Service Level Agreement Admin 9 September 2022
SERVICE LEVEL AGREEMENT

Interzen relies on Microsoft Azure, the world's leading Cloud Service Provider.

Microsoft Azure, a CSP of primary importance globally, provides its service with an uptime of 99.95%.

The Data Center is organized and administered in compliance with the legislative regulations on security measures and is equipped with special logical and physical protection systems in order to prevent unauthorized access. The safety rules may be modified independently by Interzen in order to ensure compliance with the legislation applicable from time to time on the matter.

Immagine Area Customer Care

Support requests.

Interzen uses a ticketing system to keep track of all intervention requests that come from customers and partners. It is a Web Based Ticket Request System software: a tool used for the electronic traceability of all requests for support and intervention.
The operator has all the useful information to resolve the request as quickly as possible. The system helps to keep the activity carried out always under control through the use of an escalation system.

  • Customer support and assistance service is guaranteed for the ZenShare Cloud Suite Service and for the ZenShare Suites in Subscription mode.
  • The service is provided both in Italian and in English through the email address support@interzen.it with acceptance every day of the year at any time (24/7/365)

If you are unable to send an email message, the company switchboard is available at the telephone number +39.085.4516447 during working hours (see Working Hours table at the end of the page).

Priority
Severity
Description
Charge taking
Resolution
1
Blocking
System or service unavailable with critical impacts on production
Within 1 working hour
Within 1 working day
2
High
System or service unavailable with critical impacts on production within 1 day
Within 4 working hours
Within 2 working days
3
Medium
Partially unavailable system or service with acceptable downtime for a temporary period
Within 8 working hours
Within 5 working days
4
Low
Problem with low impact for the customer
Within 16 working hours
Within 30 business days
WORKING HOURS

Interzen will perform scheduled maintenance services during its normal business hours listed below.

From Monday to Friday (excluding public holidays):
9.00 – 13.00 and 14.30 – 18.30
Summer break: August (2/3 weeks)*
Christmas holidays: December/January (1/2 weeks)*

* The closing weeks will be communicated in time.
In case of need, the availability during the closing periods of Interzen will be communicated.

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