How much availability we guarantee, how we measure it and what you are entitled to if we don't meet it. Realistic commitments, written plainly.
Last updated: 20 June 2026 · version v2026-06-20
This Service Level Agreement (SLA) describes the service levels of the Quot application (app.quotlab.com), provided by Donzella di Thomas Donzella, P.IVA IT02865930180, with registered office at Via S. Francesco D'Assisi 47E, 20073 Opera (MI). It applies to Customers with an active paid subscription and forms an integral part of the Terms and Conditions of the service. No guaranteed service levels or credits are provided during the free trial period.
The Controller undertakes to maintain a Service availability of at least 99.5% on a monthly basis. In practical terms, over a 30-day month this equates to a maximum of about 3 hours and 39 minutes of computable unavailability.
This is a realistic service objective for a business run by an individual provider that relies on professional cloud infrastructure: absolute continuity is not guaranteed and the Service may experience short interruptions, especially during updates.
The month's availability is calculated using the following formula:
Availability % = (Total minutes of the month − Downtime) ÷ Total minutes of the month × 100
The total minutes of the month are the actual ones of the calendar month, net of the minutes falling within the exclusions of point 4. The Controller detects unavailability through its own monitoring tools and the hosting provider's logs. In case of dispute, the Customer may provide its own evidence (for example, times and screenshots of the errors): the parties cooperate in good faith to reconstruct the actual downtime.
The following periods of unavailability do not constitute downtime and are not included in the availability calculation, when due to:
If in a given month the guaranteed availability is not met, the remedy granted to the Customer is a service credit, calculated as a percentage of the monthly fee for that month. The service credit is the Customer's sole and exclusive remedy for failure to meet the availability level: no other indemnities, damages or refunds are due on this account.
| Actual monthly availability | Credit on the monthly fee |
|---|---|
| from 99.0% (inclusive) to less than 99.5% | 5% |
| from 95.0% (inclusive) to less than 99.0% | 10% |
| less than 95.0% | 20% |
The credit is granted as a discount on the fee for the following period (or as a renewal portion for annual subscriptions). In no case may the total credits accrued in a month exceed 20% of the monthly fee for that month.
The service credit is not automatic: it must be requested by the Customer. To obtain it:
The credit is due only to Customers who are up to date with payments and who are not in breach of the Terms during the reference period.
The support channel is the email address info@quotlab.com. Support is provided in Italian, on business days from Monday to Friday (excluding public holidays), during office hours. The times indicated below are indicative first-response times, calculated in business days, and do not constitute a guarantee of resolution within the same period.
| Severity | Description | Indicative first response |
|---|---|---|
| Critical | Service inaccessible or unusable for all of the Customer's users. | within 1 business day |
| High | Main function compromised, with no workable alternative. | within 2 business days |
| Normal | Minor malfunction, assistance request or usage question. | within 3 business days |
To keep the Service up to date and secure, maintenance work must be carried out periodically. When this may cause a perceptible interruption, the Provider gives at least 24 hours' advance notice by email or via a notice within the application, indicating the expected window. Unless otherwise required, the work is normally scheduled in low-usage periods (evenings or weekends), to reduce the impact on the shops' operations.
In the case of urgent security work, the Provider may carry out maintenance without the notice indicated, giving notice as soon as possible: such work also falls under the exclusions in point 4.
The Service performs automatic backups of the database with rotation, keeping the most recent copies and progressively deleting the oldest ones. Backups are intended for the continuity of the Service and for restoring in the event of a fault or data loss on the infrastructure side; they do not replace the export of data by the Customer, which always remains available from the application.
In the event of an incident, the Provider works to restore the Service and the data from the latest usable backup in the shortest reasonably possible time. Even upon expiry of the subscription, the data remains stored and viewable in read-only mode, and can be exported by the Customer.
This SLA is subject to the limitations of liability set out in the Terms and conditions of service. The Provider may update this document to align it with regulatory, organizational or technical changes: the version published on this page, with the last-updated date at the top, is the one in force. For any clarification on the service levels, you can write to info@quotlab.com.