LEGAL
Service Terms & SLA
This page describes what an ITSP support agreement covers: how incidents are categorised, what response time means and how it differs from resolution time, what is not covered, the obligations on each side, and the areas where we operate including vessels at sea.
This text describes the structure of our agreements and must be reviewed by a lawyer before publication. The binding terms are always those of the signed contract, not this page.
What an SLA is
An SLA is the written agreement on service level: what counts as a critical incident, within how long work on it begins, and during which hours the cover applies.
Response time is the interval from logging the request to an engineer starting work on it. It is not resolution time: resolution depends on the nature of the fault, on spare part availability and on third party providers. We commit to what we control.
Severity categories
| Category | Examples | Priority |
|---|---|---|
| Critical | Business stopped: server, network, email or phone system down, active security incident | Immediate, ahead of all other work |
| High | A department or critical function affected, but a temporary way of working exists | Within the same working day |
| Normal | A single user or device, with no obstacle to business operation | Scheduled |
| Change request | New user, new device, configuration or flow change | By arrangement |
The specific response times per category are set in your contract and depend on the SLA level you choose. We do not publish single figures for everyone, because they would be either overly conservative or unrealistic for part of our clients.
Hours of cover
Standard support cover is within business hours. Monitoring of critical systems runs 24/7 and alerts arrive regardless of the hour.
Out of hours and public holiday cover is defined explicitly in the SLA level, so there is no ambiguity at the moment it matters.
What a typical agreement includes
- Unlimited remote support during business hours
- A defined number of visits, or priority for on-site attendance
- Preventive maintenance and security updates
- 24/7 monitoring of critical systems with alerting
- Backup verification
- Licence and renewal management
- A maintained equipment and infrastructure register
- Guaranteed response times and periodic reporting to management
- Preferential rates for projects outside the agreement
What is not covered
- Equipment, spare part and software licence costs
- Installation projects outside the agreement, which are quoted separately
- Third party application support provided by its vendor, such as ERP
- Penetration testing, certification or legal compliance projects, and security awareness training
- Availability responsibility for infrastructure we are not permitted to control or fix
- Third party delays, such as circuit activation or number porting by a provider
Obligations on both sides
On ours: one point of contact who knows your infrastructure, every request logged, the agreed response times met, documentation kept current, and early notice when something cannot be met.
On yours: access to systems and management credentials, a single point of contact for decisions, work windows for critical changes, and agreement on the fixes assessed as critical at handover.
If a fix identified as critical is not approved, we do not accept availability responsibility for that system. We record this in writing at handover, so no misunderstanding arises later.
Service areas
| Area | Coverage |
|---|---|
| Attica | Base and immediate service, with on-site visits by SLA priority |
| Rest of Greece | Projects and scheduled visits, with remote support at the same level |
| Cyprus | Projects and scheduled visits |
| Vessels | Remote support regardless of the vessel position, attendance on board by arrangement |
| Europe | Remote services (managed IT, cloud, cybersecurity, VoIP) as standard; on-site only by arrangement, travel charged separately |
| Rest of world | Remote services as standard; on-site is not offered outside a specific arrangement |
Travel time outside Attica is quoted separately and is not included in the response times for remote support. For clients outside Greece and Cyprus, remote services (managed IT, cloud, cybersecurity, VoIP, monitoring, consulting) are provided as standard. Services that require physical presence (cabling, equipment installation, on-site visits) are limited to Greece, with travel for larger projects by arrangement.
Pricing
The agreement is charged monthly, based on the number of users and devices and the SLA level, not by the hour. The purpose of the model is to make IT cost predictable and to stop incidents being rewarded.