Service continuity and service levels (SLA)
Draft under review · last updated: [TO BE CONFIRMED]
This page describes how Somio S.r.l. keeps App Drive available, how it protects data and what happens in case of an outage or at the end of the relationship. It applies to paid plans after the end of the beta; during the beta the same tools are in place, with no contractual commitment.
At a glance
| Target availability | [TO BE CONFIRMED: 99.5%] per month |
| Service checks | every minute, from an external service |
| Public status page | App Drive status |
| Outage notices | by e-mail to customers |
| Backups | every night, encrypted off-site copy in the same region, 12 months |
| Maximum data loss (RPO) | 24 hours |
| Target recovery time (RTO) | [TO BE CONFIRMED: 4 hours] |
| Data | in the chosen region: European Union or United States |
| Data export | at any time, from the app |
Availability
Availability is the percentage of minutes in the month in which App Drive responds correctly (login, platform catalog, opening hosted platforms), measured by external monitoring.
- Target: [TO BE CONFIRMED: 99.5%] monthly, about [TO BE CONFIRMED: 3 hours 40 minutes] of unavailability per month at most.
- Not counted: announced scheduled maintenance (below), problems with external services chosen by the customer (GitHub, Vercel, Netlify, Supabase, payment or e-mail services), force majeure and attacks beyond normal defences.
- Platforms downloaded as an offline copy in the app remain usable during an outage.
Service credits. [TO BE CONFIRMED: if availability in a month is below the target, a credit on the next invoice equal to X% of the monthly fee for each 0.5% below the target, up to Y% of the fee; to be requested within 30 days.]
Maintenance
- Service updates are normally installed without interruption; when they need a restart, it lasts a few minutes.
- Scheduled maintenance preferably takes place [TO BE CONFIRMED: on Sundays between 4:00 and 6:00 (Italian time)] and is announced by e-mail to administrators at least [TO BE CONFIRMED: 48 hours] in advance.
- Urgent security work may be carried out without notice, and announced as soon as possible.
Monitoring and outage communication
- An external service checks the service, the database, disk space, certificates and backup results every minute, and alerts Somio at once.
- The status page shows live whether the service is working.
- For a significant outage Somio e-mails the organizations' administrators within [TO BE CONFIRMED: 30 minutes] of detection and, once solved, sends a short explanation of what happened.
Backup and recovery
- Every night the database and files (published platforms, icons, logos) are saved: one copy stays on the server for 7 days, an encrypted copy goes to a second data center in the same region (EU or US) (30 daily and 12 monthly copies).
- Backup integrity is checked every week; every month a full restore test checks that data can actually be recovered.
- RPO: at most 24 hours of data. Target RTO: [TO BE CONFIRMED: 4 hours] from the decision to restore on a new server.
- Previous versions of each platform (the last 3) remain available to roll back with one tap.
Support
| Severity | Example | First response |
|---|---|---|
| Critical | service unreachable for everyone | [TO BE CONFIRMED: 1 hour], holidays included |
| High | an important feature does not work | [TO BE CONFIRMED: 4 business hours] |
| Normal | questions, problems with a workaround | [TO BE CONFIRMED: 1 business day] |
Contact: tickets@somio.it. Hours: [TO BE CONFIRMED: Monday–Friday, 9:00–18:00 Italian time], excluding Italian public holidays; critical reports are handled outside hours too.
Your data and the end of the relationship
- Export your data at any time from the app: an archive with people, teams, platforms (with the live version, ready to publish elsewhere), cloud data, reports, contracts and the activity log. Agencies can also export each client's data.
- Platforms are standard websites: they can be published on any other hosting without changes.
- At the end of the contract you have 30 days to download your data; after that it is deleted as provided by the data processing agreement (DPA), from backups too within 12 months.
Somio's continuity
- App Drive's code is kept in a repository with multiple copies; the procedures to rebuild the service from scratch on a new server are documented and checked with the monthly restore test.
- The credentials needed for recovery are kept in a password manager separate from the server.
- [TO BE CONFIRMED: should it cease trading, Somio undertakes to give at least 90 days' notice and to keep data export available throughout.]
Partner agencies
For the clients of partner agencies the same service levels apply towards the agency; the agency remains its clients' point of contact and can pass the agreed levels on to them.
Questions: tickets@somio.it · Somio S.r.l., Via Cadorna 141, 74014 Laterza (TA), Italy, VAT IT03403980737