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A Service Level Agreement is only as valuable as the commitment behind it. Hellenic Technologies offers tiered SLA packages with contractually committed uptime guarantees and response time obligations, backed by the monitoring infrastructure to measure compliance and the on-call processes to meet response targets. Every managed infrastructure engagement includes a clearly defined SLA tier so clients know exactly what to expect. Our Standard SLA tier provides 99.9% uptime guarantee (8.76 hours maximum downtime per year) with business-hours support, 4-hour P1 response time, and next-business-day response for P2-P4 issues. This tier suits applications where some tolerance for out-of-hours incidents exists. The Professional SLA tier extends to 24/7 support with 1-hour P1 response and 4-hour P2 response, suitable for customer-facing applications where availability directly impacts revenue. The Enterprise SLA tier provides 99.95% uptime guarantee with 15-minute P1 response, dedicated on-call engineer assignment, and monthly SLA compliance reporting. Enterprise clients receive a dedicated Slack channel for direct communication with the team, quarterly infrastructure reviews, and priority scheduling for maintenance and improvements. SLA credits are issued automatically when committed response times or uptime guarantees are not met. SLA tier comparison: SLA management services include:
  • SLA tier selection based on application criticality and business requirements
  • Uptime monitoring and SLA compliance measurement infrastructure
  • Monthly SLA compliance reports with actual vs committed metrics
  • Escalation matrix documentation and emergency contact procedures
  • Dedicated communication channels for Enterprise clients
  • SLA credit calculation and issuance for missed commitments
  • Quarterly infrastructure reviews with improvement recommendations
  • Business continuity planning and disaster recovery documentation
  • On-call rotation management and escalation path testing