Service
Level Agreement
When you choose our services, you can count on measurable and transparent reliability, guaranteed by an SLA (Service Level Agreement) that precisely defines our commitment to you.
Managed Server Srl is fully aware of how crucial service availability is to the success of its customers' online businesses. For this reason, we constantly invest in robust infrastructure, reliable technology solutions, and proactive monitoring, aiming to ensure the highest possible operational continuity. The high performance and uptime of our services represent a concrete commitment that translates into real protection for your business.
To offer maximum transparency and reliability, Managed Server Srl clearly and measurably defines the guaranteed service levels through a Service Level Agreement (SLA), detailed in its technical and organizational components. This SLA, described in the following sections, covers all key application areas, from network to hardware to backup policies, offering a comprehensive overview of the guarantees we offer.
Network quality
Managed Server Srl, together with its strategic infrastructure partners, uses a high-performance network based on technologies Cisco e Nokia, recognized globally for their reliability, scalability, and robustness. In particular, Cisco routers are used for BGP traffic management and as border routers, while selected partners also rely on carrier-grade Nokia solutions, such as the Nokia 1000 series. 7750 SR, for the network backbone and ultra-high-capacity interconnection.
All infrastructure components are configured in fully redundant mode, with the aim of ensuring maximum service availability and eliminating single points of failure. The network is multi-homed, that is, interconnected to multiple providers and peers via multiple and redundant lines, thus ensuring connections fast, stable and resilient.
Thanks to this architecture, theAverage annual network uptime stands at 99,98%, a value that reflects Managed Server Srl's ongoing commitment to providing a solid and reliable service.
Uptime
Managed Server Srl guarantees that the data center network is reachable (uptime) for at least 99,98% of the contractual time. The remaining 0,02% is reserved for scheduled maintenance activities.
The uptime SLA indicated refers to the proper functioning of the entire network infrastructure, including routers, switches, servers, and data lines, as well as the reachability of the customer's server. Downtime is considered the period during which a customer is unable to reach its server via commands such as ping o traceroute and communicates this through the ticket system. Downtime is calculated from the time the ticket is opened until service availability is restored.
The SLA doesn't understand The operation of the software installed on the servers. If applications or services are interrupted for reasons beyond Managed Server Srl's control—such as malfunctioning scripts or malicious interactions by visitors with the website—the company undertakes to proactively intervene to restore interrupted services within 2 business hours.
In the event that the interruption exceeds 2 hours, the customer is entitled to a proportional refund of the fixed fee, calculated based on the duration of the outage.
Backup of hosting service data
To ensure maximum reliability and operational continuity, Managed Server Srl performs automatic daily backups data relating to hosting services, storing them on a dual geographic SAN infrastructure, configured in RAID6 to ensure fault tolerance and data integrity.
Backups are managed in append-only mode, protecting data from accidental or malicious overwriting or deletion. minimum guaranteed retention is 60 days, thus providing an extended time window for recovery and management of unforeseen scenarios.
This backup strategy represents a fundamental pillar of the policies disaster recovery by Managed Server Srl, ensuring advanced data protection and rapid resumption of operations if necessary.
Hardware Warranty
Managed Server Srl guarantees the proper functioning of all rental hardware components and undertakes to replace any faulty parts free of charge. Technical intervention is started immediately upon detection of the fault by our team and completed within 2 business hours, including not only the physical replacement of components, but also any maintenance operations realign and rebuild RAID volumes involved.
This policy ensures a rapid return to full system operation, minimizing the impact on service.
In the rare event that the intervention exceeds 2 working hours, the customer is entitled to a proportional reimbursement of the fixed fee, calculated based on the period of actual interruption of service.
