Read together with the other Legal Centre documents and the signed order. For relationships governed by Italian law, the Italian version prevails over the bilingual version unless otherwise agreed.
1. Scope
This policy applies to the hosted SaaS service and enabled features. It excludes Customer connectivity, devices, uncontrolled third-party software, professional consulting, customisations or external AI-model response times unless expressly included.
2. Availability
Absent a signed SLA, the service is provided on a reasonable best-efforts basis. Enterprise plans may agree a monthly target measured at the ISOPILOT access point and net of exclusions. No published percentage is a guarantee unless included in the order.
3. Measurement exclusions
- notified scheduled maintenance;
- security emergencies;
- force majeure and Internet outages;
- provider failures not reasonably controllable;
- Customer actions or configuration;
- suspension for breach or non-payment;
- beta and test environments.
4. Maintenance
Scheduled maintenance is preferably performed during lower-impact windows with reasonable notice. Urgent work may occur without notice to protect data or continuity. Updates may require logout, brief unavailability or cache regeneration.
5. Support channels and hours
Requests are submitted through channels stated in the account. Unless otherwise offered, support operates on Italian business days and covers application issues, access and configuration. Training, substitute drafting, consulting or complex recovery may be separately charged.
6. Priority and acknowledgement targets
| Priority | Example | Indicative target |
|---|---|---|
| P1 critical | service unavailable for multiple tenants or severe security risk | priority acknowledgement according to Plan |
| P2 high | primary feature blocked without workaround | within the business day for priority plans |
| P3 normal | limited error with workaround | queue order |
| P4 request | information, enhancements, customisation | commercial/technical planning |
Targets are not guaranteed resolution times unless included in a signed SLA.
7. Backup, RPO and RTO
Backups, RPO and RTO depend on hosting and contract. Critical requirements must be agreed, tested and integrated into the Customer’s continuity plan. Periodic export of published documents remains an essential good practice.
8. Service credits and remedies
Service credits are available only if expressly included in the order and requested with evidence within the stated period. They are the financial remedy for the specific SLA breach, subject to non-excludable rights and liabilities.
9. Customer cooperation
The Customer must provide information, screenshots, timestamps, affected users and reproduction steps; keep technical contacts current; apply reasonable workarounds; and not obstruct diagnosis. Timelines are paused while UESE awaits necessary information.