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SLA - Service Level Agreement

 

What is SLA

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:

  • For IaaS services: Data Center and Infrastructure hardware (cluster)
  • For SaaS servicesData Center, Connectivity, Hardware infrastructure (cluster), Application

IaaS

SaaS



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.

Service Levels Example

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.

Pertanto CoreTech con la pubblicazione dei seguenti livelli di servizio garantisce che l'infrastruttura di rete è in grado di mantenere alti livelli di SLA e quindi minimi disservizi, ma non garantisce che il server di ogni cliente possa avere i medesimi SLA, in quanto è solo a cura del cliente la gestione dei server per problematiche che esulano dall'architettura cloud CoreTech.

Media SLA - Mail Systems (SaaS)

October Las 60 days
99,986% 99,951%

SLA - better and worse than the previous month

Best Worst
99,998% 99,888%

Media SLA - Web server (SaaS)

October Las 60 days
99,975% 99,869%')?>

SLA - better and worse than the previous month

Best Worst
99,993% 99,759%

How monitoring takes place

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).

Period of Disruption

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

Percentage of Monthly Uptime

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:

  • In a day there are 1440 minutes (60 x 24)
  • In a month of 30 days there are 43200 minutes (1440 x 30)

Calculate UpTime:

  • 5 minute outage
    43200 (minutes available in the month) -5 (out of service) / 43200 = 0.99988 o 99,988%
  • 30 minute outage
    43200 (minutes available in the month) -30 (out of service) / 43200 = 0.99930 or 99,930%
  • 44 minute outage
    43200 (minutes available in the month) -44 (out of service) / 43200 = 0.99898 o 99,898%


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

Service Credit (Refund)

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.

Refund request procedure

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.

Guaranteed SLAs and Service Credit

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.

Check your service SLA

1Backup | SLA

Description
Remote cloud backup service
Datacenter
TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a datacenter completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
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
Replicated Data (Replicated Storage) The service is offered with 2 types of cloud storage: replicated data and non-replicated data. Cloud storage with replicated data implies the synchronization of data on a second storage separate from the one on which the backup data is poured.
Synchronization is performed over a period of time ranging from 1 to 7 days.
The second copy mirrors the contents of the backup with the alignment delay which can vary from 1 to 7 days.
Non-replicated data (Storage Smart) Suitable for contexts where the customer backs up in the cloud as a second backup, the cloud storage of the Non-Replicated Data offer is not synchronized on a second storage.
Therefore, only one copy of the data is available.
Backup servizi Opzionali You can optionally have the data backup set configuration in another datacenter. Choice that is solely up to the CUSTOMER to evaluate in the context of their acceptance of the IT risk.
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.
Storage Raid6 configuration 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 unique.
Disaster Recovery Optional (replicated data and backup set on another Datacenter)
Support
Standard
Access to Data
The customer with the access data can access the data only through the backup agent.
The customer is the only one who has the encryption passwords and there are no systems available to recover this password.
CoreTech cannot read the data on the storage as it is encrypted.
Contract Closure/Data Cancellation
The data is deleted after 30 days from the termination of the service.

MailArchive | SLA

Description
Archiving of e-mail in the cloud.
Datacenter
TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a datacenter completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
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
Data Backup Daily backup with 60 days retention.
VM backup of the server Daily night - 3 day retention.
Backup servizi Opzionali Optional (backup set of your storage domain to another Datacenter).
Problem Tolerance
Multiple Servers MailArchive is provided by many multiple Servers. These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes. The client should take care to allocate mail storage domains on different storage servers. MailArchive Servers benefit from the Stellar infrastructure.
Support
Standard
Contract Closure/Data Cancellation
The data is deleted after 30 days from the termination of the service.

RocketWeb | SLA

Description
Web Hosting
Datacenter
TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a datacenter completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
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
Data Backup Daily backup with 35 days retention.
The customer can define his own website backup schedule through the management panel.
VM backup of the server Daily night - 5 day retention.
Backup servizi Opzionali Optional (backup set of your domain on another Datacenter).
Problem Tolerance
Multiple Servers The servers that provide the Web Hosting service are different.
These servers are virtual machines residing on Vmware clusters consisting of 3 physical nodes.
The client should take care to allocate the websites on different servers. The Web Hosting Servers benefit from the Stellar infrastructure
Support
Standard
Access to Data
The client is in possession of the access data to the Sygma management platform. The client is in possession of the access data to the management panel and to the ftp site.
In the case of Wordpress, the client is the only one who has access data to the administrative backend.
CoreTech can access the data contained in the site from the management panel or directly from the file system.
Contract Closure/Data Cancellation
The data is deleted after 30 days from the termination of the service.

Email service | Kerio Connect Cloud | Smartermail Cloud | SLA

Description
E-mail service on a shared server.
Datacenter
TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a datacenter completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
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
Data Backup Daily backup with 60 days retention.
VM backup of the server Daily night - 5 day retention.
Backup servizi Opzionali Optional (backup set of your mail domain on another Datacenter).
Problem Tolerance
Multiple Servers The servers that provide the ServizioEmail: Kerio or Smartermail mail service are different.
these servers are virtual machines residing on multiple Vmware clusters made up of 3 physical nodes.
The client should take care to allocate mail domains on different servers. the Mail Servers benefit from the Stellar infrastructure. the Mail Servers benefit from the Stellar infrastructure.
Support
Standard
Access to Data
The client 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 can access data via file system.
Contract Closure/Data Cancellation
The data is deleted after 30 days from the termination of the service.

Stellar | SLA

Description
Cloud Server - virtual machine (VM) in Vmware Cluster environment.
Datacenter
TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a datacenter completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
SLA
IaaS Monthly
99,95% (21m 54s)
Penalties
SLA SaaS
<99,95% (21m 54s) = 10%
<99,85% (1h 5m 44s) = 20%
<99,00% (7h 18m 17s) = 50%
Backup
VM Backup 1 Full VM backup every 30 days (night time). The backup overwrites itself every 30 days.
Monthly schedule managed automatically by the system.
The VM backup is performed on a different storage than the one used for the VM itself.
The client must verify the success of the backups and verify the consistency by periodically trying the restore.
Data Backup CoreTech provides the backup tool.
The complete management of the schedules is the responsibility of the client.
The client is responsible for the retention of the backup data (retention period).
The data is backed up on a different storage than the one used for the VM itself.
Backup servizi Opzionali You can optionally have multiple full backups of the VM.
Problem Tolerance
Stellar Cloud Servers are configured on 3-node server cluster on shared storage.
The servers have dual power supplies and dual controllers.
Shared storage has dual controllers and dual power supplies.
The disk configuration of the storage is RAID6.
Hypervisor Vmware environment.
High Availability Function Default function, in case of failure of 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 an error 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.
You can optionally request a disaster recovery in another data center.
You can optionally request a Business Continuity project.
Support
Standard
Premium Optional.
Access to Data
The client 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 client which must take place as per procedure.
Contract Closure/Data Cancellation
The data (server image files) are deleted after 30 days from the termination of the service.

Sygma | SLA

Description
Management platform
Datacenter
TIER4 - This is the highest level of assurance a datacenter can offer, with 99.9% availability. Identify a datacenter completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
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
Data Backup Front-end server data is replicated between web server nodes. The databases are replicated in a master/slave configuration.
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.
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.
Sygma Servers benefit from the Stellar infrastructure. The infrastructure can have balancing elements at other data centers or at other cloud providers.
Support
Standard
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.

Sigillo | SLA

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 completamente ridondato a livello di circuiti elettrici, di raffreddamento e rete. Questo indicatore si riferisce ad una architettura che permette di far fronte a incidenti tecnici gravi senza mai interrompere la disponibilità dei server.
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

Document information

Document title: SLA_services
Document version: V. 1.2
Date of last adjustment: 30/06/2021

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Certification
ISO 9001:2015

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Certification
ISO/IEC 27001:2017

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Compliance
ISO/IEC 27017:2015

Security management
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Compliance
ISO/IEC 27018:2019

Management of personal data
in Cloud

Compliance
ISO/IEC 27701:2019

Information management
on Privacy

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