Service Level Agreement

Last reviewed 2026. This page summarizes the SLA that governs IDEOLITY Managed Technology Services; the version referenced in your signed MSA controls in the event of any conflict.

Overview

IDEOLITY will provide the following services to support the Information Technology environment for clients that have subscribed to a Managed Technology Services Agreement. Support is delivered on-site or remotely, with technician schedules determined by IDEOLITY.

Service Hours

IDEOLITY employees will generally conduct their work during normal business hours, 8:30 A.M. until 5:00 P.M. U.S. Central Time, Monday through Friday, except holidays, and may elect to perform work outside of normal business hours at no additional cost.

Maintenance Windows

If work needs to be performed that will degrade or interrupt Core Services for greater than 20 minutes during the hours of 9 AM to 5 PM weekdays except holidays, IDEOLITY shall schedule a maintenance window in consultation with the Client's technical contact so that users will be notified in advance and operations will be minimally affected.

Services to Be Provided

Install, maintain and configure the Remote Monitoring and Management (RMM) information technology platform on all eligible client devices.
Perform necessary preventative and/or remediation steps associated with alerts, tickets and other information generated by the RMM.

Service Levels

IDEOLITY will manage, monitor and maintain all infrastructure devices not managed by another vendor or specifically excluded in the MSA, according to the device manufacturer's specifications and/or industry best practices, so that the local area network functions properly and remains in optimum operating condition.

IDEOLITY will monitor Client's Internet connection and work on behalf of Client to resolve connectivity interruptions or degradation in service. If the problem condition is caused by a third party (for example, the Internet Service Provider, fiber, telecom or cable company) IDEOLITY will work with that vendor as needed to achieve speedy resumption of services, provided that Client authorizes direct contact with the vendor.

IDEOLITY will ensure that Core Services are configured and maintained according to industry best practices so that they are secure and available during business hours. Should there be an unexpected failure, IDEOLITY will take action so that Core Services are returned to functionality according to the terms and timeline in this SLA.

Response Metrics for Core Services

Incidents affecting Core Services are categorized and addressed according to the following severity levels:

Level 1 — Critical

Critical Impact

Total loss of services, or the services are unable to fulfill their functions overall and/or their usability is severely degraded.

Acknowledged within 15 minutes · Initial response in 30 minutes or less · Resolution ASAP

Level 2 — High

High Impact

The services are able to fulfill their function overall, but there is significant loss of function or disruption to the use of the services.

Acknowledged within 15 minutes · Initial response within 1 hour · Resolution ASAP

Level 3 — Medium

Medium Impact

Faults that have been temporarily fixed or bypassed, or a work-around has been employed, but they still require a permanent fix.

IDEOLITY works with the client and other involved parties to determine and design an acceptable solution, outline costs, and communicate with all parties to resolve the issue as soon as feasible.

Core Services Included

Core Services covered under this SLA include:

Network security perimeter, router, firewall, and servers
Domain name service (DNS)
Data backups per SLA scope and schedule
Backup monitoring through activity logs and trial restoration
Security patches and updates to servers, routers, firewalls, and wireless access points
Anti-virus protection monitoring at the file server
File server administration, including disk usage and event log monitoring
Problem resolution for servers, routers, wireless access points, and other essential equipment
Application vendor coordination for server-based applications

Exceptions

For purposes of calculating availability, IDEOLITY may exclude, and shall not be held responsible for, failures to provide Services if any of the following exclusions exist:

Hardware defects or failures beyond IDEOLITY's control
Insufficient Client resources (power, environment, or otherwise)
Scheduled maintenance performed as described above
Undisclosed changes to the Client's network or infrastructure
Force majeure events
Client actions taken contrary to IDEOLITY's recommendations
Delays caused by circumstances beyond IDEOLITY's reasonable control
Loss of Internet connectivity provided by a third party

End User Support

IDEOLITY will provide end user support during scheduled on-site visits at no additional cost, up to the allocated time set forth in the Managed Service Agreement (MSA). There are exceptions, such as:

Instances that require an extra, non-scheduled physical visit
All after-hours requests
Requests involving a home visit
Excessive requests by or for an individual user
Instances resulting from experimentation
Instances caused by external actors, such as "drive-by" viruses or other malware attacks

IDEOLITY provides Help Desk response without limit at no additional cost via phone or email, on a best-efforts, as-available basis, for all clients during service hours.

Equipment, Component, or Software Repair or Replacement

IDEOLITY will verify the problem condition and either resolve it or determine the course of action that will resolve the condition with the best combination of speed and cost. Many computer components are warranted for extended periods, and IDEOLITY will assist the Client in taking advantage of manufacturers' warranties whenever feasible.

IDEOLITY will bill the Client separately for components provided to repair the device and for the time taken to repair the device or resolve the problem condition.