Hellenic Technologies

SLA / BAU Retainer · Hellenic Technologies

Agreed response times for when delay actually costs you

SLA / BAU Retainer defines what counts as routine work (BAU) and what counts as urgent (SLA), with a clear priority order layered on top of whichever After Sales retainer you already have: servers, website, BI, analytics, marketing, or design.

Useful when the consequences of a delay are real for the business, not theoretical.

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Support without an SLA runs on luck, not agreement

Without an SLA, every request waits its turn based on who happens to be available, not on how serious it is. A critical issue can sit behind a minor request simply because it arrived first.

Hellenic Technologies organises SLA / BAU Retainer as a clear agreement layered on top of the retainers already running, so priority is based on severity, not luck.

  • Clear severity levels

    Every request is classified into a severity level with an agreed response time.

  • Priority with logic

    Critical issues don't wait behind smaller requests.

  • A clear escalation path

    You know who takes over and how when something doesn't close in the agreed time.

  • Measurable SLA compliance

    You see on a regular basis whether response times are actually being met.

What SLA / BAU Retainer defines

One layer of agreement on top of the retainers you already have.
  1. 01

    BAU definition

    We define what counts as planned, routine work within the existing retainer.

  2. 02

    SLA severity levels

    We agree severity levels and response times with you, based on business impact.

  3. 03

    Escalation process

    We define who takes over and how an issue escalates if it isn't closed in time.

  4. 04

    Applies across every retainer

    The same SLA logic can apply to Managed Servers, Website Maintenance, or Managed BI.

    See the After Sales hub

Business outcomes

Less uncertainty

Your team knows what to expect when an urgent issue comes up.

The right priority order

Serious issues don't get lost among smaller requests.

Accountability and transparency

Response-time compliance is visible, not a promise without measurement.

Credibility with leadership

You can show customers or your own leadership that operation carries a specific commitment.

Process

01

We assess the current support model

We look at how urgent issues are handled today across each retainer you have.

02

We define severity levels and times

We agree with you what counts as critical, what's urgent, and what can wait.

03

We apply the SLA across your retainers

The logic applies to Managed Servers, Website Maintenance, Managed BI, or wherever it's needed, with AsclepiusAI coordinating first-pass triage on every request.

SLA / BAU Retainer has value when the continuity of operation isn't left to luck or to whoever happens to be free first.

Proof

20 years of digital delivery, 100+ specialists, enterprise clients — quiet proof, not boastful claims.

20+

Years in market

100+

Specialists worldwide

€52.5M+

Managed ad spend

Quick answers about SLA / BAU Retainer

The clarity you need before we start.

Talk to us

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Let's see whether SLA / BAU Retainer fits your case

Share which retainer you already have and how critical response time is for your business. We come back with a clear next move.
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