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Service Level Agreement
Our uptime commitment, response times, and the credits you can claim if we miss them.
1. Scope
This Service Level Agreement (SLA) applies to paid Professional and Enterprise plans of the ICTDesk live support and ticketing platform hosted at service.ictdesk.net. Free trials, free-tier accounts, and self-hosted deployments are excluded. Where the SLA conflicts with the Terms of Service, the Terms govern except on the specific points addressed below.
2. Uptime Commitment
We commit to the following monthly uptime for the ICTDesk web application and API:
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
| Enterprise + Dedicated | 99.99% | ~4 minutes |
Uptime is measured at the load balancer using one-minute probes from at least two geographically distinct regions. A minute counts as down only if both probes fail.
3. What Counts as Downtime
"Downtime" means a sustained period during which the agent dashboard, the public chat widget endpoint, or the REST API returns HTTP 5xx or fails to establish a TCP connection. The following are not counted as downtime:
- Scheduled maintenance announced at least 48 hours in advance, performed inside the maintenance window stated for your plan.
- Issues caused by your own configuration (DNS misconfiguration, expired SSL certificates on your custom domain, firewall blocks).
- Force majeure — natural disasters, government action, large-region cloud-provider outages spanning multiple availability zones.
- Browser or third-party platform behaviour beyond our control (e.g., a major browser blocking third-party cookies overnight).
- Beta or labs features explicitly marked as not covered by the SLA.
4. Support Response Times
Response time is measured from when a ticket is opened in service.ictinnovations.com to when an engineer posts a substantive first reply.
| Severity | Definition | First Response (Pro) | First Response (Enterprise) |
|---|---|---|---|
| P1 — Critical | Production is down for all your agents or your visitors cannot reach the widget. | 4 business hours | 1 hour, 24×7 |
| P2 — High | Major feature broken, workaround possible. | 8 business hours | 4 hours, 24×7 |
| P3 — Medium | Minor feature issue, cosmetic bug, how-to question. | 2 business days | 1 business day |
| P4 — Low | Feature request, documentation question. | 5 business days | 3 business days |
5. Service Credits
If we fail to meet the monthly uptime commitment in any calendar month, you may request a service credit:
- Uptime between 99.0% and the committed threshold — 10% of monthly fees.
- Uptime between 95.0% and 99.0% — 25% of monthly fees.
- Uptime below 95.0% — 50% of monthly fees.
Credits are applied to the next monthly invoice. They are your sole and exclusive remedy for SLA breaches under this agreement. Credits do not exceed your monthly subscription fee and are not refundable as cash.
6. How to Claim a Credit
Open a ticket within 30 days of the end of the month in which the breach occurred. Include the affected dates and approximate downtime windows. We verify against our internal monitoring (Prometheus + UptimeRobot logs) and either issue the credit on the next invoice or explain why the claim falls outside this SLA. We aim to respond to credit claims within five business days.
7. Maintenance Windows
Routine maintenance (database upgrades, infrastructure patching, planned migrations) is scheduled for the following windows, announced via the status page at least 48 hours in advance:
- Professional plan — Sundays 02:00–05:00 UTC.
- Enterprise plan — coordinated individually; we propose a window and you confirm.
Emergency security patches may be applied outside these windows. We always announce them on the status page within minutes of starting work.
8. Updates to this SLA
We may revise this SLA from time to time. Material changes (anything reducing uptime targets or extending response times) are announced 60 days in advance and you may downgrade or cancel without penalty during that period. Cosmetic edits (typos, clarifications) take effect immediately and are noted in the change log on this page.
9. Contact
SLA questions, credit requests, and escalations should be opened at service.ictinnovations.com. Enterprise customers also receive a named technical account manager whose contact details are on the account page after onboarding.