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Hellenic Technologies provides clearly defined Service Level Agreements for clients on managed retainer engagements, giving you documented commitments on response times, resolution targets, and escalation paths — so you know exactly what to expect when issues arise. Our SLA framework is tiered to reflect the nature and urgency of different support scenarios. Critical issues affecting live production systems — a broken website, a failed tracking setup, a suspended campaign — receive immediate priority response. Standard optimisation requests and planned work follow predictable turnaround windows that allow proper resource allocation without false urgency. SLAs are incorporated into retainer agreements and reviewed at quarterly business reviews. Where persistent performance against SLA targets indicates a structural issue — whether in resourcing, tooling, or client-side dependencies — we address it transparently in QBR rather than allowing it to erode the relationship. Our SLA tier structure:
  • Critical (P1) — Production-down issues: initial response within 2 business hours, resolution target within 1 business day
  • High (P2) — Significant performance or functionality issues: response within 4 business hours, resolution target within 2 business days
  • Standard (P3) — Optimisation requests and planned changes: acknowledgement within 1 business day, delivery per agreed schedule
  • Low (P4) — Minor requests and nice-to-haves: captured in backlog, scheduled at monthly planning
  • Escalation path — Clear escalation route from account manager to department head to agency director
  • Uptime commitments — Hosting and infrastructure SLAs provided for managed website and server environments
  • SLA reporting — Monthly SLA performance summary included in standard reporting pack