SLA is the acronym for Service Level Agreement, a contractual tool with which the service metrics that must be respected by the service provider (Cloud Provider) towards its clients are defined.
Specifically, the SLA relating to the service contract offered by CoreTech refers to:
In the diagrams we can distinguish the difference between IaaS and SaaS systems and the differences in responsibility for CoreTech as a cloud provider and for the client.
For IaaS services, CoreTech manages and is responsible for: Network, Storage, Servers and Virtualization. The client is instead responsible for: Operating System and all of the above installed.
For SaaS services, CoreTech manages and is responsible for the entire stack, from the Network to the Application. The client, on the other hand, is responsible for his own data and for the security inherent in the custody of the same and for the authentication parameters for the service.
By its nature, SaaS services having N additional levels compared to IaaS services, are subject to potential greater disruptions due to the components overlying the architecture, such as the operating system and installed applications.
For these reasons, the SLAs of services related to IaaS are generally higher than those related to SaaS services.
The following SLAs serve the purpose of giving indications on the levels of service that systems hosted in the CoreTech cloud can have. The servers hosted in the CoreTech cloud have the same network infrastructure, hardware and software as the systems whose service levels are shown on this page.
La gestione, la cura, il monitoraggio e la tempestività nella gestione dei server dei clienti rimane a carico del cliente e non di CoreTech, salvo diversamente concordato attraverso appositi servizi opzionali.
Therefore CoreTech with the publication of the following service levels guarantees that the network infrastructure is able to maintain high levels of SLAs and therefore minimum disruptions, but does not guarantee that the server of each customer can have the same SLAs, as it is only the customer is responsible for managing the servers for problems that go beyond the CoreTech cloud architecture.
| October | Las 60 days |
| 99,986% | 99,951% |
| Best | Worst |
| 99,998% | 99,888% |
| October | Las 60 days |
| 99,975% | 99,869% |
| Best | Worst |
| 99,993% | 99,759% |
The monitoring probes are located in another data center on an external network.
The systems indicated in the example are monitored constantly every 60 seconds.
The indicated SLAs are calculated from the average of the SLAs of the individual servers for each system considered.
For the indicated SLAs, the times of unreachability of services due to scheduled activities, such as reboots of operating systems or software updates, were not deducted. The monitoring probes refer to HTTP / HTTPS access and not to the simple PING of the system (which only determines its reachability).
It means periods of one or more minutes of disruption.
Partial minutes or intermittent outages for a period of less than one minute are not counted as outages.
Suspensions, technical assistance and maintenance as per contract art 16 and art 34 are not considered disservice.
Maintenance is indicated in advance on the page System Status
It means the total number of minutes in a month, minus the total number of minutes of outage in a month, divided by the total number of minutes in a month.
Inefficiencies are calculated on a monthly basis.
Example:
Calculate UpTime:
| Uptime | Downtime by month |
| 100% | 0m |
| 99.999% | 0.4m |
| 99.99% | 4m |
| 99.9% | 43m |
| 99.8% | 1h 26m |
| 99.7% | 2h 10m |
| 99.6% | 2h 53m |
| 99.5% | 3h 36m |
| 99.4% | 4h 19m |
| 99.3% | 5h 2m |
| 99.2% | 5h 46m |
| 99.1% | 6h 29m |
| 99.0% | 7h 12m |
In case of disservice beyond the terms of the SLAs guaranteed in one month, the client is entitled to a service credit as the only and exclusive form of reimbursement. The client cannot unilaterally interrupt the payment of the monthly fees applicable to the service which is the subject of a complaint about disservice.
In case of disservice beyond the terms of the SLAs guaranteed in one month, the client is entitled to a service credit as the only and exclusive form of reimbursement.
To receive any refund request relating to the unexpected event, the client must notify CoreTech by opening a ticket to Technical Support within 7 days of detecting the event. Simultaneously with the opening of the reports to the support, the client must provide the server log files from which the loss of connectivity to the outside can be verified with the date and time in which such errors occurred, including by way of example the description details of the problem encountered, the number and users affected by the problem (if applicable), the description of the attempts made to resolve the unexpected event when it occurred.
If this information is not provided, the client waives the right to receive a refund credit.
With respect to a complaint related to Cloud services, CoreTech will evaluate all information reasonably in its possession such as logs and logs of its systems, reports of the monitoring systems or other information. At the end of the checks, no later than 20 days, it will determine in good faith whether the client is entitled to a Service Credit.
If the company (end-client) has purchased a service from a partner, the Service Credit will have to receive it directly from the reseller and the reseller will receive the credit directly from CoreTech.
| IaaS | |
| <99,95% (21m 54s) = 10% | |
| <99,85% (1h 5m 44s) = 20% | |
| <99,00% (7h 18m 17s) = 50% | |
| SaaS | |
| <99,8% (1h 26m) = 10% | |
| <99,5% (3h 36m) = 20% | |
| <99,00% (7h 18m 17s) = 50% | |
Example:
SLA <99,95%
That is, over 21 minutes of disruption
Refund Credit 10% of the service = 10 Euros
Recognizing 10% of the service value as a refund means recognizing the client a multiple of the value of the downtime of the service itself, for example, 10 Euros correspond to 4329 minutes of service. So a client who has an outage of 23 minutes, i.e. 1 minute longer than the minimum SLA level (99.95%), will receive a credit corresponding to 4329 times the price paid for the service per minute.
Version 2 dated 04/11/2021
| Description | |
| Remote cloud backup service
Link |
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| Roles and responsibilities | |
|
CoreTech acts as Manager or Sub Responsible for all treatments, while it is the owner of customer contact data only.
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. Link |
|
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
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Monthly SLA 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 24 hours in advance are excluded (except for emergencies related to safety problems that require our immediate intervention) |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% for more information visit the site https://www.coretech.it/it/service/systemStatus/SLA_servizi.php |
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| Backup | |
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The service is offered with 1 replicated storage (Backup Set) The Backup Set is replicated on Cloud Storage S3 - located in a DataCenter outside Italy in a country of the European Union |
|
| Backup Set | The user is autonomous in setting his own Retention policies and verifying their outcome through Monitoring. |
| Problem Tolerance | |
| Multiple Servers |
The servers that provide the 1Backup service are different These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes. The customer should take care to allocate the Backup agents on different servers. The Backup Servers benefit from the Stellar infrastructure. Stellar site |
| Configuration Storage Raid6 | The disk configuration of the backup destination storage is in RAID6 the storage on which the data backups reside has double power supply and double network connectivity the disk controller is double |
| Disaster Recovery | Backup set to another Datacenter in S3 mode |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
Available and web interface or specific client software.
the customer is the only one who has the passwords to access the archive boxes. CoreTech cannot access the data as it is encrypted. |
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| Contract Cancellation / Closure | |
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The user is autonomous in the cancellation of their data. If not canceled, CoreTech will cancel them after 30 days from the cancellation of the service. To request cancellation of the service, you must send via pec coretech@pec.coretech.it within 30 days from the automatic renewal of the service. |
|
| Portability | |
| The data can only be exported using Restore by the customer. | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
|
Support page - Link
Product page - Link |
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| FAQ | |
|
Faq - Link
Terms and conditions - Link |
Version 2 dated 04/11/2021
| Description | |
|
Archiving of e-mail in the cloud. The software generates 1: 1 copies of all emails in a central repository and ensures the long-term availability of large amounts of data to assist with regulatory compliance. Product Page |
|
| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. Link |
|
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
Monthly SaaS 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 24 hours in advance are excluded. (except for emergencies related to safety problems that require our immediate intervention) |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% for more information visit the site https://www.coretech.it/it/service/systemStatus/SLA_servizi.php |
|
| Backup | |
|
The Mailarchive service includes the Backup service replicated on Cloud Storage S3. Backup is done using the 1Backup service |
|
| Data Backup | Daily - 60 day retention - 1Backup encryption. |
| VM backup of the server | Daily night - 3 day retention. |
| Restore | By request to customer support who will restore what is requested. |
| Geographical replication | The Backup is replicated on Cloud Storage S3 - located in a DataCenter outside Italy in a country of the European Union. |
| Problem Tolerance | |
| Multiple Servers | The servers that provide the Mailarchive storage service are different and multiple. These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes. The customer should take care to allocate mail storage domains on different storage servers. MailArchive Servers benefit from the Stellar infrastructure. Stellar site |
| Disaster Recovery | Replicated data and backup set on another Datacenter. |
| Configuration Storage Raid6 | The disk configuration of the backup destination storage is in RAID6. The storage on which the data backups reside has double power supply and double network connectivity and the disk controller is double. |
| Support | |
| Support Page - Link | |
| Access to Data | |
| Available and web interface or specific client software. The customer is the only one who has the passwords to access the archive boxes. CoreTech cannot access the data as it is encrypted | |
| Contract Cancellation / Closure | |
| The data is deleted after 30 days from the termination of the service. | |
| Portability | |
| Independently by exporting the mail pst file. | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
|
Cloud Email Archiving - Link
KB User Access - Link |
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| FAQ | |
| Faq - Link |
Version 2 dated 04/11/2021
| Description | |
|
Scalable Web Hosting Product Page |
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| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. Link |
|
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
Monthly SaaS 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 24 hours in advance are excluded. (except for emergencies related to safety problems that require our immediate intervention) |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% |
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| Backup | |
|
The RocketWeb service includes Backup with replication on Cloud Storage S3 The Backup is done through Plesk and subsequently through the 1Backup service |
|
| Data Backup | Daily - 35 day retention - 1Backup encryption. |
| VM backup of the server | Daily night - 5 day retention. |
| Restore | By request to customer support who will restore what is requested. |
| Geographical replication | The Backup is replicated on Cloud Storage S3 - The replica is located in a second Data Center located within the European Union (not in Italy) |
| Problem Tolerance | |
| Multiple Servers |
The servers that provide the service are different and multiple These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes The Services benefit from the Stellar infrastructure Stellar site |
| Configuration Storage Raid6 |
The disk configuration of the backup destination storage is in RAID6 The storage on which the data backups reside has dual power supplies, dual network connectivity and dual disk controllers |
| Disaster Recovery | Replicated data and backup sets on another Data Center. |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The customer is in possession of the access data to the Plesk management panel and the ftp access data of the site In the case of Wordpress, the customer is the only one who has access data to the administrative backend CoreTech at the request of the customer can access the data contained in the site from the management panel or directly from the file system |
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| Contract Cancellation / Closure | |
| The data is deleted after 30 days from the cancellation of the service | |
| Portability | |
| It is possible through FTP access to extrapolate all data including the Databases. | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
| KB RocketWeb - Link |
Version 2 dated 04/11/2021
| Description | |
|
E-mail service on a shared server Product Page |
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| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. Link |
|
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
Monthly SaaS 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 24 hours in advance are excluded. (except for emergencies related to safety problems that require our immediate intervention) |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
|
the e-mail service includes the backup service replicated on Cloud Storage S3 Backup is done using the 1Backup service |
|
| Data Backup | Daily - 60 day retention - 1Backup encryption |
| VM backup of the server | Daily night - 5 day retention |
| Restore | By request to customer support who will restore what is requested |
| Geographical replication | The Backup is replicated on Cloud Storage S3 - The replica is located in a second Data Center located within the European Union (not in Italy) |
| Problem Tolerance | |
| Multiple Servers |
The servers that provide the service are different and multiple These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes Sygma Servers benefit from the Stellar infrastructure. Stellar site |
| Configuration Storage Raid6 |
The disk configuration of the backup destination storage is in RAID6 The storage on which the data backups reside has dual power supplies, dual network connectivity and dual disk controllers |
| Disaster Recovery |
Replicated data and backup sets on another Data Center. |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The customer in possession of the access data to the service can access the data only via webmail or mail client The customer is the only one who has the passwords to access the mailboxes CoreTech, upon customer request, can access data via file system |
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| Contract Closure/Data Cancellation | |
| The data is deleted after 30 days from the cancellation of the service | |
| Portability | |
| Autonomous export to PST of all mail, with any mail client o At the customer's request, willingness to export mail archives on magnetic supports or in interchange areas (activity to be quantified economically) | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
| KB Kerio Connect Cloud Link | |
| KB RocketMail Link |
Version 2 dated 04/11/2021
| Description | |
|
Cloud Server - virtual machine (VM) in Vmware Cluster environment Product Page Stellar site |
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| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. As reported below Link |
|
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
IaaS Monthly 99,95% (21m 54s) |
|
| Penalties | |
|
SLA IaaS <99,95% (21m 54s) = 10% <99,85% (1h 5m 44s) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
| Stellar's service includes the Backup service replicated on Cloud Storage S3 | |
| Data Backup |
CoreTech provides the 1Backup tool for VM data backups The complete management of the backup schedules is the responsibility of the customer The customer is responsible for retention of the backup data (retention period) 1 Full VM backup every 30 days (night time). The backup overwrites itself every 30 days |
| VM Backup |
1 Full VM backup every 30 days (night time). The backup overwrites itself every 30 days 1 Full VM backup every 30 days (night time). The backup overwrites itself every 30 days The VM backup is performed on a different storage than the one used for the VM itself The customer must verify the success of the backups and verify the consistency by periodically trying the restore |
| Restore | By request to customer support who will restore the requested VM |
| Geographical replication | The Backup is replicated on Cloud Storage S3 - The replica is located in a second Data Center located within the European Union (not in Italy) - only for Backup performed with 1Backup Service |
| Optional Service - for a fee |
It is possible to request VM backups with retention or frequency other than the one included You can optionally request a disaster recovery in another data center. It is possible to optionally request a Business Continuity project |
| Problem Tolerance | |
| Multiple Servers |
Stellar Cloud Servers are configured on 3-node server cluster on shared storage These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes The servers have dual power supplies and dual controllers Hypervisor Vmware environment |
| Configuration Storage Raid6 |
The disk configuration of the backup destination storage is in RAID6 The storage on which the data backups reside has dual power supplies, dual network connectivity and dual disk controllers |
| High Availability Function |
Default function, in the event of a fault on one of the nodes, the cloud server is started on one of the other hypervisors that make up the cluster In this case the VM is restarted. |
| Fault Tolerance function |
Service that can be requested as an option. In the event of a fault in one of the nodes, the cloud server is not restarted, as there is continuous synchronization of the RAM and CPU registers between the hypervisors that make up the cluster |
| Disaster Recovery – Business Continuity | The VM Backup included in the standard service allows for disaster recovery at the same data center. |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The customer in possession of the access data to the server can access the data contained therein CoreTech does not have direct visibility of the data contained in the server but only of the image file of the VMware virtual machine CoreTech can access the server only at the request of the customer which must take place as per procedure |
|
| Contract Closure/Data Cancellation | |
| The data (server image files) are deleted 30 days after the service is canceled | |
| Portability | |
| On request export in ova of the VM. 1 time for free, the following times to be paid according to the hourly rate. | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
| KB Stellar Link | |
| FAQ | |
| FAQ Stellar Link |
Version 2 dated 04/11/2021
| Description | |
|
Sygma, Platform Defined IT Work. The Sygma Panel is an exclusive customer management system which, in addition to integrating a customizable database with all the information required for optimal management of your customers' IT infrastructure, also has integration systems with Mail, Firewall, VoIP, Remote Backup and Email Archiving. With Sygma it is possible to manage the Cloud in all its areas and, at the same time, organize work processes. Thanks to the integration of the Cloud, with Sygma you can manage from a single platform Server, Backup, Email, Email Archiving, SMTP Account, Storage and various other services. The Sygma Connect remote control system is included in the Pro and Unlimited versions. Product Page |
|
| Roles and responsibilities | |
|
CoreTech acts as Manager or Sub Responsible for all treatments, while it is the owner of customer contact data only.
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. Link |
|
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
IaaS Monthly 99,95% (21m 54s) |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
|
The Sygma service includes Backup with replication on Cloud Storage S3 The Backup is done through Plesk and subsequently through the 1Backup service |
|
| Data Backup |
Front-end server data is replicated between web server nodes. The databases are replicated in a master/slave configuration. Retention 60 days With further copy on another Storage in another Datacenter located in the Netherlands |
| VM backup of the server |
Database Server Backup every 3 hours - Front End Server backup daily nightly. Other servers that make up the infrastructure have different backup and retention schedules. |
| Restore | restoration available on request at dev@coretech.it - hourly cost |
| Geographical replication | The Backup is replicated on Cloud Storage S3 - The replica is located in a second Data Center located within the European Union (not in Italy) |
| Problem Tolerance | |
| Multiple Servers |
The Sygma Infrastructure consists of a large number of servers. These servers are virtual machines residing on multiple Vmware clusters with 3 physical nodes. It is recommended that the customer allocate mail storage domains on different storage servers Sygma Servers benefit from the Stellar infrastructure. The infrastructure can have balancing elements at other data centers or at other cloud providers. Stellar site |
| Configuration Storage Raid6 |
The disk configuration of the backup destination storage is in RAID6 The storage on which the data backups reside has dual power supplies, dual network connectivity and dual disk controllers |
| Disaster Recovery |
Replicated data and backup sets on another Data Center. |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The client is in possession of the access data to the Sygma management platform. The client must provide for the 2-factor authentication that the platform makes available. CoreTech can access some data contained in the system databases. CoreTech cannot access encrypted information contained in the database such as passwords. |
|
| Contract Closure/Data Cancellation | |
| The data is deleted after 60 days from the termination of the service. | |
| Portability | |
| Excel export for ticket and activity list or you can request specific development at an hourly rate | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
|
Sygma Site Link
KB Sygma Link Forum Sygma Link |
Version 2 dated 04/11/2021
| Description | |
| Remote Control Software Product Page |
|
| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. As reported below Link |
|
| Management platform | |
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| Geographic location Gateway | Mainly in Italy, then Germany and Great Britain |
| SLA | |
|
IaaS Monthly 99,95% (21m 54s) |
|
| Penalties | |
|
SLA IaaS <99,95% (21m 54s) = 10% <99,85% (1h 5m 44s) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
|
All user and Peer data are saved in Sygma, therefore no Backup is necessary as it is already provided for the Sygma service on which it relies. |
|
| Backup | |
|
All user and Peer data are saved in Sygma, therefore no Backup is necessary as it is already provided for the Sygma service on which it relies. |
|
| Problem Tolerance | |
| Multiple Servers |
The Sygma Connect service consists of an infrastructure consisting of a large number of servers located on different Datacenters (for example Aruba, Azure, Stellar) The service is based on Docker |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The customer in possession of the access data to the server can access the data contained therein CoreTech does not have direct visibility of the data contained and cannot remotely access the machines unless it is expressly requested and authorized by the customer (via id and secondary password) |
|
| Contract Closure/Data Cancellation | |
| The data is deleted after 60 days from the termination of the service. | |
| Portability | |
|
Since Sygma it is possible to export session list with necessary details and logs Since sygma also has an address book with a list of devices available for remote connection. |
|
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
|
KB Sygma Connect Link
Forum Sygma Connect Link |
Version 2 dated 04/11/2021
| Description | |
| Mail Marketing RocketNews, Newsletter Sending System. RocketNews is an alternative to MailChimp and MailUp designed to satisfy all those companies that have the same communication needs as large companies but have a limited number of recipients. With RocketNews, companies can send their newsletters independently. Product Page |
|
| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. As reported below Link |
|
| Management platform | |
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
Monthly SaaS 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 4 hours in advance are excluded |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
|
RocketNews is a service based on Rocketweb and therefore the Backup features correspond to Rocketweb SLA RocketWeb
|
|
| Problem Tolerance | |
|
RocketNews is a service based on Rocketweb and therefore the Backup features correspond to Rocketweb SLA RocketWeb
|
|
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The customer has the access data and can independently insert, delete, view, modify, download and upload images, email contacts, text and templates created (or create templates) on the platform Always independently, the customer can extrapolate all the reports relating to the mailings made with all the details associated with them When the user cancels from the service, the data is anonymized |
|
| Contract Closure/Data Cancellation | |
| The data is deleted after 30 days from the cancellation of the service | |
| Portability | |
|
The customer has the access data and can independently insert, delete, view, modify, download and upload images, email contacts, text and templates created (or create templates) on the platform Sempre in autonomia il cliente può estrapolasi tutti i report inerenti agli invii fatti con tutti i dettagli ad esse associati |
|
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
| KB RocketNews Link |
Version 2 dated 04/11/2021
| Description | |
| File sharing service Product Page |
|
| Roles and responsibilities | |
|
CoreTech acts as Administrator or Sub Responsible for all treatments, while it is the owner of client contact data only
With regards to data compliance and security, both CoreTech and the customer are both responsible, albeit on different fronts. As reported below Link |
|
| Management platform | |
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
Monthly SaaS 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 4 hours in advance are excluded |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
|
The Rocketbox service includes the Backup service replicated on Cloud Storage S3 Backup is done using the 1Backup service SLA RocketBox
|
|
| Backup dei Dati |
daily - 40 day retention - 1Backup encryption |
| Backup VM del server |
ogni 15 giorni - retention 2 backup dopo si sovrascrive |
| Ripristino |
By request to customer support who will restore what is requested |
| Replica Geografica |
Il backup viene replicato su Cloud Storage S3 - situato in un DataCenter fuori dall'italia in un paese dell'Unione Europea |
| Problem Tolerance | |
|
The servers that provide the Rocketbox storage service are different and multiple These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes The Services benefit from the Stellar infrastructure Stellar site |
|
| Configurazione Storage Raid6 |
The disk configuration of the backup destination storage is in RAID6 The storage on which the data backups reside has dual power supplies and dual network connectivity Il controller dei dischi è doppia |
| Disaster Recovery | Replicated data and backup set on another Datacenter. |
| Support | |
| Support Page - Link | |
| Access to Data | |
|
The customer in possession of the access data can access the data only via web interface or synchronous client or WEBDAV protocol Sono disponibili sistemi per recuperare o modificare il conto password tramite interfaccia web |
|
| Contract Closure/Data Cancellation | |
| The data is deleted after 30 days from the cancellation of the service | |
| Portability | |
| Download complete with the Rocketbox client by yourself. | |
| Security measures | |
| Data Processing Agreement (DPA) - Link page | |
| User Manual Link | |
| KB RocketBox Link |
| Description | |
| Sigillo is the advanced electronic signature that allows you to sign contracts with a simple and fast workflow. The process of sending the contracts is carried out entirely via web browser, both for those who send the contract and for those who receive it. | |
| Datacenter | |
| TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a Datacenter completely redundant in terms of electrical, cooling and network circuits. This indicator refers to an architecture that allows you to cope with serious technical incidents without ever interrupting the availability of servers. | |
| SLA | |
|
Monthly SaaS 99,8% (1h 26m) Ordinary and extraordinary maintenance activities reported on the site 24 hours in advance are excluded. (except for emergencies related to safety problems that require our immediate intervention) |
|
| Penalties | |
|
SLA SaaS <99,8% (1h 26m) = 10% <99,5% (3h 36) = 20% <99,00% (7h 18m 17s) = 50% |
|
| Backup | |
| Sigillo is a service based on Rocketweb and therefore the Backup features correspond to Rocketweb. | |
| Problem Tolerance | |
| Sigillo is a service based on Rocketweb and therefore the characteristics of Tolerance correspond to Rocketweb. | |
| Support | |
| Standard | |
| Access to Data | |
|
The user in possession of the access data to the platform has been authorized and has access to all the data contained in the documents and the tracking of signature data. CoreTech has no direct visibility of the data contained and cannot remotely access the machines unless it is expressly requested and authorized by the client. |
|
| Contract Closure/Data Cancellation | |
| The data is deleted after 60 days from the termination of the service. |
| Document title: | SLA_services |
|---|---|
| Document version: | V. 2 |
| Date of last adjustment: | 04/11/2021 |
Management and quality
Management of data and security information
Security management
for Cloud Providers
Management of personal data
in Cloud
Information management
on Privacy
Data protection
