---
title: "Service Level Agreement (SLA)"
url: "https://intelligentcontacts.com/resources/legal/service-level-agreement-sla/"
type: "page"
published: "2026-04-21T14:41:57-05:00"
modified: "2026-04-21T14:44:28-05:00"
author: "Emily Gonzalez"
---

lC and Client hereby enter into Schedule D Service Levels, under the Master Service Agreement (“Agreement”) dated DATE , by and between the Parties, on the following terms. The capitalized terms used herein shall have the meanings assigned to them in the Agreement, Section 1 hereof or as defined in the context in which such term is used.

###### **1. Service Levels:**

###### 1.1 The Service Levels set forth in this Schedule are applicable to the service provided on the Service Order.

###### 1.2 All Service Levels become effective on the Service Activation Date

###### 1.3 The Service Desk Response time service level metrics are effective during the IC Service Desk Hours of Operations – 7 am CST to 6 pm CST Monday through Friday.

###### 1.4 The table below is a listing of the Service Levels:

![](https://intelligentcontacts.com/old/wp-content/uploads/2023/08/SLA-Grid.png)