Service Level Disclaimer
This Service Level Disclaimer applies to all services provided by DSGN® S.R.L. and forms an integral part of the Terms and Conditions of Service.
1. Service Availability (Uptime)
DSGN® S.R.L. guarantees an annual service uptime of 98%, calculated on a yearly basis.
Planned maintenance, force majeure events, third-party infrastructure failures and issues outside the Provider’s direct control are excluded from uptime calculations.
2. Support and Ticket Response Times
Support services are provided via ticketing systems or email communication.
Customers with Active Assistance Plan
Customers who have purchased an active assistance or maintenance plan are entitled to:
- Guaranteed response to support tickets within two (2) business days;
- Intervention and issue resolution included at no additional cost, within the scope of the assistance plan.
Customers without Assistance Plan
Customers who have not purchased an assistance plan are entitled to:
- Guaranteed response to support tickets within seven (7) business days;
- Any intervention, analysis or resolution activity shall be subject to prior quotation and approval.
3. Scope of Assistance
Response times refer to the initial acknowledgment and evaluation of the ticket.
Resolution times may vary depending on:
- technical complexity;
- third-party dependencies;
- severity and priority of the issue;
- Customer cooperation and availability.
4. Limitations and Exclusions
Service interruptions, delays or reduced performance caused by:
- third-party providers;
- external platforms or plugins;
- Customer-side actions or configurations;
- force majeure events
shall not constitute breach of contract.
5. No Performance or Revenue Guarantees
The Provider does not guarantee:
- specific commercial results;
- revenue growth;
- SEO rankings or advertising outcomes.
All services are provided as professional support and consultancy, not as performance-based commitments.
6. Limitation of Liability
To the maximum extent permitted by law, DSGN® S.R.L. shall not be liable for indirect, incidental or consequential damages arising from service interruptions, delays or failures.
Last updated: 12th December 2025