# Service-level schedule — discussion draft

Version 2026-09-06. No service-level commitment takes effect until agreed and signed.

| Item | To agree |
|---|---|
| Service owner and customer lead | Names, deputies and contact routes |
| Coverage | Business days, hours, Europe/Athens timezone, holidays |
| Critical issue | Account compromise or inaccessible portal: acknowledgement, updates and escalation targets |
| High-priority issue | Blocked document submission or near deadline: acknowledgement and next-action targets |
| Routine request | Enquiries, service requests and general updates: acknowledgement target |
| Availability | Measured endpoints, period, calculation, exclusions, evidence and any remedy |
| Recovery | Agreed recovery point/time, backup scope and restore-test evidence |
| Escalation | Operational contact, incident lead and customer decision maker |

Distinguish acknowledgement from resolution. Define when each clock starts, pauses and resumes, and who records the evidence. Authority decisions and appointment availability require separate case estimates and are not platform uptime measures.

Record incidents, impact, timestamps, actions and follow-up owners. Agree a review cadence and a process for revising this schedule. No 24/7 staffing, uptime target or service credits are represented as available by this draft.