🛡️ Επίσημες δεσμεύσεις

Service Level Agreement

Γραπτό SLA για επαγγελματίες και επιχειρήσεις — με μετρήσιμους χρόνους απόκρισης, εγγυημένη διαθεσιμότητα και service credits.

Το Metacard είναι από τους ελάχιστους παρόχους ψηφιακών NFC καρτών στην Ελλάδα που δημοσιεύει γραπτό Service Level Agreement. Παρακάτω αναλύονται οι ακριβείς χρόνοι απόκρισης ανά σοβαρότητα incident, η εγγυημένη μηνιαία διαθεσιμότητα, τα service credits που εφαρμόζονται αυτόματα σε περίπτωση παραβίασης, και οι ιστορικές μας επιδόσεις από το 2022 και έπειτα.

Το SLA ισχύει για όλους τους B2B πελάτες με μηνιαία ή ετήσια σύμβαση. Για one-off αγορές καρτών από το metacard.gr, ισχύει η εγγύηση 12 μηνών χωρίς service credits.

🛡️ Service Level Agreement

Written commitments — rare in the Greek NFC market

We're among the few NFC card providers in Greece with a written SLA: guaranteed response times, 99.5% monthly uptime, and service credits up to 50% of the monthly fee if we don't meet our commitments.

Response times by severity

Severity Definition Response (business hours) Response (after hours) Resolution target
P1 — Critical Platform is down or there's a critical security incident. 30–60 minutes 4 hours (hotline) 2 business hours
P2 — Major A feature is broken for a subset of users (e.g. Wallet pass, analytics, login). 4 business hours Next business day 2 business days
P3 — Minor Cosmetic fix or single-user data correction. 1 business day — 5 business days
P4 — Question Question or roadmap suggestion. 2 business days — Best-effort
Office hours
Mon–Fri 09:00–18:00 EET (excluding Greek public holidays)
P1 Hotline
Mon–Sun 08:00–23:00 for critical incidents
Uptime
99.5% monthly (contractual floor)
Service credits
Up to 50% of monthly fee per breach, applied automatically to the next invoice

Track record

>99.9% uptime since 2022

Since the platform launched in 2022, we've consistently maintained uptime above 99.9%. The only outages are scheduled ~30-minute maintenance windows for upgrades, always announced in advance. The 99.5% is the contractual floor — not our historical performance.

Also included at no extra cost

  • ✓ Defective card replacement within 5 business days (12-month warranty)
  • ✓ 1-hour onboarding video call for setup and Wallet pass design
  • ✓ Greek & English support, written and by phone

📊 Real-time Analytics

See what your cards do — not just how many you sold

Every B2B account tracks views, sessions and clicks per card in a real-time dashboard. Know which card is working, which sends traffic, and which employee has the most engaging profile.

Example analytics dashboard — page views and sessions per week

Support channels

✉️
Email
info@metacard.gr
🚨
Hotline (P1)
SMS / WhatsApp / Viber
👤
Account Manager
Dedicated point of contact for every B2B account