Terms of Service
Service levels (Service Level Agreement) for the Information Technology services provided by Officina Digitale S.r.l.
This is an English translation, provided for convenience only. The binding version of this agreement is the Italian one: in the event of any discrepancy or dispute over interpretation, the Italian text prevails.
This document governs the quality, availability and technical performance of the services delivered to Clients. It does not cover simply browsing this website: for the processing of visitors' data, see our privacy notice and cookie policy.
1. Preamble and definitions
1.1 Purpose
This document sets out the Terms of Service (Service Level Agreement – SLA) for the Information Technology services provided by Officina Digitale S.r.l. (the “Supplier”) to its clients (the “Client”). These terms govern the quality, availability and technical performance of the services, independently of the General Terms and Conditions of Sale.
1.2 Definitions
- Service Desk: technical support centre handling incidents, service requests and change management.
- Incident: an unplanned interruption or degradation in the quality of an IT service.
- Service Request: a request for standard work, change management or technical information.
- Severity: classification of the impact of an incident across three levels (Severity 1, 2, 3).
- Uptime: annual percentage of service availability, calculated as (Total Time − Downtime) / Total Time × 100%.
- RTO (Recovery Time Objective): the maximum time allowed to restore the service after an incident.
- RPO (Recovery Point Objective): the maximum amount of data the Client accepts losing in a disaster.
- SLA (Service Level Agreement): the agreement on the service levels guaranteed by the Supplier.
- Scheduled Maintenance: planned updates, preventive maintenance or non-urgent patching.
- Data Center: the Supplier's physical infrastructure for hosting IT systems.
- Private Cloud: a cloud environment dedicated to the Client, managed by Officina Digitale in the Data Center.
- Public Cloud: cloud services provided by third parties (AWS, Microsoft Azure, Google Cloud, etc.).
2. Data Center / Private Cloud services
2.1 Description of services
Officina Digitale's Data Center services include:
- Dedicated servers (Bare Metal)
- Virtual servers (Infrastructure as a Service – IaaS)
- Housing / Colocation
- Private Cloud Computing
2.2 Availability guarantees
| Component | Guaranteed uptime | Note |
|---|---|---|
| Virtual infrastructure | 99.95% annual | — |
| Power and HVAC (Heating, Ventilation and Air Conditioning) | 99.99% annual | With redundant power sources |
| Internet accessibility | 99.95% annual | — |
2.3 Environmental conditions
- Temperature: 15°C – 28°C
- Relative humidity: 20% – 80%
2.4 Downtime and exclusions
Downtime is counted as such only where the service is completely inaccessible due to a failure of the Supplier's infrastructure. Performance degradation does not constitute downtime.
Scheduled Maintenance is excluded from the downtime calculation (see Section 4).
2.5 Backup
Backup is not included by default. The Client is responsible for implementing and verifying a backup strategy suited to its own needs. The Supplier may provide backup services under a separate agreement.
2.6 Data retention after contract end
After termination or expiry of the contract, the Supplier retains the Client's data for 30 days to allow migration to other infrastructure. After that period, the data is permanently and irreversibly deleted.
3. Service Desk
3.1 Standard service hours
The Service Desk is available during the following standard hours:
- Monday – Friday: 08:30 – 18:30 (CET/CEST)
Closed on Italian public holidays. 24x7x365 availability is guaranteed only under a specific contract.
3.2 Severity classification
| Level | Description |
|---|---|
| Severity 1 Critical – Emergency |
Work is completely blocked; critical impact on business-critical operations; loss or risk of loss of data. |
| Severity 2 High – Operational degradation |
Critical activities degraded; performance significantly reduced; partial workarounds available but business operations impaired. |
| Severity 3 Medium – Non-critical impact |
Non-critical activities degraded; minor impact on operations; workarounds available. |
3.3 Ticket logging and response times
Immediate logging: all incidents and requests are logged as soon as they are reported.
| Severity | Response time |
|---|---|
| Severity 1 | 1 working hour |
| Severity 2 | 4 working hours |
| Severity 3 | 8 working hours |
3.4 Guaranteed SLA
The Service Desk SLA is guaranteed for 90% of incidents within a calendar month. Statistical validity requires a minimum of 20 tickets per month.
4. Scheduled maintenance
Scheduled Maintenance is not counted in the guaranteed uptime calculation. The Supplier undertakes to give at least 48 hours' notice of potentially disruptive maintenance, communicating the expected timing to the Client through the ticketing system.
Maintenance is scheduled, as far as possible, in windows of minimum impact.
5. Disaster Recovery
RTO and RPO parameters are defined and agreed when the specific Disaster Recovery contract is signed.
SLA measurement: the Disaster Recovery SLA is measured during an actual DR activation or during authorised DR tests.
RPO (Recovery Point Objective): measured hourly through monitoring dashboards. The SLA is considered breached where the RPO falls below target for more than 5% of the year.
The Disaster Recovery procedure must be tested and documented in line with industry best practice.
6. Public Cloud services
Public Cloud services provided by third parties (AWS, Microsoft Azure, Google Cloud, IBM Cloud, etc.) are governed by the terms of service of the cloud provider itself.
Role of the Supplier: Officina Digitale acts as a reseller and provides no direct guarantees on third-party cloud services.
Limitation of liability: the Client may not suspend payment for cloud services because of availability or performance issues at the cloud provider. For disputes relating to cloud services, the Client must approach the provider directly.
7. Connectivity services
7.1 Term and renewal
Connectivity contracts have an initial term of 36 months with automatic annual renewal. The Client may give notice of termination with 90 days' notice.
7.2 Early termination
Where the Client terminates early relative to the contractual term, a penalty equal to 50% of the fees for the remaining period applies.
7.3 Feasibility checks
The availability of connectivity services is subject to technical feasibility checks at the Client's location. No defined activation timescales are guaranteed.
8. ISP services — domain registration
Officina Digitale acts as an intermediary in registering and managing internet domains with international registrars (ICANN, Register, etc.).
The Supplier accepts no liability for refusal or revocation of a domain registration decided by the registrar, which remains the Client's responsibility where international policies have been breached.
9. Service credits
9.1 Amount of the credit
Where the guaranteed SLA is breached, the Client is entitled to a service credit equal to one month's fee for the service concerned.
9.2 Nature of the credit
The credit is in lieu of any further claim for damages. The Client may not claim additional or proportional damages.
9.3 How to claim
The Client must report the SLA breach within 30 days of the end of the month in which it occurred. The claim must include evidence of the impact of the breach.
10. Limits of applicability of the SLA
The SLA does not apply in the following cases:
- Force majeure: catastrophic events, natural disasters, acts of public authorities.
- Emergency action: unforeseeable measures to safeguard the security of the infrastructure or of other Clients.
- Issues caused by the Client: misconfiguration, improper use, failure to apply critical security patches.
- Third-party software: defects in software installed by the Client that fall outside the Supplier's responsibility.
- External network failures: failures of internet providers or networks outside the Data Center.
11. Data processing in cloud environments
11.1 GDPR roles
In accordance with Regulation (EU) 2016/679 (GDPR), Officina Digitale acts as Data Processor for personal data processed through the cloud services, under the instructions of the Data Controller, which is the Client.
11.2 Regulatory compliance and certifications
Officina Digitale declares compliance with the following international standards:
- ISO/IEC 27001:2022 – Information Security Management Systems
- ISO/IEC 9001:2015 – Quality Management System
11.3 Data location
All Client data is held on infrastructure physically located within Italy or the European Union, in line with data sovereignty requirements.
11.4 Sub-processors
Officina Digitale informs the Client of the list of sub-processors (providers of technical services, backup, monitoring) with access to the data. Changes to the list are notified with 30 days' notice.
11.5 Security measures implemented
By way of example, the Supplier implements:
- Encryption in transit (TLS/SSL) and at rest (AES-256)
- Identity-based access control (IAM)
- Logging and monitoring of access and activity
- Redundant, geographically distributed backups
- Logical and physical isolation between Client environments
11.6 Responsibility model
Infrastructure as a Service (IaaS): the Supplier is responsible for the security of the infrastructure, the network and the storage. The Client is responsible for the operating system, firewall configuration, applications and access management.
Software as a Service (SaaS): the Supplier retains overall responsibility for the software platform, while the Client is responsible for managing its own data and access credentials.
12. Final provisions
12.1 Validity and updates
This document takes effect from the date shown at the top. Officina Digitale reserves the right to update the Terms of Service with 30 days' notice. Continued use of the services constitutes acceptance of the changes.
12.2 Relationship with the General Terms and Conditions
These Terms of Service supplement and give detail to the obligations contained in Officina Digitale's General Terms and Conditions of Sale. In the event of conflict, the provisions most favourable to the Client in relation to service levels prevail.
12.3 Contact
For any communication concerning these Terms of Service, or to report an SLA breach:
- Email: support@officinadigitale.it
- Phone: as stated in the commercial contract
- Address: Viale Trento e Trieste 10, 31100 Treviso (TV), Italy