This service agreement is valid for who signed a contract or has an active agreement with SNAP4 S.R.L. for the Snap4 service. This agreement is overwritted by specific details reported in the contract.
Service Level Rules: the help desk is open H24/7 while the responses to your email are typically produced at working hours: 8:30-19:00 CET time.
The support is provided by Snap4 HELP DESK as described in this page: HELP DESK
and via the contact form: CONTACT US
Any occurrence of incidents is received by Help Desk personnel, classified and addressed in due time.
The incidents (as well as the quality of support level) are classified as follows:
Monthly Availability can be defined as the ability of a service to provide intended function in business hours over a calendar month.
-- Average service level target (as a percentage per month): 90%
-- Minimum (as a percentage per month): 80%
Monthly Reliability can be defined as the ability of a service or service component to provide intended function in business hours at a specific time or over a calendar month, excluding scheduled maintenance periods.
-- Average service level target (as a percentage per month): 95%
-- Minimum (as a percentage per month): 85%
In reality, the service continuity in terms of API is monitored by E015 of Lombardia Region for H24/7 for Smart City API Km4City and resulted in an average of service availability above the 99% since several months.
The service level targets is subject to the following limitations and constraints: