Last Revised: 2026-08-18 00:23

SUPPORT POLICY & SERVICE LEVEL AGREEMENT (SLA)

Article 1 — Purpose, Scope & Company Identity

1.1. Purpose: This document establishes the official technical support framework, guaranteed infrastructure availability levels (SLA), response time commitments, and operational liability boundaries of the sole proprietorship operating under the trade name "Prootzos Online" (hereinafter the "Provider") toward its clients and service subscribers (hereinafter the "Client").

1.2. Regulatory Hierarchy: This Policy forms an integral part of the General Terms of Service (DOC-001). All terms utilized herein shall be interpreted strictly pursuant to the Common Definitions Registry (DOC-002).

1.3. Remote-First Operating Model:

The Provider operates strictly as a Remote-First entity. All commercial transactions, consulting services, and technical support are conducted exclusively through authorized digital channels and telephone communication.
The Provider's registered address (46 Karkavitsa Str., 27131, Pyrgos Ilias, Greece, VAT ID: EL 047648274, Tax Office: Pyrgos) functions exclusively as a tax registration and postal mailing address.
Physical presence, in-person technical support, hardware drop-off/pick-up, or business meetings at the physical tax address are strictly prohibited and unavailable.

Article 2 — Communication Channels, Ticket Workflows & Fair Usage

2.1. Official Technical Support Channels:

Support Tickets: Constitute the sole official, legally binding, and measurable means for logging, prioritizing, and resolving technical issues. Submissions must be executed directly through the Client Area or via authenticated email-piping originating from the registered account email address.
Credential Security: The Client is strictly prohibited from transmitting passwords, API keys, or sensitive credentials in plain text within email bodies or ticket messages. Sensitive access credentials must be submitted exclusively via the dedicated encrypted fields inside the Client Area.
Telephone Communications: Provided exclusively for general inquiries, pre-sales, and initial triage. Direct technical modifications on production environments, configuration adjustments, and security investigations are not performed via telephone and require prior Support Ticket logging for identification and auditability.

2.2. Unofficial Channels: Direct messages on social media platforms, instant messaging applications (chat apps), or personal staff emails do not constitute valid support channels, are not monitored by SLA tracking systems, and shall be automatically rejected.

2.3. Priority Severity Levels & Triage Authority:

Severity Level	Incident Classification	Permissible Scope
P1 — Critical (Emergency Outage)	Complete production server downtime (Total Outage) or total network unreachability without Client fault.	Exclusively for total infrastructure failure (24/7/365).
P2 — High	Severe degradation of a critical service (e.g., web server daemon failure, core mail service disruption) impacting multiple users.	Production operational failure without total downtime.
P3 — Normal	Isolated configuration issues, individual mailbox faults, DNS routing queries, or control panel operational questions.	Standard day-to-day operational support.
P4 — Low	General consultative inquiries, billing questions, optimization guidance, or non-urgent change requests.	General customer service and information.

The Provider reserves the exclusive right to re-classify or downgrade the priority level of any support ticket during initial triage if the incident fails to satisfy the objective technical criteria of Level P1 or P2.

2.4. Fair Support Usage Policy: Standard technical support does not substitute end-user training, custom software development, SEO optimization, or business consulting. In cases of repetitive ticket flooding regarding non-covered scopes, the Provider reserves the right to reject such requests or redirect the Client to commission Professional Services (DOC-009).

2.5. Support Data Retention & Automated Purging: Support Ticket contents, communication logs, and attachments are governed by the automated retention mechanisms of the Client Area (WHMCS Data Retention Automation). Upon service termination or statutory retention expiration (DOC-005), such data shall be permanently anonymized or purged from all systems.

Article 3 — Core Managed Scope

3.1. Standard Technical Support is provided as part of active hosting subscriptions (Shared Hosting, Managed VPS, Managed Dedicated) and strictly covers:

Availability, integrity, and hardware maintenance of virtualization hypervisors (Proxmox VE).
Functionality, kernel updates, and security patching of the base operating system (Debian Linux) and its official repository packages.
Continuous operational availability of the hosting management panel Controller (ISPConfig) and the Client Area (WHMCS).
Maintenance of baseline internet daemons: Web Stack (Apache/Nginx/PHP-FPM), Database Stack (MySQL/MariaDB/PostgreSQL), Mail Stack (Postfix/Dovecot/Rspamd), DNS Stack, and FTP/sFTP services.
Core network monitoring and multi-layer perimeter defense (L1 Datacenter, L2 Proxmox Firewall, L3 fail2ban, L4 ufw) pursuant to DOC-012.
Automated issuance and renewal of Let's Encrypt SSL certificates, provided the Client has correctly pointed DNS A/AAAA records to the server's IP address. Certificate issuance failures or temporary Certificate Authority rate-limiting/ACME lockouts resulting from incorrect Client DNS configurations do not constitute an infrastructure failure and are excluded from SLA calculations.

3.2. Express Exclusions from Core Support:

Coding, modifying, debugging, or auditing Client application source code (PHP, JS, Python, etc.) and custom database queries.
Maintenance, core/plugin updating, or compatibility troubleshooting for Content Management Systems (CMS such as WordPress, Joomla, Drupal) without an active WordPress Maintenance Retainer agreement.
Configuration of external third-party services, CDNs (e.g., Cloudflare), external DNS nameservers, or third-party mail relays.
Installation and configuration of commercial SSL certificates procured from third-party vendors.
Local backup generation and restoration via the Controller consume storage quota from the Client's hosting package. In the event of full quota utilization (100%), automated backup creation is suspended by the system until storage is freed by the Client, pursuant to DOC-010.

Article 4 — vHost Options & Configuration Liabilities (Anti-Scope Creep)

4.1. Shared Hosting: The Options configuration tab in the Controller is strictly locked and disabled. Web server directives are standardized and managed exclusively by the Provider to ensure multi-tenant system stability.

4.2. Managed VPS & Managed Dedicated Servers:

The Options tab in the Controller is enabled, allowing the Client to insert custom directives (Custom Apache Directives, Custom Nginx Directives, Custom PHP Directives / php.ini snippets).
Exclusive Client Liability: The Client assumes full and exclusive technical and legal liability for the syntax accuracy, compatibility, and operational consequences of all directives inserted into the Options tab.
Web Server Crashes (Syntax Error Failures): If the insertion of custom directives causes syntax validation failures, daemon startup errors, or web server crashes, troubleshooting and recovery are not covered by Standard Support.
Billable Remediation: Investigation and restoration of crashed web daemons resulting from custom directives are executed exclusively as Billable Professional Services at a minimum rate of one (1) billable hour, pursuant to DOC-009.
Disclaimer of Damages: The Provider disclaims all civil, contractual, or tort liability for any direct, indirect, incidental, or consequential damages, lost profits, or data loss resulting from service downtime caused by incorrect Client directive syntax.

Article 5 — Professional & Billable Services

5.1. Any technical tasks executed upon Client request that fall outside the Core Managed Scope defined in Article 3 constitute Professional Services and are invoiced pursuant to DOC-009 and DOC-011.

5.2. Billable Professional Services include, but are not limited to:

Website Migrations: Free migration is limited to a maximum of three (3) websites and up to 5 GB total aggregate storage. Migrations exceeding these thresholds, as well as full bare-metal or control panel server migrations (cPanel, Plesk, Confixx, ISPConfig), constitute billable services.
Malware cleanup, backdoor remediation, and application hardening.
Advanced performance tuning (PageSpeed optimization, OPcache, Redis/Memcached configuration, microcaching).
Advanced DNS engineering, DNSSEC deployment, Mail Deliverability investigations, and strict DMARC/BIMI enforcement.
IP reputation restoration and RBL blacklist delisting caused by Client spam outbreaks or compromised credentials.
Non-Refundable Setup Fees: One-time provisioning and setup fees for Managed VPS and Managed Dedicated Servers are strictly non-refundable and not subject to SLA credit offsets.

Article 6 — Infrastructure Uptime SLA

6.1. Availability Target: The Provider guarantees a monthly core network and host server availability level of 99.9% per calendar month.

$$\text{Availability (%)} = \frac{\text{Total Monthly Minutes} - \text{Unscheduled Outage Minutes}}{\text{Total Monthly Minutes}} \times 100$$

6.2. SLA Outage Exclusions: The following events are expressly excluded from downtime calculations and do not generate credit eligibility:

Scheduled Maintenance: Infrastructure upgrades announced at least 24 hours in advance via email or Client Area announcements.
Emergency Maintenance: Critical interventions addressing zero-day vulnerabilities or mandatory NIS2 regulatory requirements (DOC-012), communicated in advance where technically feasible, or immediately following threat suppression via the Client Area.
Client Actions or Omissions: Outages caused by syntax errors in the Options tab, storage/bandwidth quota exhaustion, cgroups resource throttling (CPU/RAM exhaustion), application code errors, or external DNS misconfigurations.
Force Majeure & Third-Party Outages: Upstream utility grid failures, subsea fiber cuts, upstream DDoS attacks exceeding datacenter design limits, or registry-level TLD failures (EETT, ICANN, Registries).

6.3. Suspension Mechanisms (Billing Suspension vs. Abuse Quarantine):

Billing Suspension: Automated action executed by the Client Area (WHMCS) due to overdue invoices, temporarily disabling service access. Automatically lifted upon full settlement of outstanding invoices.
Abuse Quarantine: Immediate isolation enforced at the network level, firewall layers (L1-L4), or the Controller (null-route, permission freeze, jail) due to Outbound Abuse, spamming, phishing, DDoS attacks, or cryptocurrency mining (DOC-003). Abuse Quarantine does not constitute infrastructure downtime, does not qualify for SLA credits, and is lifted exclusively following verified threat elimination and technical audit, irrespective of billing account status.

Article 7 — First Response Time Commitments

7.1. First Response Time is measured from the timestamp of valid Support Ticket submission inside the Client Area until the first substantive response by a qualified systems engineer.

7.2. Response Time Target Matrix:

Priority Level	Coverage Window	First Response Target (SLA)
P1 — Critical (Emergency Outage)	24/7 / 365	$\le$ 1 Hour
P2 — High Severity	09:00 – 21:00 (Business Days & Saturdays)	$\le$ 4 Hours
P3 — Normal Support	09:00 – 18:00 (Business Days)	$\le$ 12 Hours
P4 — Low / General	09:00 – 17:00 (Business Days)	$\le$ 24 Hours

7.3. Business Hours Computation: Response time targets for P2, P3, and P4 are calculated strictly within their respective operational coverage windows (Business Hours). Non-working hours, Sundays, weekend hours (for P3/P4), and official Greek public holidays are excluded from first response time calculations.

Article 8 — SLA Account Credits & Billing Terms

8.1. In the event of a verified failure to meet the guaranteed monthly uptime target (Article 6.1) due to the Provider's sole fault, the Client is entitled to compensation in the form of an Account Credit.

8.2. Credit Scale:

Actual Monthly Availability	SLA Account Credit Percentage (Calculated on Net Monthly Fee)
99.00% to 99.89%	10%
98.00% to 98.99%	25%
$\le$ 97.99%	50% (Maximum monthly cap)

8.3. Credit-Only Policy Terms & Limitations:

No Cash Refunds: Pursuant to DOC-011, all SLA credits are issued exclusively as billing credits inside the Client Area (WHMCS). Credits are non-transferable, non-refundable to bank accounts or credit cards, and apply solely toward future service invoices.
Calculation Base: The credit percentage is calculated strictly upon the net monthly recurring fee actually paid by the Client after promotional discounts (Net Billed Amount), excluding Setup Fees, domain registrations, SSL certificates, third-party licenses, and VAT.
Claim Procedure: SLA credits are not applied automatically. The Client must submit a formal request via Support Ticket within fourteen (14) calendar days following the end of the month in which the outage occurred.
Maximum Monthly Cap: Total aggregate SLA credit within any single calendar month shall not exceed 50% of the net monthly fee of the affected hosting service.

8.4. Service Upgrades & Prorated Billing: The Client may upgrade hosting tiers directly via the Client Area. Upgrade fees are billed on a prorated basis for the remainder of the billing cycle. SLA credits are calculated strictly upon the prorated amount corresponding to the active service tier at the precise timestamp of the recorded outage.

Article 9 — Resource Limits, cgroups & Infrastructure Security

9.1. cgroups v2 Enforcement: Fair resource distribution and Noisy Neighbor isolation are strictly enforced at the Linux kernel level (CPU, RAM, Nproc, IOPS limits). Inside the Controller, the Client has visibility strictly over Storage and Traffic Quotas. Processes exceeding safety thresholds for prolonged durations (> 90 seconds) are automatically deprioritized (nice/ionice) or terminated via the kernel OOM Killer.

9.2. Immediate Quarantine Protocol: The Provider reserves the right to immediately isolate or suspend network access without prior notice upon detection of outbound malicious activity (Outbound Abuse, DDoS, Spamming, Phishing, Port Scanning, Crypto Mining) threatening infrastructure stability or IP reputation (DOC-003, DOC-012).

9.3. Access Controls: Shell and file transfers are restricted strictly to chrooted FTP and jailed sFTP within the Client's web root directory. Root shell access, hypervisor-level console access (Proxmox Console/VNC), and direct root cron script executions are strictly prohibited.

Article 10 — Monitoring Systems, NIS2 & Regulatory Compliance

10.1. System Auditing & Logs: Infrastructure availability and security events are monitored exclusively via the Provider's centralized logging systems (Monit, Graylog, Rspamd, Proxmox Monitoring). System logs constitute conclusive evidence for SLA verification.

10.2. Data Privacy & Cookie Governance (ePrivacy / GDPR):

Operations comply fully with the Privacy Policy (DOC-005) and Cookie Policy (DOC-006).
Google Tag Manager is deployed strictly via Consent Mode v2 enforcing Prior Consent (Opt-in).
The Consent Management Platform (CMP) utilizes zero pre-ticked checkboxes. Visitors retain the right to modify or withdraw consent at any time via the persistent cookie settings interface.

10.3. NIS2 Incident Response Milestones: In the event of a significant security incident impacting service availability or data integrity, the Provider adheres to the following mandatory notification schedule:

Within 24 Hours of Detection (T0 + 24h): Early Warning notification to affected clients and competent authorities.
Within 72 Hours of Detection (T0 + 72h): Incident Notification providing preliminary technical assessment and mitigation measures.
Within 1 Month (T0 + 1 Month): Final Comprehensive RCA Report detailing root causes, impact analysis, and permanent remediation actions.

Article 11 — Final Provisions & Validity

11.1. Supremacy of Greek Version: This document is executed in the Greek language, which constitutes the sole official, primary, and legally binding Master Version. This English translation (DOC-004-EN) is provided solely for convenience. In the event of any linguistic or interpretative conflict, the Greek Master Version shall prevail.

11.2. Amendments: The Provider reserves the right to amend this Policy in accordance with the Change Impact Matrix of DOC-001. Material modifications become effective following notification within the Client Area.