Legal / Service Level Agreement
Service Level Agreement
The standards of responsiveness, availability and communication our clients can expect from us.
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01Scope
This Service Level Agreement (“SLA”) describes our standard service levels for clients with a signed agreement with Ultrania (the “Agreement”). It applies to the services named in the Agreement. If the Agreement sets different levels for a specific service, the Agreement prevails.
It covers three kinds of service: project work (for example a licence application or a system integration), ongoing support and advisory services, and managed services that we operate for you (for example hosting, monitoring, managed security or reconciliation).
02Your engagement lead
Every client has a named engagement lead at Ultrania: one point of contact who owns your plan, coordinates our specialists and is accountable for the service. Your Agreement names a deputy for times when the lead is unavailable.
03Support hours and channels
| Business hours | Monday to Friday, 09:00–18:00 Central European Time, excluding public holidays |
| How to reach us | Your engagement lead, or the support channel named in your Agreement |
| Critical incidents (managed services) | 24/7 through the emergency channel given in your Agreement |
04Priority levels and response times
We classify every request when we receive it, and agree the priority with you if it is unclear. Response means a qualified person is working on the request and has contacted you.
| Priority | Definition | First response | Update interval |
|---|---|---|---|
| P1 · Critical | A managed service is down, client money or data is at risk, or there is an active security incident | 1 hour, 24/7 | Every 2 hours until resolved or stabilised |
| P2 · High | A service is seriously degraded, or a regulatory deadline is at risk | 4 business hours | Daily |
| P3 · Normal | A question, change request or issue with a workaround | 1 business day | As agreed |
| P4 · Low | Information requests, minor improvements | 3 business days | As agreed |
Resolution times depend on the cause, but we always share a plan and an estimated time to resolve with our first substantive update.
05Availability of managed services
For managed hosting and other managed online services, we target 99.9% monthly availability, measured by our external monitoring.
Availability excludes: planned maintenance announced at least 48 hours in advance (normally outside business hours); emergency security maintenance; and outages caused by the client, by third-party providers the client chose, or by events outside our reasonable control.
| Monthly availability | Service credit |
|---|---|
| 99.9% or higher | — |
| 99.0% to below 99.9% | 5% of that month’s fee for the affected service |
| 95.0% to below 99.0% | 10% |
| Below 95.0% | 25% |
Service credits must be requested within 30 days of the end of the month and are deducted from a future invoice. Your Agreement may set different credits.
06Project delivery
- Every project starts with a written scope, plan, milestones and named contacts.
- We report progress at least every two weeks, or more often if agreed.
- Risks to scope, timeline or budget are raised in writing as soon as we see them, with options.
- Changes to scope are agreed in writing before work on them starts.
- Deliverables are reviewed with you and formally accepted.
07Security incidents and data breaches
If we become aware of a security incident affecting your data or a service we operate for you, we will notify you without undue delay and in any case within 24 hours, share what we know, and support your own regulatory notifications, including under GDPR and, where applicable, DORA.
08Confidentiality and data protection
We treat all client information as confidential, sign NDAs as standard, and process personal data on your behalf only under a data processing agreement that meets GDPR Article 28.
09Escalation
If you are not satisfied with how a request is being handled, escalate it in this order:
- 1. Your engagement lead;
- 2. Ultrania management, through our contact form, starting your message with “Escalation”;
- 3. The Founder, Christos Kakourides, directly.
We acknowledge escalations within one business day.
10Reporting and review
For managed services we provide a monthly service report covering availability, incidents, requests and any service credits. We review this SLA with you at least once a year.
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