{"id":6566,"date":"2026-05-20T17:47:52","date_gmt":"2026-05-20T22:47:52","guid":{"rendered":"https:\/\/ivcisa.com\/en\/?page_id=6566"},"modified":"2026-06-26T11:40:48","modified_gmt":"2026-06-26T16:40:48","slug":"service-level-agreement-sla","status":"publish","type":"page","link":"https:\/\/ivcisa.com\/en\/service-level-agreement-sla\/","title":{"rendered":"Service Level Agreement – SLA"},"content":{"rendered":"\t\t
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Service Level Agreement<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Committed to the continuity and performance of your operation<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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What is<\/b> an SLA?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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The foundation of our alliance: clarity in the timing, processes, and results of technical support<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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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).<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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The Objective of SLAs\n<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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We maximize the value of your support through quality commitments<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Transparency and Clarity:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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The SLA provides a detailed description of the services we offer, establishing clear expectations regarding performance, availability, and other essential aspects.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t

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Objective Performance Measurement:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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We define specific metrics to evaluate our performance, allowing an objective and transparent measurement of our commitment to quality.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t

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Defined Responsibilities:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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We clearly establish the responsibilities of both IVCISA and our clients, avoiding misunderstandings and ensuring smooth communication.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t

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Resolution Procedures:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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The SLA includes detailed procedures to address problems and resolutions in a timely manner, minimizing the impact on your operational experience.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t

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Service Guarantees: <\/p>\t\t\t\t<\/div>\n\t\t\t\t

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We include service guarantees that back our commitment to quality, detailing potential penalties in case of not meeting the agreed levels.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t

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Flexibility and Adaptability:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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Our SLA incorporates flexibility to adapt to your changing requirements, ensuring we can adjust as your business evolves.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t

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Scope of\n IVCISA SLAs<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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los SLA IVCISA<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tSupport Plans<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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SLA Times<\/b> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Details of maximum response times according to the priority of the incident and your support plan<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Priority<\/div><\/div><\/div><\/th>
Essentials<\/div><\/div><\/div><\/th>
Business<\/div><\/div><\/div><\/th>
Enterprise<\/div><\/div><\/div><\/th><\/tr><\/thead>\n\t\t\t\t\t\t\t\t
Critical <\/b>
(Main system inoperative)\n<\/div><\/div><\/div><\/td>
–<\/div><\/div><\/div><\/td>
–\n<\/div><\/div><\/div><\/td>
2h\n<\/div><\/div><\/div><\/td><\/tr>
High \n<\/b>
(Critical functionality degraded)<\/div><\/div><\/div><\/td>
–<\/div><\/div><\/div><\/td>
4h\n<\/div><\/div><\/div><\/td>
4h\n<\/div><\/div><\/div><\/td><\/tr>
Medium <\/b>
(Non-critical failure)<\/div><\/div><\/div><\/td>
16h<\/div><\/div><\/div><\/td>
16h<\/div><\/div><\/div><\/td>
16h<\/div><\/div><\/div><\/td><\/tr>
Low <\/b>
(No functional impact)<\/div><\/div><\/div><\/td>
24h<\/div><\/div><\/div><\/td>
24h<\/div><\/div><\/div><\/td>
24h<\/div><\/div><\/div><\/td><\/tr><\/tbody>\n\t\t\t<\/table>\n\t\t<\/div>\n\n\t\t<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Explanation of <\/b> SLA Levels<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Priority levels are established to ensure that clients receive timely and effective support. Below are more details on each severity level:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Severity<\/div><\/div><\/div><\/th>
Definition<\/div><\/div><\/div><\/th>
Criteria<\/div><\/div><\/div><\/th><\/tr><\/thead>\n\t\t\t\t\t\t\t\t
Critical<\/b>\n<\/div><\/div><\/div><\/td>
Main system inoperative, no workaround.<\/div><\/div><\/div><\/td>
Emergency that stops critical business operations. Total impact on the business, all users affected.\n<\/div><\/div><\/div><\/td><\/tr>
High\n<\/b>\n<\/div><\/div><\/div><\/td>
Critical functionality degraded, with serious impact on operations but system still partially available.<\/div><\/div><\/div><\/td>
Large number of users affected, limited operations, partial solutions exist.<\/div><\/div><\/div><\/td><\/tr>
Medium<\/b>\n<\/div><\/div><\/div><\/td>
Non-critical failure or technical query. Limited impact, with workarounds available.<\/div><\/div><\/div><\/td>
Limited number of users affected or without urgency.<\/div><\/div><\/div><\/td><\/tr>
Low<\/b>\n<\/div><\/div><\/div><\/td>
Request for general information or future improvement. No functional impact.\n\n<\/div><\/div><\/div><\/td>
Without impact on operations or users.\n\n<\/div><\/div><\/div><\/td><\/tr>
Consultancy<\/b>\n<\/div><\/div><\/div><\/td>
Solicitud de informaci\u00f3n general o mejora futura. No hay impacto funcional.\n\n\n<\/div><\/div><\/div><\/td>
Sin impacto en operaciones ni usuarios.\n\n\n\n<\/div><\/div><\/div><\/td><\/tr><\/tbody>\n\t\t\t<\/table>\n\t\t<\/div>\n\n\t\t<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Support <\/b> Team<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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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:<\/h3>\t\t\t\t<\/div>\n\t\t
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Phones:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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\u00a0Panama: +507 310-0956<\/span><\/p>

\u00a0\u00a0Dominican Republic: +1-8499365557<\/span><\/p>

\u00a0\u00a0Puerto Rico: +1-7862337647<\/span><\/p>

\u00a0\u00a0Colombia: +57-6017943626<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Support Tickets:<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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Know step-by-step how to manage tickets in our support system.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tTicket Guide<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Requirements and <\/b> User Management\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Client Requirements: For the client to take advantage of the support plans, they must comply with the following requirements:\n<\/h3>\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t1. Have an active support plan subscription with IVCISA.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t2. Provide IVCISA with detailed, clear, and descriptive information about the incident.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t3. Provide IVCISA with relevant information about potential changes made by the client before the incident.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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

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\u2713<\/span> Authorization and\/or offboarding data: First and last name, email, and role.<\/span><\/p>

\u2713<\/span> IVCISA’s process takes 24 hours for credentials delivery or user offboarding.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Disclaimer<\/b> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Compliance framework and operational liability limits in cloud environments<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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