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Service Level Agreement - SLA

Service Level Agreement (SLA)

Hosted Infrastructure And Software Service Agreement

At LABUSA we realize that the availability of your Internet based solution is of the utmost importance. Entrusting your solution and data to us is something that we approach with the highest regard. We offer a Service Level Agreement (SLA) that covers the multiple components that keep your site up and running. Our SLA is a contract between you, the customer, and LABUSA. It defines the terms of our responsibility and the money back guaranty if our responsibilities are not met.

This service level agreement (SLA) covers our suite of managed services solutions including our Email as a Service (EaaS), Electronic Fax as a Service (eFaaS), Software as a Service (SaaS), Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Video Surveillance as a Service (VSaaS). Your site's uptime is very important to us.

Network and Service Availability

We guaranty that our data center and cloud managed environments (collectively, our network) will be available 99.99% of the time in a given month, excluding scheduled maintenance.

The data center network means the portion of the LABUSA network extending from the outbound port on customer’s edge device to the outbound port of the data center border router and includes LABUSA managed services, servers, switches, routers, cabling, etc.

LABUSA will credit your account 5% of the monthly fee for each 30 minutes of network downtime over the allotted amount, up to 100% of your monthly fee for the affected server.

Support Ticket Incident Response

LABUSA’s customers can submit support service request ticket via the telephone, website interface, or email. The policy is to respond to all customer cases within 24 hours. An incident ticket is assigned a priority number based on the nature of the issue.

P1 - Critical

Outage of service 

Initial Contact: 1 hour 
Status Update: Every Hour 
Management Escalation: Immediate

P2 - High

Service accessible, buy significant features are unavailable. 

Initial Contact: 4 hours
Status Update: 6 hours
Management Escalation: 12 hours

P3 - Low

Errors but does not prevent access to significant features.

Initial Contact: 24 hours
Status Update: 4 business days
Management Escalation: 5 business days.

Initial Response. 

Initial response is defined to be the first contact by a Support Engineer after the incident has been logged and a ticket generated. A status update will be communicated to the customer if the incident cannot be resolved immediately. A final follow-up with the customer occurs on the resolution date. The ticket will remain open until confirmation is received that the customer is satisfied with the resolution. All communication on the status and resolutions is confirmed over email.

End-User acknowledges that not all P3 problems will require a workaround. LABSUA may, in its reasonable discretion, respond to a P3 problem by making the Error a feature request.

For P1 and P2 incidents, End-User shall initiate contact with LABUSA Support via telephone or a customer-specific web portal and indicate the probable category of the incident. For P3 incidents, End-User may email, telephone, or use the customer-specific web portal.

Support Ticket Incident Response

Other than the rights and interests expressly set forth in this Agreement, and excluding LABUSA equipment and the properties and works derived from LABUSA managed solutions, you reserve all right, title and interest (including all intellectual property and proprietary rights) in and to your content.


Disposition of Data

Upon request by Customer made before or within sixty (60) days after the effective date of termination, LABUSA will make available to Customer for a complete and secure download of Customer Data in their native format.


Personally Identifiable Information

Each party acknowledges that, in the course of performance hereunder, they may receive personally identifiable information that may be restricted from disclosure under the Health Insurance Portability and Accountability Act (HIPAA) and/or the Family Educational Rights and Privacy Act (FERPA). Notwithstanding any other provision of this Agreement, each party will be responsible for all damages, fines and corrective action arising from disclosure of such information caused by such party's breach of its data security or confidentiality provisions hereunder.

SLA Exclusions

The service commitment does not apply to any unavailability, suspension or termination of issues:

  • that result from a suspension described in any contract Agreement;
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of LABUSA;
  • that result from any actions or inactions of you or any third party;
  • that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control);
  • that result from any maintenance as provided for pursuant to the Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.


LAB Ghana, in partnership with US-based companies, is coordinating a trade mission to Accra Ghana. The West African regions offer tremendous opportunities for those interested in increasing their footprint in Africa. The trade mission is a way to showcase American businesses and put them in direct contact with local parties in Ghana.

January 16 – January 20, 2023

Register Here
handshaking in business partnership
speaker at a conference
Ghana Private Trade Mission

Benefits of participating:

  • Meetings with potential business partners
  • Growth of your international network
  • Develop a better idea of market opportunities
  • Knowledge and cultural exchange
  • Raises your business and professional profile


This international trade mission will give delegates seeking business opportunities in Ghana unparalleled exclusive access to companies, government agencies, and officials in the market. After a thorough market analysis and connecting with experts in the regions, we have determined to focus on certified minority-owned small businesses in the following key industries: Information Technology, Security, and Tourism.  Whether or not your company lies outside of these industry sectors, apply for the trade mission, and we will work with you to accomplish your objectives.

Why Ghana?

If doing business internationally in West African is the goal, then Ghana is the place.  The World Bank recognized the country as the best place for doing business in the Economic Community of West African States (ECOWAS).  Even in the difficult times during last year, where most countries did not show positive growth due to the global economic downturn, Ghana experienced a growth rate provisional of 7.4%.

Ghana designated 2019 as the Year of Return to commemorate 400 years since the first enslaved Africans arrived in Jamestown, Virginia, in the United States.  The Year of Return campaign was to capitalize on the links with African Americans and to boost Ghana’s tourism industry.  The sector’s contribution to the country’s GDP is at 5.5% and is a top priority for the government. 

Participation Cost

There is a required $1,200 participation fee for each company participant who attends the trade mission. The payment will be due at the time of registration. This cost includes:

  • All official trade mission events and material
  • Listing in the show catalog and electronic media
  • Trade specialists to assist with planning, and logistical assistance
  • Cultural and business market research
  • Assist with prearranged one-on-one meetings
  • Follow-up assistance after the mission
  • Ground transportation
  • Lunch and other meals

Additional Costs


There will be a select hotel for the delegation and event. Negotiated rates will align closely with $300-$350 per night.  

Cultural Excursion

Participants have the option of joining the trade delegation for cultural excursions in Ghana.  Those who wish to participate will be required to provide a $100 fee per person.


Sponsorship and promotions are available to participants and those who cannot attend. Options and availability will be provided.


Participants are responsible for booking and paying for their flights. PTM organizers will provide flight options with your event registration.


The PTM team will assist with the shipping and receiving of equipment from the airport to/from the hotel.  The participants are responsible for the shipping and insurance costs.  

Trade Mission Planning

Experience business professionals will tell you that the success at a trade mission is a direct result of the amount of preparation you do in advance.  Consider the following items to get  the most out of your PTM experience: 

Match Making in Advance

The PTM organizers can assist with arranging matchmaking meetings in advance. The matchmaking can include meetings with potential buyers, agents, distributors, joint-venture partners, consultants, and others.  This activity will help you target qualified contacts to meet your objective. To take advantage of this opportunity and make it useful, please do the following:

  • Meetings with potential business partners
  • Growth of your international network
  • Develop a better idea of market opportunities
  • Knowledge and cultural exchange
  • Raises your business and professional profile

Prepare Your Marketing Materials

Review and update your marketing and promotional materials with the host country Ghana in mind. Consider the following:

  • Adjust your value proposition on how it benefits Ghana and the local market.
  • Ensure your promotional material is world-class, professional, and reflects an understanding of the local market.
  • Include vital information on business cards and handouts. This includes country and area codes (ie. +1-281-393-8003), email and website addresses, complete mailing addresses for your company’s offices and representatives.
  • For those who are looking to export goods or services, perfect your sales pitch
  • Explain how your product or service can meet their specific needs.
  • Ask questions at the briefings to understand what your buyer is looking for, then customize your discussions.
  • Avoid overwhelming the buyer with too many details. Sum up the key benefits of your product or service in a few sentences.
  • Distinguish yourself from your competition. Use examples that demonstrate why your product or service is the best.
  • Provide visual presentations when possible, including videos, PowerPoint, hands-on demonstrations, etc.
  • PTM post-mission follow-up

Make sure your follow-up is consistent and focused on growing the business relationship.  After the PTM mission, send an email to the people you met during the mission.  Provide useful and relevant information, and thank them for meeting with you. This effort serves toward building solid, lasting trade relationships.  Also, update the organizers about contacts you made for help fostering the relationships. 


Contact Information

Note: The program details are subject to change.

Please check back for the latest information.
Contact PTM Representatives

Call: +1-713-903-3414 (U.S.)
Call: +(233) 024-249-2339 (Ghana)

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