Service Level Agreement (SLA)

This SLA defines the service levels guaranteed by Skillworks S.r.l. for the DRIN PRO — Unified Cloud Communication platform.

1. Service Availability

The Provider guarantees a service availability (Uptime) of 99.99% on a monthly basis, calculated excluding scheduled maintenance periods.

2. Uptime Calculation

Uptime is calculated as: (total minutes of the month - downtime minutes) / total minutes of the month × 100. Downtime is measured from the moment the Provider detects the incident (or is notified thereof) until the full restoration of the service.

3. Scheduled Maintenance

The Provider may carry out scheduled maintenance with at least 72 hours' prior notice, within the following windows:

  • Standard window: Sunday from 02:00 to 06:00 (CET/CEST);
  • Extended window: first Saturday of the month from 02:00 to 08:00 (CET/CEST).

Scheduled maintenance is not considered downtime.

4. Infrastructure and Redundancy

The Service is hosted in Italian datacenters certified ISO 9001, ISO 27001, ISO 27017, ISO 27018, ISO 14001:

  • DC1 Roncadelle (BS): primary datacenter, operational;
  • DC2 Bologna: secondary datacenter, active since July 2026 for Disaster Recovery.

The infrastructure includes: SBC Proxy with Hot Standby Failover, N+1 High Availability, industrial UPS, backup generators, 24/7 video surveillance, biometric access control, automated 24/7/365 monitoring.

5. Energy and Sustainability

The datacenter is powered 100% by renewable energy (photovoltaic + certified supply from Alperia).

6. Communication Security

All communications are protected with: TLS encryption, SRTP secure voice, HTTPS/TLS certificates, End-to-end encryption for Linkus registration, SBC Proxy with Fail2Ban firewall, auto-defense and static defense.

7. Backup and Disaster Recovery

The Provider performs daily automatic backups with 30-day retention. Disaster Recovery provides for an RTO (Recovery Time Objective) of 4 hours and an RPO (Recovery Point Objective) of 1 hour.

8. Technical Support

Technical support is available:

  • Hours: Monday-Friday, 08:30-18:30 (CET/CEST);
  • Channels: email (info@drin.cloud), telephone (+39 030 8373176);
  • Response time: within 4 working hours for high priority, within 24 hours for medium priority.

9. Service Credits

If the guaranteed Uptime is not met, the Customer is entitled to service credits:

  • Uptime 99.0% - 99.98%: 10% of the monthly subscription;
  • Uptime 95.0% - 98.99%: 25% of the monthly subscription;
  • Uptime below 95%: 50% of the monthly subscription.

10. Exclusions

The SLA does not apply to: issues caused by the Customer or its suppliers, force majeure, connectivity provider outages, scheduled maintenance, DDoS attacks.

Last revision: 11 August 2026