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SLA - Service Level Agreement

 

SLA

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

IaaS

SaaS

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.

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.

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).

Grafico SLA

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.

Consult the SLAs of your service

1Backup | SLA

Version 2 dated 04/11/2021

Description
Remote cloud backup service
Link
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 catacenter 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 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
Backup
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.
Contract Cancellation / Closure
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
FAQ
Faq - Link
Terms and conditions - Link

MailArchive | SLA

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 catacenter 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
FAQ
Faq - Link

RocketWeb | SLA

Version 2 dated 04/11/2021

Description
Scalable Web Hosting
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 catacenter 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 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
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

Email service | Kerio Connect Cloud | Smartermail Cloud | SLA

Version 2 dated 04/11/2021

Description
E-mail service on a shared server
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 catacenter 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
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

Stellar | SLA

Version 2 dated 04/11/2021

Description
Cloud Server - virtual machine (VM) in Vmware Cluster environment
Product Page
Stellar site
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 catacenter 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

Sygma | SLA

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 catacenter 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

Sygma Connect | SLA

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 catacenter 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

RocketNews | SLA

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 catacenter 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

RocketBox | SLA

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 catacenter 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

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 catacenter 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

Document information

Document title: SLA_services
Document version: V. 2
Date of last adjustment: 04/11/2021

Certifications CoreTech

Certification
ISO 9001:2015

Management and quality
 

Certification
ISO/IEC 27001:2017

Management of data and security information

Compliance
ISO/IEC 27017:2015

Security management
for Cloud Providers

Compliance
ISO/IEC 27018:2019

Management of personal data
in Cloud

Compliance
ISO/IEC 27701:2019

Information management
on Privacy

Code of Conduct
CISPE

Data protection