Service Levels

SERVICE LEVEL AGREEMENT:

Network SLA

InTouch Systems guarantees 99% network availability in a given calendar month.

Hardware SLA

InTouch Systems guarantees that the customer will not pay for a hardware service during service downtime due to a InTouch Systems hardware failure. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the service. Downtime is calculated from the time of notification of a genuine network or hardware fault by either InTouch Systems or the customer, and ends when the service is restored to full working order to the level specified in the product specification.

However, downtime is to be disregarded to the extent it is attributable to any abuse, misuse or modification of equipment or software by you and excludes any period during which the service is unavailable for the purposes of planned or routine maintenance or support.

Telephone Support: 9.00 a.m. – 5.30 a.m Monday – Friday

E-mail Support: 24 hour elapsed working hour response time

IP Monitoring: 24/7/365

Guaranteed Connectivity: 99%