This document describes support targets and included scope for SRV-CORE enterprise services: managed IT, cybersecurity monthly services, reporting monthly services, and fixed-scope professional engagements. It supplements our Terms of Service, Acceptable Use Policy, and Refund Policy.
1. Services covered
This SLA applies to active subscriptions and one-time engagements purchased from SRV-CORE LLC through https://accounts.srv-core.com, including:
| Service | Billing | Typical use |
|---|---|---|
| Managed IT Essentials | Monthly or annual subscription | Outsourced helpdesk, identity admin, vendor liaison |
| Cyber Essentials | Monthly or annual subscription | MFA, endpoint protection management, awareness |
| Reports & Dashboards (monthly) | Monthly or annual subscription | Ongoing dashboard and report maintenance |
| Cybersecurity Assessment | One-time | Fixed-scope security review and written report |
| Reports & Dashboard Setup | One-time | Initial KPI discovery, build, and handoff |
Custom development and other quoted work is governed by a separate statement of work (SOW) or quote confirmation, not this document alone.
2. Support channel and hours
| Item | Enterprise services |
|---|---|
| Channel | WHMCS support tickets |
| Portal | https://accounts.srv-core.com/submitticket.php |
| [email protected] | |
| Business hours | Monday–Friday, US Central Time, excluding U.S. federal holidays |
| Department | Sales & Projects for new inquiries; active subscribers use the client area ticket system |
3. First response targets
These are first-reply goals, not resolution guarantees or uptime commitments.
| Service | First response target |
|---|---|
| Managed IT Essentials | 8 business hours |
| Cyber Essentials | 8 business hours |
| Reports & Dashboards (monthly) | 12 business hours |
| One-time assessments / setup | Per order confirmation (typically within 2 business days to acknowledge and schedule kickoff) |
4. Onboarding
Monthly and annual subscriptions include a discovery call before service delivery begins. Scope scales with users, devices, and complexity as described on the service page and at checkout.
One-time engagements begin after payment and scheduling confirmation. Deliverables and timelines are defined in the product description and order confirmation.
5. What is included (monthly subscriptions)
Within the scope described at checkout and in your client area:
- Helpdesk and ticket-based support during business hours
- Remote administration of agreed systems (e.g., Microsoft 365, Google Workspace, endpoints) where access is provided
- Scheduled reviews and maintenance described in the plan (e.g., quarterly access review for Managed IT Essentials)
- Vendor liaison and guidance for technology decisions within scope
6. What is not included
Unless explicitly agreed in writing:
- On-site visits (remote-first delivery)
- Hardware procurement or break/fix for unsupported legacy systems
- 24/7 or emergency response (available only by separate agreement)
- Legal, compliance attestation, or regulated-industry certification
- Unlimited custom development (see quoted projects)
- Hosting infrastructure (see Business Plan SLA or hosting plans)
Work outside included scope may be quoted at $95/hour or as a fixed-scope project.
7. Client responsibilities
You agree to:
- Provide timely access to systems, credentials, and stakeholders needed for delivery
- Maintain accurate billing and primary contact information
- Use strong authentication and follow our security guidance
- Notify us promptly of personnel changes affecting access or scope
8. Cancellation (monthly subscriptions)
Monthly subscriptions renew automatically until cancelled in the client area before the renewal date. See our Refund Policy for refund eligibility. We recommend 30 days' notice before cancellation when possible so we can complete knowledge transfer.
9. No uptime guarantee
Enterprise services are professional and managed services, not infrastructure uptime warranties. Website or application availability for systems we do not host is not covered by this SLA.
10. Changes
We may update this document at https://srv-core.com/legal/sla-enterprise/. Material changes will be reflected in the date above and, where appropriate, communicated to active subscribers.
11. Contact
Email: [email protected]
Tickets: https://accounts.srv-core.com/submitticket.php