{"id":22745,"date":"2025-12-02T01:02:39","date_gmt":"2025-12-02T06:02:39","guid":{"rendered":"https:\/\/it-prosolution.com\/?page_id=22745"},"modified":"2026-04-26T00:02:13","modified_gmt":"2026-04-26T04:02:13","slug":"sla-2","status":"publish","type":"page","link":"https:\/\/it-prosolution.com\/trust-center\/sla-2\/","title":{"rendered":"Service level agreement"},"content":{"rendered":"\t\t
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Service level<\/span>agreement<\/span><\/h3><\/div>\n <\/section>\t\t\t\t<\/div>\n\t\t\t\t
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This Service Level Agreement (SLA) outlines IPS Network Inc.’s commitment to service availability, performance, and response times for our IT services, including Managed IT Services, Cloud Management, Cybersecurity, Professional IT Services, Network Administration, Consulting, and Procurement Services.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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1. Service Availability Guarantees Dark Web Monitoring & Threat Intelligence Proactive monitoring with immediate alerts on detected breaches.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Penetration Testing & Compliance Audits Regular assessments with actionable reports within 5 business days of testing completion.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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2. Response Time Commitments IPS\u2019s technical support team follows the response times below:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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  • Phone & Live Chat: Under 1 minute for initial response.<\/li>\n \t
  • Help Desk Tickets: Under 1 hour for initial response, with resolution time based on issue severity.<\/li>\n \t
  • Emergency Incidents (System Outages, Security Breaches, Data Loss): Immediate escalation with an initial response in 15 minutes and ongoing updates until resolution.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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    3. Exclusions IPS is not responsible for service disruptions caused by:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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  • Scheduled Maintenance: Customers will receive prior notice of planned maintenance windows.<\/li>\n \t
  • Third-Party Failures: Outages caused by third-party vendors (e.g., internet providers, cloud platforms, software vendors).<\/li>\n \t
  • Customer Misconfiguration: Issues arising from unauthorized customer modifications.<\/li>\n \t
  • Force Majeure: Natural disasters, power failures, or other uncontrollable events.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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    4. SLA Compensation & Credit Requests If IPS does not meet the SLA commitments, customers may request service credits under the following conditions:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    • Network Downtime: Customers receive a credit of 10 times (1,000%) the actual downtime beyond the guaranteed uptime.<\/li>\n \t
    • Cloud Downtime: Credits equivalent to 10% of the monthly recurring charge per hour of downtime beyond the SLA guarantee.<\/li>\n \t
    • Security Incidents: If a security breach occurs due to IPS’s failure to apply security updates, customers receive a full month’s service credit.<\/li>\n<\/ul>\nRequests must be submitted within 5 business days of the incident. Total compensation cannot exceed the customer\u2019s monthly recurring charge.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      5. Response Time \u2013 All Services IPS strives to provide rapid support response times:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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      • Phone & Live Chat: Initial response within 1 minute.<\/li>\n \t
      • Help Desk Tickets: Initial response within 1 hour.<\/li>\n \t
      • Emergency Incidents: Immediate escalation with updates until resolution. While these response times reflect our commitment to fast support, they are not guaranteed under this SLA.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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        6. SLA Credit Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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        Compensation All requests for SLA compensation must be submitted within 5 business days of the incident. Compensation cannot exceed the customer\u2019s monthly recurring charge. Only one SLA credit may be issued per incident. If multiple SLA events occur simultaneously, compensation applies to only one event. SLA credits do not apply if the customer is in breach of IPS\u2019s Terms of Service or has outstanding payments. Additionally, third-party failures impacting IPS’s ability to meet SLA commitments are not eligible for compensation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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        7. Terms & Modifications<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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        Compliance & Legal This SLA is subject to IPS\u2019s Terms of Service. IPS reserves the right to modify the SLA with prior notice to customers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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        This SLA reflects IPS\u2019s commitment to reliability, security, and service excellence across our IT offerings.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

        Service levelagreement This Service Level Agreement (SLA) outlines IPS Network Inc.’s commitment to service availability, performance, and response times for our IT services, including Managed IT Services, Cloud Management, Cybersecurity, Professional IT Services, Network Administration, Consulting, and Procurement Services. 1. Service Availability Guarantees Dark Web Monitoring & Threat Intelligence Proactive monitoring with immediate alerts on detected breaches. Penetration Testing & Compliance Audits Regular assessments with actionable reports within 5 business days of testing completion. 2. Response Time Commitments IPS\u2019s technical support team follows the response times below: Phone & Live Chat: Under 1 minute for initial response. Help Desk Tickets: Under 1 hour for initial response, with resolution time based on issue severity. Emergency Incidents (System Outages, Security Breaches, Data Loss): Immediate escalation with an initial response in 15 minutes and ongoing updates until resolution. 3. Exclusions IPS is not responsible for service disruptions caused by: Scheduled Maintenance: Customers will receive prior notice of planned maintenance windows. Third-Party Failures: Outages caused by third-party vendors (e.g., internet providers, cloud platforms, software vendors). Customer Misconfiguration: Issues arising from unauthorized customer modifications. Force Majeure: Natural disasters, power failures, or other uncontrollable events. 4. SLA Compensation & Credit Requests If IPS does not meet the SLA commitments, customers may request service credits under the following conditions: Network Downtime: Customers receive a credit of 10 times (1,000%) the actual downtime beyond the guaranteed uptime. Cloud Downtime: Credits equivalent to 10% of the monthly recurring charge per hour of downtime beyond the SLA guarantee. Security Incidents: If a security breach occurs due to IPS’s failure to apply security updates, customers receive a full month’s service credit. Requests must be submitted within 5 business days of the incident. Total compensation cannot exceed the customer\u2019s monthly recurring charge. 5. Response Time \u2013 All Services IPS strives to provide rapid support response times: Phone & Live Chat: Initial response within 1 minute. Help Desk Tickets: Initial response within 1 hour. Emergency Incidents: Immediate escalation with updates until resolution. While these response times reflect our commitment to fast support, they are not guaranteed under this SLA. 6. SLA Credit Policy Compensation All requests for SLA compensation must be submitted within 5 business days of the incident. Compensation cannot exceed the customer\u2019s monthly recurring charge. Only one SLA credit may be issued per incident. If multiple SLA events occur simultaneously, compensation applies to only one event. SLA credits do not apply if the customer is in breach of IPS\u2019s Terms of Service or has outstanding payments. Additionally, third-party failures impacting IPS’s ability to meet SLA commitments are not eligible for compensation. 7. Terms & Modifications Compliance & Legal This SLA is subject to IPS\u2019s Terms of Service. IPS reserves the right to modify the SLA with prior notice to customers. This SLA reflects IPS\u2019s commitment to reliability, security, and service excellence across our IT offerings.<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-22745","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/pages\/22745","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/comments?post=22745"}],"version-history":[{"count":1,"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/pages\/22745\/revisions"}],"predecessor-version":[{"id":32460,"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/pages\/22745\/revisions\/32460"}],"wp:attachment":[{"href":"https:\/\/it-prosolution.com\/trust-center\/wp-json\/wp\/v2\/media?parent=22745"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}