Emergency Service Terms

These terms apply to the purchase and delivery of the emergency intervention packages for Microsoft SQL Server. By purchasing a package, the client confirms they have read and accepted them.

1. Scope and nature of the intervention

The emergency service consists of specialist technical intervention on Microsoft SQL Server instances in critical conditions (instance unavailable, blocking, severe performance degradation, malfunctions compromising operations).

Best-efforts obligation. The intervention is a best-efforts obligation, not an obligation of result: SQL Advisory applies expertise, experience and professional diligence to diagnose and stabilize the system as quickly as reasonably possible, but does not guarantee a specific outcome.

In particular, the following are not guaranteed: full data recovery, absence of data loss, or restoration within a predetermined time. The ability to recover data depends decisively on the availability and integrity of the client's backups, which remain the client's responsibility.

2. Objective: stabilization

The objective of the emergency intervention is the stabilization of the system, i.e. restoring operations: the system returns to functional working order, even if not necessarily optimized. Removal of root causes, consolidation and in-depth optimization may require subsequent activities, which can be planned separately.

3. Service window and response times

Service window: Monday–Friday, 9:00–22:00 CET.

For engagements starting within the service window, handling begins within 2 business hours. Once the intervention has started, work continues until the system is stabilized, beyond the window's hours if necessary.
Incidents opened outside the service window (night, weekends, holidays) are handled on a best-effort basis, i.e. subject to availability, without a guaranteed SLA, and at a rate to be agreed based on urgency and time of day.

4. Duration and additional hours

Each package includes a minimum block of hours. The time actually required for stabilization cannot be determined in advance: it is estimated by SQL Advisory after the initial diagnosis.

Should stabilization require additional hours beyond the initial block, such hours are agreed with the client during the intervention, at the package's hourly rate, and may be purchased at that time or invoiced on a time-and-materials basis by agreement. No additional hours are delivered without prior agreement.

5. Technical prerequisites

Delivery of the service requires the client to provide adequate remote access to the systems involved (VPN, jumpbox or shared session) and the necessary credentials with appropriate privileges. Unavailability or delay in providing access suspends the response times.

6. Payment and validity

Packages are purchased online by card via Stripe; the electronic invoice is issued by SQL Advisory S.r.l.
Amounts shown are exclusive of VAT; VAT or equivalent tax applies where applicable, according to the client's jurisdiction.
For prepaid-hours packages (e.g. Crisis Cover), the prepaid hours are usable within the terms stated in the package.

7. Limitation of liability

Without prejudice to mandatory law, SQL Advisory is not liable for damages arising from conditions pre-existing the intervention, from the state of the client's systems or backups, or from external factors not attributable to its activity. Liability for wilful misconduct or gross negligence under applicable law remains.

8. Governing law and jurisdiction

These terms are governed by Italian law. The Court of Turin has exclusive jurisdiction over any dispute.

SQL Advisory S.r.l. · Corso Vittorio Emanuele II 162, 10138 Turin, Italy · VAT 13452960019 · REA TO-1364227

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