{"id":988,"date":"2026-01-17T12:24:36","date_gmt":"2026-01-17T10:24:36","guid":{"rendered":"https:\/\/etimologiera.gr\/?page_id=988"},"modified":"2026-01-19T20:23:59","modified_gmt":"2026-01-19T18:23:59","slug":"support-service-level-agreements-sla","status":"publish","type":"page","link":"https:\/\/etimologiera.gr\/en\/support-service-level-agreements-sla\/","title":{"rendered":"Support & Service Level Agreements (SLA)"},"content":{"rendered":"\t\t
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Support & SLA<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\ud83d\udd58 Support Hours & Channels<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Support is provided through:<\/p>

\ud83d\udce7 Email<\/p>

\ud83d\udcde Telephone support line<\/p>

\ud83e\uddd1\u200d\ud83d\udcbb Remote access<\/p>

Support Hours:
Monday \u2013 Friday, 09:00 \u2013 17:00<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\u23f1 Response Times (SLA)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Level<\/th>\n Description<\/th>\n Response Time<\/th>\n <\/tr>\n <\/thead>\n
Critical<\/td>\n Complete service outage<\/td>\n up to 1 hour<\/strong><\/td>\n <\/tr>\n
High<\/td>\n Severe malfunction<\/td>\n up to 4 hours<\/strong><\/td>\n <\/tr>\n
Medium<\/td>\n Limited functionality<\/td>\n up to 8 hours<\/strong><\/td>\n <\/tr>\n
Low<\/td>\n Questions \/ improvements<\/td>\n up to 24 hours<\/strong><\/td>\n <\/tr>\n <\/tbody>\n<\/table>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\ud83d\udd04Incident Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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e-timologiera applies a structured incident management process that includes:<\/p>

\u2022<\/strong> Incident logging<\/p>

\u2022<\/strong> Classification and prioritization<\/p>

\u2022<\/strong> Resolution and monitoring<\/p>

\u2022<\/strong> Resolution reporting to the customer<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\ud83e\uddfe Continuous Improvement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Support statistics are used to:<\/strong><\/p>

\u2022<\/strong> System upgrades<\/p>

\u2022<\/strong> Service improvement<\/p>

\u2022<\/strong> Prevention of future issues<\/p>

\u00a0<\/p>

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\ud83e\uddfeWhat Does This Mean for Customers?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Customers of e-timologiera ensure:<\/strong><\/p>

\u2022<\/strong> Predictable service quality<\/p>

\u2022<\/strong> Prompt technical support<\/p>

\u2022<\/strong> Operational security<\/p>

\u2022<\/strong> Stable, long-term cooperation<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\ud83d\udcdc Service Level Agreement (SLA) Clause<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The stated response times refer to the initial response time of the BRATNET E.E<\/strong>. technical team following the logging of an incident and the initiation of the recovery process.<\/p>

These response times do not constitute a guarantee of final resolution time, as the total restoration time may be affected by:<\/p>

\u2022 The complexity of the incident<\/p>

\u2022 Dependencies on third-party infrastructure or service providers<\/p>

\u2022 The availability of information or cooperation from the customer<\/p>

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.<\/a><\/p>

The SLA commitments described herein may be further specified or amended by written agreement within the framework of a commercial contract.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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The provision of services is governed by the official Electronic Invoicing Provider Agreement.<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

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. \ud83d\udd58 Support Hours & Channels Support is provided through: \ud83d\udce7 Email \ud83d\udcde Telephone support line \ud83e\uddd1\u200d\ud83d\udcbb Remote access Support Hours:Monday \u2013 Friday, 09:00 \u2013 17:00 \u23f1 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-988","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/pages\/988","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/comments?post=988"}],"version-history":[{"count":10,"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/pages\/988\/revisions"}],"predecessor-version":[{"id":1100,"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/pages\/988\/revisions\/1100"}],"wp:attachment":[{"href":"https:\/\/etimologiera.gr\/en\/wp-json\/wp\/v2\/media?parent=988"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}