Service standards
Clear expectations for support, maintenance and service scope.
These are iPTO’s published support targets and operating standards. A product, order, contract or agreed SLA may contain more specific terms; where it does, those terms take precedence.
| Priority | Typical examples | Acknowledgement target |
|---|---|---|
| Critical | Confirmed outage affecting a production service | Within 1 business hour |
| High | Major degradation or blocked business function | Within 4 business hours |
| Standard | Questions, changes, advice and non-urgent faults | Within 1 business day |
Maintenance and changes
- Planned work that may affect a customer service is normally communicated at least 48 hours in advance.
- Urgent security, provider or infrastructure work may require shorter notice.
- Maintenance notices describe the expected impact and any customer action required.
What each product page documents
- What the service is for and what is included.
- Price, currency, billing interval and required checkout information.
- Dependencies such as domains, registrar services, third-party platforms or customer-supplied content.
- Support route and any service-specific terms.
Important limitations
Response targets are not a promise that every issue will be resolved within the acknowledgement period. Availability, backup retention, restoration times, maintenance windows and credits vary by service and are only commitments when expressly included in the relevant product, order or contract terms. Internet, registrar, payment-provider and other third-party outages are outside iPTO’s direct control.
Need a service-specific SLA or technical specification before ordering? Contact s@ipto.tv.