Last Updated: February 6th, 2026
This Service Level Agreement (“SLA”) outlines the service availability, support standards, and responsibilities provided by Innovative Global Vision (“IGV,” “we,” “us,” or “our”) to clients (“Client,” “you,” or “your”) receiving website hosting, maintenance, and support services.
This SLA applies only to services explicitly included in a signed agreement, proposal, or active subscription plan with IGV.
This SLA applies to the following services when included in the Client’s active plan:
Website hosting on IGV-managed infrastructure
Website monitoring and uptime tracking
Routine platform, theme, and plugin updates
Basic performance monitoring
Technical support related to hosted websites
Services not expressly included in a signed agreement are excluded from this SLA.
IGV targets 99.9% monthly uptime for websites hosted on IGV-managed servers.
Uptime is defined as the ability for end users to access the Client’s website over HTTP/HTTPS, as measured by IGV’s monitoring systems.
Uptime calculations exclude downtime caused by:
Scheduled or emergency maintenance
Client-initiated changes or third-party integrations
Force majeure events (including natural disasters, power failures, or internet backbone outages)
Failures caused by third-party services, APIs, DNS providers, or software not managed by IGV
IGV performs routine maintenance to ensure platform security, stability, and performance.
Scheduled maintenance is typically performed during off-peak hours
Advance notice will be provided when reasonably possible
Scheduled maintenance does not count against uptime calculations
Emergency maintenance may be performed without prior notice when required to protect websites, servers, or data integrity.
IGV uses automated monitoring systems to track website availability.
Monitoring is used to detect outages and service disruptions
Monitoring data is considered authoritative for uptime calculations
Client-reported issues are welcome and investigated but may not alter measured uptime
Support requests must be submitted via email:
US clients: support@igvinc.com
Canadian clients: support@igvinc.ca
Approved ticketing or client portal systems may also be used when applicable.
IGV provides standard support Monday through Friday during regular business hours, excluding statutory holidays.
After-hours support is available for urgent issues affecting website availability or core functionality. Response times may vary outside standard business hours.
IGV provides continuous cross-border coverage:
During US holidays, support is provided by IGV’s Canadian team
During Canadian holidays, support is provided by IGV’s US team
| Issue Type | Description | Target Initial Response |
|---|---|---|
| Critical | Website completely inaccessible | Within 15 minutes |
| High | Core functionality impaired | Within 30 minutes |
| Standard | Non-critical issues or questions | Within 1 hour |
After-hours support applies outside of standard business hours, including evenings, weekends, and statutory holidays.
| Issue Type | Description | Target Initial Response |
|---|---|---|
| Critical | Website completely inaccessible | Within 15 minutes |
| High | Core functionality impaired | Within 2 hours |
| Standard | Non-critical issues or general inquiries | Next business day |
Important Notes:
Response times represent acknowledgment of the request, not guaranteed resolution
After-hours support prioritizes Critical and High issues
Resolution timeframes depend on issue complexity, third-party dependencies, and required approvals
To receive services under this SLA, the Client agrees to:
Maintain accurate contact and billing information
Provide timely access, credentials, and approvals when requested
Avoid unauthorized changes to hosted systems
Use supported software versions when reasonably possible
Delays caused by incomplete information or lack of Client response may affect service timelines.
If monthly uptime falls below the stated target due to failures within IGV-controlled infrastructure, the Client may request a service credit.
| Monthly Availability | Credit |
|---|---|
| Below 99.9% | 10% of monthly hosting fee |
| Below 99.0% | 25% of monthly hosting fee |
Conditions:
Credits must be requested in writing within 30 days
Credits apply only toward future services
Credits are the Client’s sole and exclusive remedy
Credits do not apply to setup fees, third-party services, or add-ons
To the maximum extent permitted by law:
IGV is not liable for indirect, incidental, or consequential damages
Total liability shall not exceed the fees paid for the affected service during the prior three (3) months
IGV does not guarantee business outcomes, rankings, traffic, leads, or revenue
This SLA does not cover:
Custom development or enhancement requests
Content creation or editorial services beyond defined maintenance scope
SEO performance or advertising results
Third-party licensing issues
Malware or security issues caused by unauthorized access or client actions
IGV may update this SLA periodically to reflect service or operational changes.
Updates will be published on the IGV website
Continued use of services constitutes acceptance of the updated SLA
This SLA supplements, but does not replace, the Client’s primary service agreement.
In the event of a conflict, the signed agreement shall govern.
US clients: support@igvinc.com
Canadian clients: support@igvinc.ca
