The Provider acknowledges the importance of operational continuity of the Services and undertakes to ensure high levels of reliability, performance and infrastructure availability.

This Service Level Agreement (SLA) defines the minimum guaranteed service levels relating to infrastructure availability and technical intervention procedures.

Network Quality

The network infrastructure of the Provider uses enterprise-grade equipment and redundant architectures in order to ensure high levels of reliability and operational continuity.

Network components are configured in a redundant manner in order to minimize single points of hardware failure. The network is multi-homed, through multiple connections to different network operators, in order to ensure stable connectivity and high performance.

Network Uptime

The Provider guarantees the availability of the datacenter network at 99.9% on an annual basis.

For the purposes of this SLA, downtime means the period during which the Client’s service is not reachable from the Internet due to problems attributable to the Provider infrastructure.

Downtime is calculated from the moment the service disruption is reported through the Ticket System or from the moment the disruption is detected by the Provider’s monitoring systems, until full service reachability is restored.

The following are not included in the SLA calculation:

• malfunctions caused by software, scripts or applications installed by the Client;
• issues resulting from incorrect configurations made by the Client;
• events attributable to third-party infrastructures or services;
• force majeure events.

This SLA does not cover the functioning of software installed on the servers.

Hardware Guarantee

The Provider guarantees the proper functioning of the hardware components necessary for the provision of the Services and undertakes to replace any faulty components at no additional cost to the Client.

The hardware intervention begins when the Provider identifies the specific fault through its diagnostic procedures.

The replacement of faulty hardware components is guaranteed within 4 (four) business hours from the identification of the fault.

If the intervention time exceeds this limit, the Client may request a credit proportional to the portion of the service fee corresponding to the period of service unavailability.

The intervention time does not include any time required for restoring data from backups, rebuilding RAID arrays, or other data recovery operations.

Service Disruption Credits

In the event of service unavailability exceeding 2 consecutive hours attributable to the Provider’s infrastructure, the Client may request a credit proportional to the portion of the service fee corresponding to the interruption period.

The credit will be granted only upon request by the Client and shall in no case exceed the amount of the fee relating to the affected service.