Service commitments
Our managed IT service commitments
Clear rules before the service starts. Availability, response, restoration, security and exit planning: the contract states what is covered, how times are measured and which situations are excluded.
Service levels
Every priority has a definition and a target time.
Proposed grid, tied to the scope and architecture defined in the contract.
- P1Service down
Critical service unavailable, business blocked, no acceptable workaround
- Coverage
- 24/7
- Response time
- 30 min
- Restoration target
- 4 h
- P2Major degradation
Significant degradation, business continues with difficulty or a workaround
- Coverage
- Business days, 9 am–6 pm
- Response time
- 2 business hours
- Restoration target
- 1 business day
- P3Non-blocking incident
Non-blocking incident, assistance request or standard change
- Coverage
- Business days, 9 am–6 pm
- Response time
- 4 business hours
- Restoration target
- 3 business days
- P4Planned change
Planned change, project request or improvement
- Coverage
- Business days, 9 am–6 pm
- Response time
- 1 business day
- Restoration target
- Per agreed schedule
| Priority | Definition | Standard coverage | Response time | Restoration or workaround target |
|---|---|---|---|---|
| P1 | Critical service unavailable, business blocked, no acceptable workaround | 24/7 | 30 min | 4 h |
| P2 | Significant degradation, business continues with difficulty or a workaround | Business days, 9 am–6 pm | 2 business hours | 1 business day |
| P3 | Non-blocking incident, assistance request or standard change | Business days, 9 am–6 pm | 4 business hours | 3 business days |
| P4 | Planned change, project request or improvement | Business days, 9 am–6 pm | 1 business day | Per agreed schedule |
Times apply under contractual conditions, for the scope and architecture defined in the contract. Response time is a commitment on when work starts; restoration or workaround is a target, measured according to the rules in the “Measurement” tab and excluding the listed exceptions.
Response
A qualified engineer acknowledges the request, checks the priority level, starts the diagnosis and informs the designated contact.
Restoration
The service is usable again, or an acceptable workaround is in place. The permanent fix may be handled as a separate action.
Clock suspension
The clock may be paused while SKILLSYS is waiting for an approval, access, information or action from the client, a software vendor, an operator or another third party.
Standard target
99.9%
Per month. Target applicable to redundant managed services expressly covered by the contract, under the agreed measurement rules and exclusions.
Calculation
Availability = total time in the period minus downtime attributable to the service, divided by the total time in the period.
Usual exclusions
- Announced and approved maintenance windows
- Failure of a service or device outside the scope
- Changes made by the client without coordination
- Incidents at a third-party operator or supplier outside SKILLSYS's responsibility
- Force majeure
- Non-redundant architecture when this limitation has been explicitly accepted
Any service credits, caps and calculation methods must be defined in the commercial contract.
Key clauses
Four clauses to read before you sign.
Exit planning
At the end of the contract, SKILLSYS prepares the handover of configurations, documents, inventories and data within the scope. The standard target is 30 calendar days, depending on complexity, volumes and the obligations set out in the contract.
Data location
For services hosted by SKILLSYS, the main infrastructure is located in France at Digital Realty PAR5. For public cloud services, regions, data flows, backups and any transfers are documented and approved with the client.
Confidentiality
Technical, commercial and organisational information received during an engagement is covered by a contractual confidentiality obligation. A dedicated NDA can be signed when needed.
Responsibilities
The contract sets out what falls to SKILLSYS, the client, the data centre, network operators, software vendors and cloud providers. No service level should rely on an unassigned responsibility.
PAR5 data centre
Security and compliance at Digital Realty PAR5
SKILLSYS operates its own equipment at the Digital Realty PAR5 data centre in Saint-Denis, France. The ISO 27001, ISO 22301 and HDS certifications and the SOC 2 attestation below are held by the data centre operator, Digital Realty, not by SKILLSYS.
Standards applicable to the Digital Realty PAR5 facility and its certified scope.
Information security management and risk management.
Business continuity and high availability of the facility.
Official certification for hosting and protecting health data (HDS).
Independent auditor's attestation report (SOC 2) on security, confidentiality and availability: an attestation, not a certification.
These standards cover the physical infrastructure of the PAR5 site (building, power, access security, continuity). They are not a certification of SKILLSYS managed services. The operator's supporting documents for the relevant scope are available on request.
Before the proposal
Review our commitments before you decide.
We can send you a service level grid and a sample of exit-planning clauses before the commercial proposal.