Service Level Agreement

Committed to the continuity and performance of your operation

What is an SLA?

The foundation of our alliance: clarity in the timing, processes, and results of technical support

At IVCISA, we recognize the importance of providing exceptional and transparent service at all times. To ensure a fruitful collaboration and establish clear expectations, we have developed our Service Level Agreement (SLA).

The Objective of SLAs

We maximize the value of your support through quality commitments

Transparency and Clarity:

The SLA provides a detailed description of the services we offer, establishing clear expectations regarding performance, availability, and other essential aspects.

Objective Performance Measurement:

We define specific metrics to evaluate our performance, allowing an objective and transparent measurement of our commitment to quality.

Defined Responsibilities:

We clearly establish the responsibilities of both IVCISA and our clients, avoiding misunderstandings and ensuring smooth communication.

Resolution Procedures:

The SLA includes detailed procedures to address problems and resolutions in a timely manner, minimizing the impact on your operational experience.

Service Guarantees:

We include service guarantees that back our commitment to quality, detailing potential penalties in case of not meeting the agreed levels.

Flexibility and Adaptability:

Our SLA incorporates flexibility to adapt to your changing requirements, ensuring we can adjust as your business evolves.

Scope of IVCISA SLAs

los SLA IVCISA

The support scope is defined by the existence of a current support subscription and is governed by the terms and conditions of the specific IVCISA Support Plan that the client has acquired.

SLA Times

Details of maximum response times according to the priority of the incident and your support plan

The SLAs for incident and requirement management are defined and vary according to the contracted Support Plan (Essentials, Business, or Enterprise). Below are the maximum response times for each Priority Level and by plan type.

Priority	Essentials	Business	Enterprise
Critical (Main system inoperative)	–	–	2h
High (Critical functionality degraded)	–	4h	4h
Medium (Non-critical failure)	16h	16h	16h
Low (No functional impact)	24h	24h	24h

Explanation of SLA Levels

Priority levels are established to ensure that clients receive timely and effective support. Below are more details on each severity level:

Severity	Definition	Criteria
Critical	Main system inoperative, no workaround.	Emergency that stops critical business operations. Total impact on the business, all users affected.
High	Critical functionality degraded, with serious impact on operations but system still partially available.	Large number of users affected, limited operations, partial solutions exist.
Medium	Non-critical failure or technical query. Limited impact, with workarounds available.	Limited number of users affected or without urgency.
Low	Request for general information or future improvement. No functional impact.	Without impact on operations or users.
Consultancy	Solicitud de información general o mejora futura. No hay impacto funcional.	Sin impacto en operaciones ni usuarios.

Support Team

Support is provided by a team of certified IVCISA engineers. The team is available to respond to incidents and support requests through the following channels:

Phones:

Panama: +507 310-0956

Dominican Republic: +1-8499365557

Puerto Rico: +1-7862337647

Colombia: +57-6017943626

Support Tickets:

Know step-by-step how to manage tickets in our support system.

Requirements and User Management

Client Requirements: For the client to take advantage of the support plans, they must comply with the following requirements:

1. Have an active support plan subscription with IVCISA.

2. Provide IVCISA with detailed, clear, and descriptive information about the incident.

3. Provide IVCISA with relevant information about potential changes made by the client before the incident.

Support System Activation: For the registration, onboarding, authorizations, and offboarding of users for tickets and phone authorization, the client must write an email to the following address: soporte@ivcisa.com with the following data:

✓ Authorization and/or offboarding data: First and last name, email, and role.

✓ IVCISA’s process takes 24 hours for credentials delivery or user offboarding.

Disclaimer

Compliance framework and operational liability limits in cloud environments

IVCISA is not responsible for configurations and change controls from vendors or third parties.
IVCISA is not responsible for data loss due to configurations made by the client, vendors, or third parties.
IVCISA adheres to the AWS Shared Responsibility Model and applies it to AWS clients. For more information visit the original AWS portal compliance references.
IVCISA reserves the right to accept a Support Ticket requirement.

Ticket creation process

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How are response times structured according to the contracted SLA plan (Platinum, Gold or Silver)?

Response and resolution speed is determined by combining the incident’s priority level with your plan’s tier. The Platinum Plan offers the fastest and most demanding response times in the catalog, followed by the Gold Plan with intermediate timeframes, while the Silver Plan sets the maximum allowed time for handling requests.

Under what criteria is a technical failure classified as Severity P2 (High) instead of P1 (Critical)?

The difference lies in the continuity of the operation and the existence of technical alternatives:

Severity P1 (Critical): It is declared when there is a total impact on the operation of the business, essential services are completely down and there is no alternative to continue working.
Severity P2 (High): This applies when the incident causes a partial impact or severe degradation in system performance, but the organization has alternative routes or temporary solutions to maintain active operation.

Which technical team is responsible for handling emergencies outside of business hours?

The technical support structure divides its responsibilities into two specialized teams:

Help Desk: It operates on a standard 8/5 scheme to resolve general queries, mid-level configurations (P3) or minor requirements (P4).
Engineers on Duty: They operate under a total 24/7/365 coverage and are activated exclusively and immediately to attend to critical incidents classified as Severity P1.

What are the essential requirements that must be attached when reporting a case to avoid delays?

Within the best practices section, users are required to provide a set of technical evidence before submitting a ticket. This includes clear identification of the affected component, system error logs, a detailed description of the problem, and screenshots showing the failure.

What official technical documentation on service agreements can be downloaded from the website?

The portal includes a downloads area that provides the client with two key regulatory files for service transparency: the “Download SLA Matrix” button (which details the exact table of committed hours) and the “Download Support Policy” button (which governs the legal and operational guidelines for service).

How does IVCISA use "Performance Measurement" to ensure the quality of the agreement?

Through this pillar focused on transparency, the company generates regular reports and performance indicators that evaluate the actual performance of the support teams. This data allows for auditing whether the timeframes agreed upon in the SLA table are being met and serves as a basis for continuously optimizing customer service workflows.