What this document covers
This document describes the service level REAL TECH SRL commits to maintaining on the managed services sold under the ICBS brand: hosting and cloud, managed dedicated and virtual servers, email and certified email. It supplements the general conditions of supply and does not replace them.
ICBS's philosophy and vision are a guarantee for our customers, both in terms of product quality and service continuity. REAL TECH SRL undertakes to maintain, for the entire duration of the contract and until the agreed expiry date, a level of performance consistent with the service characteristics declared and published on https://icbs.it.
Guaranteed availability
The level depends on the plan purchased and is the one stated on the product page.
| Plan | Monthly availability |
|---|---|
| Hosting Economy · WP Lite | 99% |
| Hosting Premium · WP Essential · WP Premier | 99.5% |
| Hosting Business · Hosting Ultimate | 99.9% |
| Cloud Server Premium | 99.9% |
| Data centre network and connectivity | 99.99% |
Availability is calculated over each calendar month, separately for every active service. For services not listed here, the level stated on the relevant product page or in the signed contract applies.
These figures can be checked: live service status and history are public at status.icbs.it, measured by an independent service.
How availability is measured
Downtime is the period during which the service is unreachable or unusable. It starts when our monitoring systems detect it or when the Customer reports it, whichever comes first, and ends when the service is available again.
The percentage is the minutes in the month minus the minutes of downtime, divided by the minutes in the month. Scheduled maintenance and the cases listed below are not counted.
Scheduled maintenance
Planned work is announced by email at least 48 hours in advance and normally takes place between 00:00 and 06:00, when traffic is lowest.
Hardware and software updates are an exception: when necessary, or when required by contingent circumstances, they may be applied without notice. This is the case for security fixes, where waiting would expose the Customer to a greater risk than the outage itself.
Response times
| Severity | Situation | Response |
|---|---|---|
| Critical | Service unreachable, or data loss in progress | 15 minutes, 24/7 |
| High | Service reachable but severely degraded | 1 hour, 24/7 |
| Medium | Malfunction that does not block operations | 4 working hours |
| Low | Request for information or configuration | 1 working day |
These are response times, not resolution times: they state how soon an engineer starts working on the problem. Resolution time depends on the nature of the fault and is communicated to the Customer while the work is under way.
On managed services monitoring runs around the clock: in most cases work starts from a detection of ours, before the Customer opens a report.
What is not counted
Downtime caused by the following is excluded from the availability calculation and from the right to compensation:
- scheduled maintenance announced as described above;
- the Customer's code, configuration, content or credentials, including exceeding the resources provided by the plan;
- third-party services, networks or suppliers outside REAL TECH SRL's control;
- cyber attacks exceeding the protection provided by the plan purchased;
- suspension of the service for non-payment or for breach of the terms of use;
- force majeure.
Given the very nature of the internet, which makes it impossible to guarantee in absolute terms that a site will be reachable or that an email will be delivered within a certain time, REAL TECH SRL accepts no liability towards the Customer or third parties for delays or service interruptions not attributable to it.
Compensation in case of interruption
Where REAL TECH SRL certifies or declares that it accepts responsibility for the service interruption, once the actual technical downtime has been quantified, the Customer is granted, as all-inclusive compensation, a credit of service time equal to 24 times the duration of the operational outage suffered.
The total value of the refund may not in any case exceed the total cost of the services incurred in the current year.
How to claim compensation
Claims must be sent to info@icbs.it no later than 5 days after the disruption: once that deadline has passed they lapse automatically.
The claim must state the service or domain affected, the date and time the disruption started, its duration and a short description of what was observed. REAL TECH SRL replies within 10 working days. If the claim is accepted, the credit is applied as service time on the next renewal.
Quality controls
ICBS applies these controls in accordance with its company philosophy on professional ethics and conduct. That vision translates into the deliberate choice to adopt, in the Customer's interest, diligent conduct and the fullest operational transparency in delivering the service.
