Innovative strives itself on efficient and effective customer service.  We have put together the following SLA (Service Level Agreement) expectations for both Initial Response to a Ticket Request/Issue and the expected Final Resolution.


SLA Description                                                                                 Initial Response Required Within Final Resolution Within          
URGENT* 1 hour 4 hrs
HIGH 4 hours 2 days
MEDIUM 3 days 14 days
LOW 3 days 30 days

* URGENT Issue:  Meant to only be used for full system down emergencies.  This priority will page the IDT engineers for immediate response and may incur additional charges for emergency level of response.


Also Note: Hours are based on normal business hours, M-F 7am-6pm.   Days are based on normal business days of M-F.  


If you feel your ticket is not getting the attention or required response, please feel free to escalate the priority of your ticket so we can properly adjust to the expectation.


Thank you!