The Italian version constitutes the only official and legally binding version of the document. The English-language version of this document is provided solely as a courtesy to facilitate consultation by users. In the event of any discrepancies, interpretive differences, or inconsistencies between the Italian-language version and any translated version, the Italian text alone shall prevail and be deemed authoritative.

Malfunctions, technical problems and errors

If there are errors in a message, we recommend referring to section https://github.com/pagopa/devportal-docs/blob/docs/from-gitbook/docs/UPXI5qlLme7xci8KwDxf/che-cosa-puo-fare-un-servizio-su-io/cosa-fare-in-caso-di-errori-nellinvio/README.md, which includes some message templates to customize and use depending on the type of error.

In the case of malfunctions and large and ongoing technical problems that have a strong impact on the provision of the service, we suggest informing citizens through the institutional channels available to the institution, such as press releases or social media.

It is necessary to explain the type of malfunction and how long it will last

In these communications, it is important to explain what the malfunction is and how long it will last, what are the impacts on citizens and if there are alternative channels to use until the problem is solved. Once the malfunction is solved, use the same channels to communicate it.

If the problem was caused by a technological partner or the aggregator, the press release and posts in digital channels must always be made in the name of the institution. In the same way, PagoPA S.p.A. or the IO app must not be blamed for problems or malfunctions for which the institution or technological partner is responsible.

For more details, read the pagoPA brand guidelines.