Service Level Agreement (SLA)

This SLA defines the service levels that Skillworks S.r.l. is committed to delivering for the DRIN PRO — Unified Cloud Communication platform.

1. Service Availability

The Provider is committed to delivering a service availability (Uptime) of 99.88% on a monthly basis, calculated excluding scheduled maintenance periods. Uptime is calculated exclusively on Skillworks infrastructure (proprietary datacenter and network equipment managed by Skillworks) and excludes faults on the Customer's internet lines, local devices (LAN, network equipment, IP phones) or third-party carriers.

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

The Service is delivered from a single Italian datacenter owned by the Provider, located in Roncadelle (BS), designed to Tier III standards and certified ISO 9001, ISO 27001, ISO 27017, ISO 27018, ISO 14001.

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 of the Service configurations with 30-day retention. Disaster Recovery procedures are aimed at the rapid restoration of the Service and do not include guaranteed time constraints.

8. Technical Support

Technical support is available:

  • Hours: Monday-Friday, 08:30-18:30 (CET/CEST);
  • Channels: email (helpdesk@skillworks.it), telephone (+39 030 8373176);
  • Priority: requests are classified by priority (urgent, high, medium, low) and handled accordingly, without guaranteed time constraints;
  • Official channels: support requests sent through channels other than the official email and telephone will not be taken into consideration.

9. Exclusions

The SLA does not apply to: issues caused by the Customer or its suppliers, faults on the Customer's internet lines, local devices (LAN, network equipment, IP phones) or third-party carriers, force majeure, scheduled maintenance, DDoS attacks.

Last revision: 29 September 2026