Reliable support for
scientific projects.
This Service Level Agreement describes the general service framework used by IBD Character for communication, project support, response handling and service coordination.
Service scope
This SLA applies as a general framework to communications concerning IBD Character products, scientific services, research requests, project discussions and related support.
Specific service levels may differ depending on project complexity, product availability, supplier requirements, technical scope and any separate agreement established with the customer or research partner.
Service availability
IBD Character aims to provide responsive communication during its normal business operations. Availability may vary according to business hours, holidays, technical conditions and the nature of the requested service.
Communication and response
IBD Character aims to acknowledge incoming requests within a reasonable business timeframe. Response time depends on the type and complexity of the request.
These timeframes are general targets rather than guaranteed delivery commitments unless a separate written agreement specifies otherwise.
From request to resolution
Requests are generally handled through a structured communication process designed to clarify the scientific requirement before the appropriate response or solution is provided.
Shared responsibilities
Effective service depends on clear communication and timely exchange of relevant information between IBD Character and the customer or research partner.
IBD Character
- Review incoming requests.
- Provide relevant information when available.
- Communicate identified requirements or limitations.
- Coordinate appropriate follow-up where applicable.
Customer / Partner
- Provide accurate project information.
- Clearly describe technical requirements.
- Respond to clarification requests when needed.
- Provide required documentation or materials on time.
Service limitations
Response and project timelines may be affected by circumstances outside the direct control of IBD Character.
- Third-party or supplier delays.
- Product availability or manufacturing constraints.
- Shipping, customs or logistics conditions.
- Incomplete or delayed information from the customer.
- Technical infrastructure or communication interruptions.
- Unforeseen scientific or project requirements.
- Events beyond reasonable operational control.
Issue escalation
If a service issue requires additional attention, the customer may contact IBD Character and provide the relevant project, order or communication details.
Escalation may involve additional internal review, communication with relevant technical teams, or coordination with a supplier or external partner where appropriate.
Clear communication supports better outcomes.
Providing the relevant scientific, technical and operational context helps the IBD Character team understand requests and coordinate the appropriate next steps.
Changes to this SLA
This general SLA may be updated when service processes, communication channels or operational requirements change.
Where a specific project or customer agreement establishes different service levels, the terms of that specific agreement will apply to the relevant project.
Need support?
For service questions, project requests, product inquiries or support matters, contact the IBD Character team.
Let's coordinate your request.
IBD Character
7560 Apple Ln, Baileys Harbor, WI 54202, United States
(718) 513-2983
[email protected]
Have a research or service request?
Contact IBD Character to discuss your project, product needs, scientific requirements or collaboration.
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