Service Level Agreement (SLA)

Support Policy & Response Times

1. Standard Working Hours

Support and development work are performed during the following hours:

Monday - Friday: 09:00 - 18:00 (EET - Eastern European Time)
Weekends: Closed (Except for Emergency Plans)

2. Response Time Guarantees

We prioritize issues based on severity:

Critical (Server Down / Data Loss): Within 4 Hours (During working hours)
High Priority (Email Delivery Issues): Within 24 Hours
General Inquiries / Marketing Updates: Within 48 Hours

3. Emergency Support

For critical issues occurring outside of standard working hours, Emergency Support is available at an additional hourly rate (€100/hr). This ensures immediate attention to your infrastructure.

4. Maintenance Windows

Routine server maintenance and updates will be scheduled in advance, typically during weekends or off-peak hours to minimize business disruption.

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