Service Level Agreement (SLA)

General Terms

Any obligations of ITLTC under this Service Level Agreement (SLA) shall become null and void if the Client breaches ITLTC's Standard Incorporated Terms and Conditions. This includes, but is not limited to, failure to meet payment obligations to ITLTC.

Client Support Availability

General client support is available from 8:00 AM to 6:00 PM EST, Monday through Friday, excluding company-recognized holidays. These holidays include:

• New Year’s Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving Day and the Friday after

• Christmas Day

 

If a holiday falls on a Saturday, the preceding Friday will be recognized as the holiday.
If it falls on a Sunday, the subsequent Monday will be recognized instead.

MSP SLA is as follows:

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First Response Commitment
 

The first response time is defined as the time from when ITLTC is first notified via:
 

• Phone Call: Support Line – (954) 358-4441

• Email: HelpDesk@ITLTC.COM
   

While ITLTC will make every effort to resolve issues on the initial call, further information gathering and analysis may be required. Resolution within the first response time is not guaranteed; however, ITLTC will make reasonable commercial efforts to address the issue until resolved to the Client’s reasonable satisfaction.

For specific product warranties, refer to the ITLTC Standard Incorporated Terms and Conditions.

Emergency Support – 24/7/365
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Emergency Client Support is available 24/7/365 for issues that render critical business functions inoperable. Emergency support requests must be reported via phone only at:
 

• Support Line: (954) 358-4441 Ext. 6026

 

ITLTC will make every reasonable effort to respond within 15 minutes and resolve the issue as soon as possible thereafter.

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