{"id":86959,"date":"2022-09-09T12:22:36","date_gmt":"2022-09-09T10:22:36","guid":{"rendered":"https:\/\/www.zenshare.it\/service-level-agreement\/"},"modified":"2026-03-23T10:26:53","modified_gmt":"2026-03-23T09:26:53","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/www.zenshare.it\/en\/service-level-agreement\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"86959\" class=\"elementor elementor-86959 elementor-80452\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6ad51fe elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6ad51fe\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-dc2474f\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"dc2474f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b1d643f elementor-widget elementor-widget-text-editor\" data-id=\"b1d643f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Support requests<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b543498 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b543498\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Interzen uses a <strong>web-based Ticket Request <\/strong>system to electronically track all support and intervention requests. <strong>Interzen&#8217;s designated operator may access customer data <\/strong>(whether data subject or data controller) to process their assigned support request. The system helps maintain ongoing control of the activity performed through the use of an escalation procedure. <\/p><ul><li>Customer support and assistance are guaranteed for the ZenShare Cloud SaaS Suite and for the ZenShare Suites in Subscription mode.<\/li><li>Customer support and assistance is available in both Italian and English via the email address <a href=\"mailto:support@interzen.it\">support@interzen.it<\/a> from 8:00 AM to 6:30 PM (Italian time) on weekdays.<\/li><li>La richiesta di supporto ed assistenza viene erogata da Interzen usando la stessa lingua (italiano\/inglese) con cui \u00e8 stata inizialmente formulata dal cliente<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\" elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-bb024d1\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"bb024d1\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;,&quot;animation_delay&quot;:400}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-84fde71 elementor-widget elementor-widget-image\" data-id=\"84fde71\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"460\" src=\"https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/08\/CRM_CustomerCare.jpg\" class=\"attachment-full size-full wp-image-85399\" alt=\"Customer Care Area\" srcset=\"https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/08\/CRM_CustomerCare.jpg 600w, https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/08\/CRM_CustomerCare-300x230.jpg 300w, https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/08\/CRM_CustomerCare-200x153.jpg 200w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a767a9d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a767a9d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b7b799b\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"b7b799b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9bc2a61 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"9bc2a61\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>If you are unable to send an email, the company switchboard is available at +39.085.4516447 during business hours (see Business Hours table at the bottom of the page).<br>Customers can independently access all their support requests through the Interzen Customer Service web service. To do so, they can:<ul><li>access the <a href=\"https:\/\/support.interzen.it\/otrs\/customer.pl\" target=\"_blank\" rel=\"noopener\">dedicated web page<\/a><\/li><li>create your personal account by following the wizard<\/li><li>successivamente autenticarsi con le credenziali fornite dal sistema.<\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ea87b0d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ea87b0d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-724fad9\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"724fad9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ed94db4 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ed94db4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Support requests are classified as follows:<\/li><li style=\"list-style-type: none;\"><ul><li><strong>Bug or malfunction.<\/strong> The complete or partial inability of a user to use a feature present in Interzen solutions.<\/li><li><strong>Evolutionary modification.<\/strong> Analyzing the report, it turns out to be not a malfunction but a real functionality, different or broader than what is currently available to users.<\/li><li><strong>Help desk.<\/strong> The report is actually a request for support to perform an operation that the reporter is unable to perform or no longer remembers how to do.<\/li><li><strong>Intervention to be invoiced.<\/strong> This is a configuration change made during the start-up phase of the cloud service purchased by the customer, based on their needs initially analyzed.<\/li><li><strong>Intervention not accepted by the customer.<\/strong> In response to the customer&#8217;s report, Interzen proposes an intervention that is not accepted by the customer himself.<\/li><li><strong>Not within the jurisdiction of Interzen.<\/strong> The customer&#8217;s complaint appears to be irrelevant to the support included in the annual fee for Interzen solutions.<\/li><li><strong>Vulnerability detected.<\/strong> The report concerns a vulnerability not yet detected by Interzen&#8217;s periodic Vulnerability Assessment process.<\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5bff1 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4e5bff1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The support and assistance service management process is structured as follows.<\/p><ul><li><strong>In case of bugs or malfunctions:<\/strong><ul><li>The customer opens a new ticket by sending an email to the email address <a href=\"mailto:support@interzen.it\">support@interzen.it<\/a><\/li><li>The customer receives an email notification confirming receipt of the new report.<\/li><li>Interzen&#8217;s Customer Care Manager takes charge of the new report, analyzes the content, evaluates the priority accordingly, and assigns it to the relevant staff.<\/li><li>The assigned competent staff &#8211; if they deem it necessary &#8211; sends a request for clarification via email to the customer.<\/li><li>Upon resolution of the report, the assignee closes the report by adding an optional text.<\/li><li>The customer receives an email notification to close the case.<\/li><\/ul><\/li><li><strong>In cases of evolutionary changes\/help desk\/intervention to be invoiced:<\/strong><ul><li>Interzen&#8217;s Customer Care Manager takes charge of the report and analyses its contents;<\/li><li>evaluate, together with the competent staff, the estimate in hours of professional services necessary to process the request;<\/li><li>send the client an email notification with the price estimate for the professional services;<\/li><li>awaits the client&#8217;s response of acceptance of the economic estimate;<\/li><li>proceeds to assign the ticket to the competent personnel,<\/li><li>and open the task for executing the request in the customer support package order;<\/li><li>If the support package order is not present, send the customer the offer form to proceed with the contracting of the support package.<\/li><\/ul><\/li><li><strong> In cases of intervention not accepted by the customer\/not within the competence of Interzen:<\/strong><ul><li>in the event of refusal by the customer (intervention not accepted) or the report is not relevant,<\/li><li>The Customer Care Manager will proceed to close it.<\/li><\/ul><\/li><li><strong>In case of detected vulnerability:<\/strong><ul><li>la vulnerabilit\u00e0 segnalata viene verificata e trattata dal personale competente assegnatario;<\/li><li>The Customer Care Manager will proceed to close it.<\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-406aded elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"406aded\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cfac803\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"cfac803\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d304697 elementor-widget elementor-widget-text-editor\" data-id=\"d304697\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Service Level Agreement bugs and malfunctions<br>ZenShare UP, ZenShare Suite, Zen E-Invoice Services <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5440216 ha-column-alignment-left ha-column-icon-right ha-row-alignment-left ha-row-icon-right ha-data-table-responsive-scroll-no elementor-widget elementor-widget-ha-data-table happy-addon ha-data-table\" data-id=\"5440216\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ha-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<table class=\"ha-table\">\n\t\t\t<thead class=\"ha-table__head\">\n\t\t\t\t<tr class=\"ha-table__head-column\">\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-13120e0\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Priority<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-728fa26\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Severity<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-c19ce34\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Description<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-2ff1532\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Charge taking<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-f54b08e\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Resolution<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\n\t\t\t<tbody class=\"ha-table__body\">\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-615fe8e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t1\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-2c0db8e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Blocking<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-7867da6\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tApplication system or service unavailable with critical impacts on production\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-ba3d77d\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 1 working hour\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-5193745\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 1 working day\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-756d2d0\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t2\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-8927c0b\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>High<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-b229a09\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tApplication system or service unavailable with critical production impacts within 1 day\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-48aac39\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 4 working hours\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-4b029ff\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 2 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-cff0338\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t3\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-09099b9\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Medium<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-8b5a309\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tApplication system or service partially unavailable with acceptable disruption for a temporary period\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-e1605ec\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 8 working hours\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-af21418\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 5 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-05af1fd\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t4\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-6180789\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Low<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-52abf06\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tProblem with low impact for the customer\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-07c9707\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 16 working hours\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-abfc20e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 30 business days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t<\/tbody>\n\t\t<\/table>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c6a1235 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c6a1235\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-279bcc2\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"279bcc2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-711cd0c elementor-widget elementor-widget-text-editor\" data-id=\"711cd0c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #73b020;\">Digital Preservation Service Level Agreement<\/span><br>Zucchetti Digital Solutions S.r.l. &#8211; Ifin Sistemi<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9e360c ha-column-alignment-left ha-column-icon-right ha-row-alignment-left ha-row-icon-right ha-data-table-responsive-scroll-no elementor-widget elementor-widget-ha-data-table happy-addon ha-data-table\" data-id=\"b9e360c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ha-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<table class=\"ha-table\">\n\t\t\t<thead class=\"ha-table__head\">\n\t\t\t\t<tr class=\"ha-table__head-column\">\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-13120e0\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Priority<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-728fa26\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Severity<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-2ff1532\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Charge taking<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-f54b08e\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">First Aid<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\n\t\t\t<tbody class=\"ha-table__body\">\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-615fe8e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t1\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-2c0db8e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tService malfunction resolutions\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-5193745\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 1 working day\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-94f54af\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 2 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t<\/tbody>\n\t\t<\/table>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7b9a2b elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a7b9a2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\">Customer Service is available on weekdays (according to the Italian calendar),<br>during normal business hours (9:00 AM \u2013 1:00 PM \/ 2:00 PM \u2013 6:00 PM).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f99ba2e elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f99ba2e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-aecf8c3\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"aecf8c3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-99aa63c elementor-widget elementor-widget-text-editor\" data-id=\"99aa63c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #73b020;\">Digital Preservation Service Level Agreement<\/span><br>Grammelot S.r.l.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72d6ba9 ha-column-alignment-left ha-column-icon-right ha-row-alignment-left ha-row-icon-right ha-data-table-responsive-scroll-no elementor-widget elementor-widget-ha-data-table happy-addon ha-data-table\" data-id=\"72d6ba9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ha-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<table class=\"ha-table\">\n\t\t\t<thead class=\"ha-table__head\">\n\t\t\t\t<tr class=\"ha-table__head-column\">\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-13120e0\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Priority<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-728fa26\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Severity<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-2ff1532\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Charge taking<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-f54b08e\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Resolution<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\n\t\t\t<tbody class=\"ha-table__body\">\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-615fe8e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t1\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-2c0db8e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Blocking<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-ba3d77d\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 1 working day\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-5193745\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 15 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-756d2d0\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t2\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-8927c0b\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>High<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-48aac39\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 7 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-4b029ff\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 30 business days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-cff0338\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t3\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-09099b9\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Medium<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-e1605ec\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 7 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-af21418\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 90 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-05af1fd\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t4\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-6180789\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Low<\/b>\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-07c9707\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 7 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-abfc20e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tWithin 180 working days\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t<\/tbody>\n\t\t<\/table>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6136582 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6136582\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-16c9797\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"16c9797\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9777253 elementor-widget elementor-widget-text-editor\" data-id=\"9777253\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #73b020;\">Data Center Service Level Agreement.<\/span><br>Interzen relies on Microsoft Azure, the world&#8217;s leading cloud service provider.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd72ab2 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"fd72ab2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Microsoft Azure, a leading global CSP, provides its service with an uptime of 99.95%.<br>The Data Center is organized and managed in compliance with legislative regulations regarding security measures and is equipped with specific logical and physical protection systems to prevent unauthorized access. Interzen may independently modify the security rules to ensure compliance with applicable regulations from time to time. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\" elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-a0b750b\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"a0b750b\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;,&quot;animation_delay&quot;:400}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8d33eba elementor-widget elementor-widget-image\" data-id=\"8d33eba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"600\" height=\"460\" src=\"https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/09\/ServiceLeveAgreement.jpg\" class=\"attachment-full size-full wp-image-85466\" alt=\"Service Level Agreement\" srcset=\"https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/09\/ServiceLeveAgreement.jpg 600w, https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/09\/ServiceLeveAgreement-300x230.jpg 300w, https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/09\/ServiceLeveAgreement-200x153.jpg 200w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-93ecfe7 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"93ecfe7\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-79e0f70\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"79e0f70\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7bf61fd elementor-widget__width-initial elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"7bf61fd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"fa-regular fa-clock\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\" elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-9f41d1f\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"9f41d1f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-199720b elementor-widget elementor-widget-text-editor\" data-id=\"199720b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Interzen will perform scheduled maintenance services during its normal business hours as listed below.<\/p><p><strong>Monday to Friday (excluding holidays):<\/strong><br>9:00 AM \u2013 1:00 PM and 2:30 PM \u2013 6:30 PM<br><strong>Summer closure:<\/strong> August (2-3 weeks)*<br><strong>Christmas holidays:<\/strong> December\/January (1-2 weeks)*<\/p><p>* Closure weeks will be announced from time to time.<br><strong>If necessary, availability during Interzen&#8217;s closure periods will be communicated.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-21c67f1e elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"21c67f1e\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;slideshow&quot;,&quot;background_slideshow_gallery&quot;:[],&quot;background_slideshow_loop&quot;:&quot;yes&quot;,&quot;background_slideshow_slide_duration&quot;:5000,&quot;background_slideshow_slide_transition&quot;:&quot;fade&quot;,&quot;background_slideshow_transition_duration&quot;:500}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-4f8f4e1a\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"4f8f4e1a\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;,&quot;animation_delay&quot;:100}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c9e7863 elementor-widget-tablet__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-litho-heading\" data-id=\"4c9e7863\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"litho-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"litho-heading elementor-size-default\"><span class=\"litho-primary-title\">Start your innovation journey with ZenShare!\n\n<\/span><span class=\"litho-secondary-title\">\n\n<\/span><\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\" elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-622dc901\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"622dc901\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2ba4b9a9 elementor-widget__width-initial elementor-align-center elementor-widget-mobile__width-inherit elementor-widget elementor-widget-litho-button\" data-id=\"2ba4b9a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"litho-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper litho-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button-link elementor-button elementor-size-xl \" href=\"https:\/\/www.zenshare.it\/en\/contact-us-for-zenshare\/\" role=\"button\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">CONTACT US<\/span>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">Button<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Support requests Interzen uses a web-based Ticket Request system to electronically track all support and intervention requests. Interzen&#8217;s designated operator may access customer data (whether data subject or data controller) to process their assigned support request. The system helps maintain ongoing control of the activity performed through the use of an escalation procedure. Customer support [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-86959","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service Level Agreement - Zenshare<\/title>\n<meta name=\"description\" content=\"Service Level Agreement: Interzen relies on Microsoft Azure, the world&#039;s leading Cloud Service Provider.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.zenshare.it\/en\/service-level-agreement\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement - Zenshare\" \/>\n<meta property=\"og:description\" content=\"Service Level Agreement: Interzen relies on Microsoft Azure, the world&#039;s leading Cloud Service Provider.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.zenshare.it\/en\/service-level-agreement\/\" \/>\n<meta property=\"og:site_name\" content=\"Zenshare\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-23T09:26:53+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.zenshare.it\/wp-content\/uploads\/2022\/08\/CRM_CustomerCare.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"460\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.zenshare.it\\\/en\\\/service-level-agreement\\\/\",\"url\":\"https:\\\/\\\/www.zenshare.it\\\/en\\\/service-level-agreement\\\/\",\"name\":\"Service Level Agreement - 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