Support & SLA
BRATNET E.E., the company behind the e-timologiera platform, provides structured technical support and agreed service levels (SLAs), ensuring uninterrupted operation for businesses and public sector organizations.
🕘 Support Hours & Channels
Support is provided through:
📞 Telephone support line
🧑💻 Remote access
Support Hours:
Monday – Friday, 09:00 – 17:00
⏱ Response Times (SLA)
| Level | Description | Response Time |
|---|---|---|
| Critical | Complete service outage | up to 1 hour |
| High | Severe malfunction | up to 4 hours |
| Medium | Limited functionality | up to 8 hours |
| Low | Questions / improvements | up to 24 hours |
🔄Incident Management
e-timologiera applies a structured incident management process that includes:
• Incident logging
• Classification and prioritization
• Resolution and monitoring
• Resolution reporting to the customer
🧾 Continuous Improvement
Support statistics are used to:
• System upgrades
• Service improvement
• Prevention of future issues
.
🧾What Does This Mean for Customers?
Customers of e-timologiera ensure:
• Predictable service quality
• Prompt technical support
• Operational security
• Stable, long-term cooperation
📜 Service Level Agreement (SLA) Clause
The stated response times refer to the initial response time of the BRATNET E.E. technical team following the logging of an incident and the initiation of the recovery process.
These response times do not constitute a guarantee of final resolution time, as the total restoration time may be affected by:
• The complexity of the incident
• Dependencies on third-party infrastructure or service providers
• The availability of information or cooperation from the customer
BRATNET E.E. makes every reasonable effort to restore services as quickly as possible, applying the business continuity, incident management, and disaster recovery procedures described on the Security & Infrastructure page.
The SLA commitments described herein may be further specified or amended by written agreement within the framework of a commercial contract.
The provision of services is governed by the official Electronic Invoicing Provider Agreement.