise support and incident management
3. Uptime Commitment
IVIS guarantees 99.9% monthly uptime for core hosted platforms, excluding scheduled maintenance or force majeure.
|
Service Type |
Uptime Guarantee |
|
Core Application Platforms |
99.9% |
|
APIs / Integrations |
99.5% |
|
Cloud Infrastructure |
99.9% |
If uptime drops below thresholds, clients may be eligible for service credits as outlined in Section 7.
4. Support Response Time
Support availability: 24/7 for Priority 1 Incidents
Business Hours: Monday–Friday, 9 AM–6 PM (client timezone-based support available for enterprise contracts)
|
Severity Level |
Description |
Response Time |
Resolution Target |
|
Priority 1 |
Critical production outage |
1 hour |
4 hours |
|
Priority 2 |
Significant functional degradation |
4 hours |
1 business day |
|
Priority 3 |
Minor bug, no major impact |
8 hours |
2–3 business days |
|
Priority 4 |
General inquiry or enhancement request |
1 business day |
Best effort basis |
5. Maintenance Windows
- Scheduled maintenance is performed outside client peak business hours with 72 hours’ advance notice.
- Emergency maintenance (e.g., for security patches) may be deployed with minimal notice.
6. Service Monitoring & Reporting
IVIS uses automated monitoring tools to track:
- Uptime metrics
- Latency and response times
- System errors and alerts
- Client-specific KPIs (for enterprise SLAs)
Clients may access real-time metrics via the IVIS Trust Portal or request periodic performance reports.
7. Service Credits
|
Uptime Level (Monthly) |
Credit Offered |
|
99.0%–99.89% |
5% of monthly fee |
|
95.0%–98.99% |
15% of monthly fee |
|
Below 95.0% |
25% of monthly fee |
Service credits must be claimed within 30 days of incident. They are applied to future invoices and are capped at 1 month of service fees.
8. Client Responsibilities
Clients must:
- Report incidents promptly via approved support channels
- Provide accurate priority categorization when submitting tickets
- Maintain internal escalation contacts
- Cooperate with diagnostic requests (e.g., logs, screenshots)
9. SLA Exclusions
This SLA does not apply to issues caused by:
- Client infrastructure or user error
- Force majeure events (e.g., natural disasters, war, strikes)
- Network issues outside IVIS’s control
- Beta or trial service versions
- Downtime from non-critical third-party tools
10. Amendments & Reviews
IVIS may update this SLA from time to time. Clients will be notified of material changes 30 days in advance. Custom SLAs are available for enterprise clients under negotiated contracts.