Subject of the Contract
Contracted Services
- ✔ IT infrastructure implementation and configuration: Hardware and software design, installation, and configuration
- ✔ IT security services: Protection against cyber threats, security audits, and access management
- ✔ Technology consulting: IT analysis, advisory, and strategic planning
- ✔ Systems maintenance: Server and workstation troubleshooting and fault resolution
- ✔ Technical support: Remote or on-site assistance for incident resolution
- ✔ Solution development and integration: Custom software development and existing tool adaptation
Service Modes
- • On-site services: Intervention at Client's premises with deployment of specialized technicians
- • Remote services: Assistance and technical support through remote access tools
- • Emergency services: Priority attention for critical failures affecting Client operations
- • Scheduled services: Planned interventions at times agreed with the Client
- • Continuous monitoring services: Preventive supervision and maintenance to ensure system stability
Service Delivery Conditions
Initial Evaluation
- • Analysis of specific requirements: Identification of Client's technical and operational needs
- • Current system status diagnosis: Evaluation of existing hardware and software
- • Technical proposal with recommended solutions: Development of a detailed action plan
- • Implementation plan: Definition of timeframes, resources, and procedures to follow
Work Methodology
- • Use of standardized procedures in accordance with international best practices
- • Detailed documentation of each intervention and system changes
- • Version control to ensure modification traceability
- • Validation testing before final delivery to Client
Deliverables
- • Technical documentation on implemented solutions
- • User manuals to facilitate system operation
- • Detailed reports of each intervention performed
- • Configuration and access logs for IT support
Responsibilities
Client Responsibilities
- • Provide truthful and complete information about systems and specific needs
- • Facilitate access to infrastructure and equipment when necessary
- • Have legally acquired licenses and software
- • Comply with technical recommendations indicated by the Provider
- • Make payments within agreed timeframes
Liability Limitations
The Provider shall not be liable for indirect damages, loss of profits, or data losses arising from the use of its services.
- • Liability will depend on the type of service provided and specific agreed conditions
- • For technical assistance and immediate support services, warranty is limited to 15 calendar days
- • For implementation services, liability will be effective until final delivery
- • No guarantee for problems caused by third parties
Incident Escalation
Level 1 - Basic Support
Initial attention and diagnosis. Resolution of minor problems.
Response time: Within 4 business hours
Level 2 - Advanced Support
In-depth incident analysis. Critical system intervention.
Response time: Within 8 business hours
Level 3 - Specialist Escalation
Evaluation by infrastructure or development experts. Implementation of custom solutions.
Response time: Up to 24 business hours
The Client can request updates on incident status at any time
Warranties by Service Type
Technical assistance and immediate support services
If the same problem reappears within this period, a new intervention will be performed at no additional cost
IT infrastructure implementation and configuration services
Ensuring proper functioning of implemented systems
Software development and solution integration
Covering implementation and functionality defects
Warranty Claims Procedure
Problem Notification
Client must send an email to [email protected] or contact the specified support number
Technical Evaluation
Provider's team will analyze the request and determine if the problem is covered by warranty
Response will be provided within maximum 48 business hours
Problem Correction
If warranty is approved, correction will be performed at no additional cost
Case Closure
A report with details of the applied solution will be sent
If the problem is not covered by warranty, Client will be informed about possible solutions and associated costs
Economic Conditions
Billing
- • Recurring services will be billed monthly
- • Specific projects will be billed according to previously agreed delivery milestones
- • One-time interventions will be billed upon service completion
Payment Terms
- • Payment deadline will be minimum 10 business days from invoice issuance
- • Payment will be made via bank transfer or cash
- • In case of delay, a 1.5% penalty will be applied to the pending amount
- • Services may be suspended after 8 days of delay
Contract Termination
- • By mutual agreement: Both parties agree to end the contractual relationship
- • Due to breach: If one party seriously breaches the established conditions
- • For justified cause: Reasons such as insolvency, fraud, or external circumstances
Legal Framework
Applicable Legislation
This contract is governed by the legislation of the Italian Republic, in accordance with the Italian Civil Code and European Union regulations
Jurisdiction and Dispute Resolution
In case of dispute arising from the interpretation, compliance, or execution of this contract, the parties agree to submit to the exclusive jurisdiction of the courts of Messina, Italy
Dispute Resolution Procedure
- • Mediation: Either party may request formal mediation before a recognized center in Italy
- • Optional Arbitration: If both parties agree, the dispute may be resolved through arbitration at the Messina Chamber of Commerce
- • Legal Action: If previous solutions are not satisfactory, parties may file their claims before competent courts in Messina, Italy
Additional Policies and References
Complementary Documents
Legal Documentation and Contact
P.IVA: VAT Number: 03810000830
PEC: [email protected]
Email: [email protected]
Website: www.threvol.it