Service Level Agreement Admin 9 September 2022

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.

Service Level Agreement
Immagine Area Customer Care

Support requests.

Interzen uses a web based Ticket Request system for the electronic traceability of all support and intervention requests. The Interzen operator has all the useful information to be able to resolve the request in the shortest possible time. The System helps to always keep the activity carried out under control through the use of an escalation procedure.

  • Customer support and assistance service is guaranteed for the SaaS Suite ZenShare Cloud and for the ZenShare Suites in Subscription mode.
  • The service is provided in both Italian and English via the email address with support every day of the year at any time (24/7/365).
  • The customer receives a notification via email both for the acceptance of the support request and for its closure; you may receive a request for clarification via email if necessary to proceed with the resolution.
  • Support requests are classified as follows:

    • Bug or malfunction;
    • Evolutionary modification;
    • Help desk;
    • Intervention to be invoiced;
    • Intervention not accepted by the customer;
    • Not within Interzen’s jurisdiction;
    • Vulnerability detected.

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).
The customer can independently consult all his support requests through the Interzen Customer Service web portal; for this purpose, you can ask Interzen for your portal access credentials.

Classification of bugs and malfunctions of the ZenShare Suite

Charge taking
System or service unavailable with critical impacts on production
Within 1 working hour
Within 1 working day
System or service unavailable with critical impacts on production within 1 day
Within 4 working hours
Within 2 working days
Partially unavailable system or service with acceptable downtime for a temporary period
Within 8 working hours
Within 5 working days
Problem with low impact for the customer
Within 16 working hours
Within 30 business days

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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