Service Level Agreement (SLA)
CONSOO S.R.L.S. — hice Edition: English master (international) Last updated: 3 July 2026
1. Subject matter, scope and definitions
1.1 Subject matter
1.1.1 This Service Level Agreement (the "SLA") sets out the service-level commitments relating to the availability of the Service and to the technical support that hice (CONSOO S.R.L.S.) undertakes to provide to Customers who have subscribed to a Paid Plan.
1.1.2 The SLA forms an integral and essential part of the General Terms of
Service (condizioni-generali-servizio.md) and must be read together with them,
with the Data Processing Agreement (dpa-trattamento-dati.md) and with the
Economic Terms and Billing (condizioni-economiche.md). In the event of a
conflict between this SLA and the General Terms of Service regarding service
levels, this SLA prevails; for any other matter the General Terms of Service
prevail.
1.2 Scope of application and defined terms
1.2.1 Capitalized terms not defined in this SLA have the meaning attributed to
them in the General Terms of Service and in the glossary of the drafting
foundation (see _foundation.md §3). In particular, the following terms are
referred to: the Service, the Customer, User, Tenant,
Customer Data, Plan, Paid Plan, Free Plan, Fee, AI
Features, Sub-processor.
1.2.2 The SLA applies solely to the component of the Service delivered in web
mode at app.hice.ai and to the related APIs, for the Customer's Tenant holding
a Paid Plan and in good standing with payments. The mobile applications
(iOS/Android) depend on the availability of the stores and of the devices and
are not covered by autonomous availability commitments; where they operate as
clients of the web Service, the relevant availability remains that measured on
the web Service pursuant to Article 2.
1.3 Exclusion of the Free Plan
1.3.1 This SLA does NOT apply to the Free Plan. The Free Plan is provided "as is" and "as available", on a best-effort basis, without any availability commitment, without guaranteed support levels and without service credits.
1.3.2 The conditions of the Free Plan are governed by the Free Plan and Beta
Terms (termini-piano-gratuito-beta.md). No provision of this SLA may be
construed as a source of a service-level commitment in favour of a Customer
using the Free Plan, not even by analogy.
2. Availability of the Service
2.1 Definition of "Availability"
2.1.1 "Availability" means the condition in which the substantial functions
of the web Service are accessible and operational through app.hice.ai, in
response to valid requests made by Authorized Users with valid credentials.
2.1.2 The Service is deemed "Unavailable" when, for causes attributable to hice and net of the exclusions set out in Article 4, the substantial functions of the Service are not usable by the generality of the Tenant's Users, for example due to total unavailability of the application or systematic inability to authenticate or to complete the main operations.
2.1.3 The following do not constitute Unavailability: performance degradation that does not prevent the substantial use of the Service; the unavailability of individual ancillary functions; errors limited to individual Accounts, devices, networks or Customer configurations; as well as any event falling within the exclusions of Article 4.
2.2 Measurement window
2.2.1 Availability is measured on a calendar-monthly basis (the "Measurement Month"), considering the total minutes of the calendar month.
2.2.2 The reference time zone for measurement and for the calculation of the windows (including scheduled maintenance and prior notices) is Central European Time (CET/CEST).
2.3 Uptime objective
2.3.1 hice sets as its objective for the monthly Availability of the Service a percentage equal to 99.8% (the "Uptime Objective"), referred to the Measurement Month.
2.3.2 The Uptime Objective referred to in the preceding paragraph is a service-level objective pursued according to the criterion of professional diligence and reasonable continuity of the Service, net of the exclusions set out in Article 4. For the remedy in the event of failure to achieve it, reference is made to Article 6.
2.4 Calculation method
2.4.1 The Availability percentage of the Measurement Month is calculated according to the following formula:
Availability % = ( (Total Minutes − Excluded Minutes − Unavailability Minutes) / (Total Minutes − Excluded Minutes) ) × 100
where:
- Total Minutes: the total number of minutes of the Measurement Month;
- Excluded Minutes: the minutes corresponding to the events and periods listed in Article 4 (exclusions), including the scheduled maintenance referred to in Article 3;
- Unavailability Minutes: the minutes, net of the Excluded Minutes, during which the Service was Unavailable pursuant to Article 2.1, counted from the moment hice detected or received a proper report of the Unavailability until the restoration of the Service.
2.4.2 The measurement is carried out on the basis of hice's monitoring tools and logs, which constitute the reference source. Any windows below the instrumental detection threshold may not be counted.
2.4.3 The accrual of the Unavailability Minutes presupposes that hice was aware of the event; the Customer is required to promptly report any unavailability of which it is aware in accordance with the procedures of Article 5.
3. Scheduled maintenance
3.1 hice may suspend or limit access to the Service for scheduled maintenance activities (updates, migrations, interventions on infrastructure, security and performance).
3.2 For scheduled maintenance, hice provides reasonable prior notice, as a rule with at least `` hours/days in advance, through one or more of the following channels: notice within the Service, communication to the e-mail address of the Tenant administrator, or a dedicated status page. Where possible, scheduled maintenance is planned during low-usage windows.
3.3 The periods of scheduled maintenance carried out in compliance with the prior notice referred to in paragraph 3.2 are not counted as Unavailability and constitute Excluded Minutes pursuant to Article 2.4.
3.4 In the presence of urgent needs of security or of the integrity of the Service or of the data, hice may carry out emergency maintenance without prior notice or with reduced notice, giving notice thereof as soon as reasonably possible. The periods of emergency maintenance also constitute Excluded Minutes.
4. Exclusions from the calculation of Availability
4.1 The following are excluded from the calculation of Availability, and therefore constitute Excluded Minutes (i.e., they do not amount to Unavailability): the instances of unavailability, suspensions, degradations or malfunctions caused, in whole or in part, by one or more of the following factors:
4.1.1 Scheduled maintenance pursuant to Article 3, including emergency maintenance.
4.1.2 Force majeure and causes beyond hice's control, in accordance with the provisions of the General Terms of Service: by way of example, natural events, fires, floods, epidemics or pandemics, acts of authority, regulatory measures, strikes, wars, acts of terrorism, generalized interruptions of electrical power or of Internet connectivity, cyber attacks (including DDoS) not attributable to fault of hice.
4.1.3 Causes attributable to the Customer or its Users, including: use of
the Service not in compliance with the General Terms of Service, with the
Acceptable Use Policy (politica-uso-accettabile.md) or with the Documentation;
configurations, integrations, customizations, scripts or automations set up by
the Customer; exceeding usage limits or quotas; problems with credentials, with
Account management or with permissions internal to the Tenant.
4.1.4 Causes attributable to third parties and to the Customer's environment, including: equipment, networks, devices, browsers, operating systems, software, firewalls or connectivity of the Customer or of its Users, as well as malfunctions of Internet access providers.
4.1.5 Unavailability, suspension, degradation, limitation or modification of
third-party services on which the delivery of the Service or of its functions
depends, in whole or in part, including the third-party providers referred to
in §5 of the drafting foundation and the Sub-processors. By way of example
and not exhaustively: the provider of cloud infrastructure, hosting, database,
authentication and storage; the provider of transactional e-mail sending
services; the provider of payment processing services; the provider of product
analytics and diagnostics services; the provider of push notification services;
the provider of processing services for the AI Features. The components that
depend on such services (in particular the AI Features) follow the availability
of the relevant third-party service. The list of Sub-processors and providers,
described by functional category, is the one set out in the drafting foundation
(see _foundation.md §5) and in the DPA (dpa-trattamento-dati.md).
4.1.6 Unavailability of the integrations chosen by the Customer (mail/ calendar), activated by the Customer with its own credentials in "BYO" (bring your own) mode. Such integrations operate on the mail and calendar services chosen by the Customer, with the Customer's OAuth credentials; their unavailability, quota or API limitations, authorization revocations, modifications or suspensions on the side of the provider chosen by the Customer are beyond hice's control and are excluded from the calculation of Availability.
4.1.7 Legitimate suspensions of the Service, total or partial, carried out by hice in accordance with the General Terms of Service or the Acceptable Use Policy (for example for non-payment of the Fee, abuse, breach of the Terms, security needs, orders of the authority).
4.1.8 The versions or functions qualified as Beta, preview or early access, provided "as is" and devoid of service-level commitments.
4.1.9 The instances of unavailability attributable to the Free Plan pursuant to Article 1.3.
4.2 It is understood that the exclusions of this Article concern the calculation
of the service-level commitments and do not affect the allocation of liability
with regard to the protection of personal data, which remains governed by the
DPA (dpa-trattamento-dati.md) and by Articles 82 et seq. of the GDPR.
5. Support levels
5.1 Channel and hours
5.1.1 Technical support for Customers with a Paid Plan is provided in the Italian language through the channel indicated within the Service or at the address info@hice.ai .
5.1.2 Support is provided on business days (excluding Saturdays, Sundays and public holidays), according to the time zone referred to in Article 2.2.2; the coverage time slots are ``.
5.2 Severity classification
5.2.1 Reports are classified by hice, reasonably and based on the actual impact, into one of the following Severity levels:
| Level | Definition (impact) |
|---|---|
| Critical | Service Unavailable or unusable for the generality of the Tenant's Users; no workable alternative solution. |
| High | Main function seriously compromised or malfunctioning for many Users; significant operational impact; alternative solution absent or burdensome. |
| Medium | Malfunction of a function with circumscribed impact or with a reasonably workable alternative solution. |
| Low | Minor problem, usage question, cosmetic anomaly, request for information or for a function. |
5.2.2 The Customer is required to provide the information necessary to reproduce and diagnose the problem (description, steps, times, affected Accounts, error messages, avoiding the transmission of unnecessary personal data).
5.3 First response times
5.3.1 hice endeavours, on a best-effort basis, to provide a first response (acknowledgement) on business days, giving priority to reports of higher Severity according to the indicative order set out below. The times do not constitute binding commitments and will, if applicable, be defined on a binding basis through the procedures of Article 10:
| Severity | First response time (best-effort objective, in business days) |
|---|---|
| Critical | maximum priority `` |
| High | high priority `` |
| Medium | ordinary priority `` |
| Low | reduced priority `` |
5.3.2 The times set out in the table are stated as best-effort objectives in business days and do not constitute binding commitments until they are defined and approved. They refer to the first response time and do not in any case constitute a commitment of resolution time: resolution times depend on the nature of the problem, on reproducibility and on any dependencies on third parties or Sub-processors (Article 4).
5.3.3 hice handles reports with professional diligence, giving priority to higher severities. The downgrading of severity is permitted when, following further analysis or an alternative solution, the impact proves lower than that initially attributed.
6. Service credits
6.1 Service credits not provided in v1. In this version of the Service and of this SLA (v1) no service credits are provided in favour of the Customer for the failure to achieve the Uptime Objective referred to in Article 2.3 or, more generally, in relation to the Availability of the Service.
6.2 Applicable remedy. In the event of failure to comply with the service
levels of this SLA, the remedy in favour of the Customer is the one provided
by law, within the limits and according to the procedures of the rules on the
limitation of liability set out in Article 8 and in the General Terms of
Service (condizioni-generali-servizio.md), without prejudice to the
non-derogable carve-outs set out in Article 8.2.
6.3 Possible future introduction. hice reserves the right to introduce, in subsequent versions of the Service or of this SLA, a service-credit mechanism with Availability thresholds, percentages of the Fee and request procedures which will in that case be defined and communicated through the procedures of Article 10. Until such possible introduction, no provision of this SLA may be construed as a source of a right to service credits.
7. Warranty disclaimers and technological dependencies
7.1 Save as expressly provided by this SLA and within the non-derogable limits of the law, the Service is provided "as is" in accordance with the provisions of the General Terms of Service. hice does not warrant that the Service will be uninterrupted or error-free, nor the fitness of the Service for the Customer's specific purposes.
7.2 The AI Features (chat assistant, candidate matching, CV parsing, OCR)
produce results that may contain errors or inaccuracies, are provided as an aid
and must be verified by the Customer; the suggested write actions require human
confirmation (human-in-the-loop). The availability of the AI Features depends on
third-party components (the provider of processing services for the AI Features
referred to in §5) and is subject to the exclusions of Article 4. The
transparency and the rules governing the AI Features are regulated by the AI and
Algorithmic Transparency Notice (informativa-ai-trasparenza.md).
7.3 The overall availability of the Service depends on the infrastructure and on
the Sub-processors (_foundation.md §5). The commitments of this SLA are
calibrated taking into account such dependence and are intended net of the
exclusions of Article 4.
8. Limitation of liability and non-derogable carve-outs
8.1 Since in v1 no service credits are provided (Article 6), the remedy for the failure to comply with the service levels is the one provided by law, subject in any case to the rules on the limitation of liability contained in the General Terms of Service: in particular, hice's aggregate liability is limited to the amount of the Fees paid by the Customer in the 12 months preceding the harmful event, with the exclusion of indirect and consequential damages, loss of profits, loss of goodwill and loss or corruption of data, without prejudice to the Customer's backup obligation set out in Article 9.
8.2 Non-derogable limits (Article 1229 of the Italian Civil Code). No provision of this SLA — including the exclusions set out in Article 4 — may exclude or limit hice's liability for wilful misconduct or gross negligence, for personal injury, nor in the cases in which the limitation is not permitted by mandatory rule. Any agreements in conflict with such limits are null and void and are deemed not to have been made, without affecting the validity of the remaining provisions.
8.3 The allocation of liability towards Data Subjects with regard to the
protection of personal data remains governed by Articles 82 et seq. of the GDPR
and by the DPA (dpa-trattamento-dati.md), from which this SLA does not derogate.
9. Continuity, backup, RPO and RTO
9.1 hice carries out backup activities for the purposes of continuity of the Service on copies kept on separate infrastructure (off-site backup), performed on a regular basis. Such activity does not replace the Customer's obligation, who remains responsible for keeping its own copies of the critical Customer Data, in accordance with the provisions of the General Terms of Service.
9.2 Continuity objectives (RPO/RTO). hice pursues, as best-effort objectives, the following continuity parameters:
- RPO (Recovery Point Objective) — maximum data loss admitted: ≤ 24 hours (in line with the cadence of the off-site backup);
- RTO (Recovery Time Objective) — target recovery time: ≤ 48 business hours from the moment of ascertainment of the event.
9.3 Nature of the objectives. RPO and RTO constitute best-effort objectives and not absolute guarantees: their failure to be achieved is relevant only within the limits of the limitation of liability (Article 8) and without prejudice to the cases of exclusion (Article 4). The parameters may be updated with the evolution of the infrastructure, giving notice thereof in accordance with the Terms.
10. Modifications to the SLA
10.1 hice may update this SLA through the procedures and prior notices provided for the modification of the General Terms of Service. The modifications do not have retroactive effect on Measurement Months already concluded.
10.2 The version in force of the SLA is the one indicated in the heading of this document.
11. Applicable law and jurisdiction
11.1 This SLA is governed by Italian law, with the exclusion of conflict-of-law rules, and is subject to the same provisions on applicable law and jurisdiction contained in the General Terms of Service. For professional/business Customers, the courts of Milan, Italy have exclusive jurisdiction.
11.2 It is understood that the SLA is addressed to Customers with a Paid Plan.
Where, in a residual hypothesis, a Customer holds the status of Consumer
within the meaning of the Consumer Code, the non-derogable protections in their
favour remain unaffected, including the jurisdiction of the place of residence
or domicile of the Consumer, in accordance with the provisions of the General
Terms of Service and of the Independent Professionals / Consumers Addendum
(addendum-libero-professionista.md).
12. Clauses requiring specific approval (Articles 1341–1342 of the Italian Civil Code)
12.1 Pursuant to and for the purposes of Articles 1341 and 1342 of the Italian Civil Code, the Customer specifically approves, by means of separate acceptance (double tick at the time of subscription), the following clauses of this SLA:
- Article 1.3 (exclusion of the Free Plan from the SLA and its "as is" / best-effort delivery);
- Article 3 and Article 4 (scheduled maintenance and exclusions from the calculation of Availability, including the instances of unavailability of third-party services/Sub-processors and of the integrations chosen by the Customer in BYO mode (mail/calendar), and the legitimate suspensions);
- Article 5.3 (first response times as best-effort objectives, absence of a commitment on resolution times);
- Article 6 (absence of service credits in v1; reference to the remedy provided by law within the limits of the limitation of liability);
- Article 7 (warranty disclaimers);
- Article 8 (limitation of liability, without prejudice to the non-derogable carve-outs of Article 8.2);
- Article 9 (absence of RPO/RTO commitments);
- Article 10 (right to modify the SLA);
- Article 11 (courts of Milan for professional/business Customers).
12.2 The clauses that exclude or limit liability for wilful misconduct or gross negligence are null and void under Italian law (Article 1229 of the Italian Civil Code) and are therefore not subject to approval: the reference above to Article 8 is intended to refer only to the limitations permitted by law, without prejudice to the saving of Article 8.2.