This Service Level Agreement ("SLA") establishes iCompaas's commitment to service quality and reliability. In addition to any standard terms, iCompaas shall perform the Services in accordance with the minimum service levels outlined in this document.
The iCompaas Compliance Platform is designed to continuously monitor your infrastructure. We commit to scanning your infrastructure every 12 hours throughout the duration of your service period (typically an annual cycle).
| SLA Item | Frequency / Timing | Timeline Commitment |
|---|---|---|
| iCompaas Compliance Platform | Scans infra every 12 Hours | 1 Year |
| Overall Certification* | Yearly | 6 to 8 Weeks |
| Auditor coordination for Certification Draft | When initiating certification | Within 14 Days |
| Monthly Roadmap Review meetings | Monthly after Certification | 1 Year |
| Vulnerability Assessment and Penetration Testing (VAPT) | Per engagement scoping | Reports delivered within 30 days of scoping |
* Timelines for certification, including the ISO27001 Compliance Certification (6 to 8 Weeks), are contingent upon the Customer successfully and promptly remediating the Critical and High-severity issues identified in the compliance gap analysis.
Evidence gathering for compliance audits and assessments will be performed on a Need Basis as required by the specific certification process and auditor requests.
The Customer is responsible for completing the remediation activities identified in the compliance gap analysis. Timelines provided in this SLA (such as the 6 to 8 weeks for overall certification) apply provided that the Critical and High-severity issues are remediated by the Customer in a timely manner. Auditor coordination (within 14 days) begins after the Customer has shared all necessary details.
In the event that iCompaas fails to meet the above service levels due to iCompaas's performance issues, the Customer shall be entitled to a service extension equal to the delay period.
If you experience issues that require immediate attention or escalation, please refer to the following contact matrix for iCompaas:
| Name | Role | Point of Contact | Email ID |
|---|---|---|---|
| iCompaas Customer Success | Customer Success | 1st Level Escalation | [email protected] |
| Ravi Polumuru | Compliance Manager | 2nd Level Escalation | [email protected] |
For inquiries, please contact [email protected].