SLA Policy — Guaranteed Service Levels
This page describes the response and resolution times guaranteed by Galizia.eu for each subscription plan. Measurement, exclusions and coverage windows are defined here so you know exactly what to expect — no surprises.
Severity levels
Sev.1
- Name
- Blocking
- Definition
- Website, email or critical infrastructure down. Impossible to work.
Sev.2
- Name
- High Impact
- Definition
- An important feature is impaired but a partial workaround exists.
Sev.3
- Name
- Standard
- Definition
- Minor issue that does not block operations.
Sev.4
- Name
- Request
- Definition
- Change, configuration or information requests, not incidents.
| Level | Name | Definition |
|---|---|---|
| Sev.1 | Blocking | Website, email or critical infrastructure down. Impossible to work. |
| Sev.2 | High Impact | An important feature is impaired but a partial workaround exists. |
| Sev.3 | Standard | Minor issue that does not block operations. |
| Sev.4 | Request | Change, configuration or information requests, not incidents. |
Coverage windows by plan
Core Digital
- Standard Coverage
- Mon–Fri, 9:00–18:00
Complete Care
- Standard Coverage
- Mon–Fri, 8:00–20:00
Enterprise/Custom
- Standard Coverage
- Agreed in the contract, up to 24/7
| Plan | Standard Coverage |
|---|---|
| Core Digital | Mon–Fri, 9:00–18:00 |
| Complete Care | Mon–Fri, 8:00–20:00 |
| Enterprise/Custom | Agreed in the contract, up to 24/7 |
Response times (acknowledgement)
“Response time” is how long it takes a technician to acknowledge your request, not how long it takes to resolve it. Times apply within the plan's coverage window.
Sev.1 — Blocking
- Core Digital
- 4 business hours
- Complete Care
- 2 business hours
- Enterprise/Custom
- 1 business hour
Sev.2 — High Impact
- Core Digital
- 8 business hours
- Complete Care
- 4 business hours
- Enterprise/Custom
- 2 business hours
Sev.3 — Standard
- Core Digital
- 1 business day
- Complete Care
- 4 business hours
- Enterprise/Custom
- 4 business hours
Sev.4 — Request
- Core Digital
- 2 business days
- Complete Care
- 1 business day
- Enterprise/Custom
- 1 business day
| Severity | Core Digital | Complete Care | Enterprise/Custom |
|---|---|---|---|
| Sev.1 — Blocking | 4 business hours | 2 business hours | 1 business hour |
| Sev.2 — High Impact | 8 business hours | 4 business hours | 2 business hours |
| Sev.3 — Standard | 1 business day | 4 business hours | 4 business hours |
| Sev.4 — Request | 2 business days | 1 business day | 1 business day |
Resolution times (target)
Sev.1
- Core Digital
- Best effort
- Complete Care
- Within 8 business hours
- Enterprise/Custom
- Dedicated SLA in the contract
Sev.2
- Core Digital
- Best effort
- Complete Care
- Within 1 business day
- Enterprise/Custom
- Agreed in the contract
Sev.3 / Sev.4
- Core Digital
- Scheduled, with no fixed guaranteed time
- Complete Care
- Scheduled, with no fixed guaranteed time
- Enterprise/Custom
- Agreed in the contract
| Severity | Core Digital | Complete Care | Enterprise/Custom |
|---|---|---|---|
| Sev.1 | Best effort | Within 8 business hours | Dedicated SLA in the contract |
| Sev.2 | Best effort | Within 1 business day | Agreed in the contract |
| Sev.3 / Sev.4 | Scheduled, with no fixed guaranteed time | Scheduled, with no fixed guaranteed time | Agreed in the contract |
Add-on: Weekend & Holiday Coverage
Extends the coverage window to Saturday, Sunday and public holidays, 10:00–18:00.
Guaranteed response during this window: Sev.1 within 2h, Sev.2 within 4h.
Dedicated channel (priority email + WhatsApp/phone number for emergencies).
Fixed monthly subscription — price on request.
Extra: Out-of-Hours Emergency Intervention
For those without the Weekend & Holidays add-on who have an emergency outside their coverage window (evening, night, weekend).
Guaranteed response within 2h of the request, via a dedicated emergency channel.
Fixed per-intervention fee for the first hour, hourly rate thereafter — price on request.
Exclusions
They apply to all plans:
• Outages caused by third-party providers not managed by Galizia.eu (e.g. cloud provider, registrar or banking-party downtime).
• Force majeure.
• Physical hardware failures not covered by an active Company Device Management and Security plan.
• Requests opened outside official channels (helpdesk email, ticket portal, or phone/WhatsApp for add-on-covered emergencies).
• Third-party response times (e.g. a registrar that takes days to reply) are not counted in the SLA.
How Time Is Measured
Response time starts when the ticket is opened on the official channel, during the coverage window that applies to the customer's plan. Requests opened outside the coverage window are treated as received at the start of the next window, unless the customer has activated the Weekend & Holidays add-on or requested an Out-of-Hours Emergency Intervention.