The default
One business day. Email us, fill out a form, or leave a voicemail, and you'll have a reply by the next business day at the latest. Most replies come back well inside that window — usually within hours.
If you've gone over one business day without hearing back, something's gone wrong (email landed in spam on one side or the other, ticket got mis-routed). A nudge by phone is the fastest way to get unstuck.
By channel
| Channel | Typical response |
|---|---|
| Phone (in-hours, Mon-Fri 09:00-18:00) | Same call, or callback the same day if we're busy |
| Phone (out-of-hours) | Goes to voicemail; we call back the next business day |
Email — any shared address (customers@, development@, business@, privacy@, hr@, info@) |
Within 1 business day |
Email — a team member's personal @dmu.gr |
Slower in practice — depends on that person's availability. Shared addresses are usually faster. |
| Contact page form | Within 1 business day |
| Request information form | Within 1 business day |
| Request a proposal form | 2-5 business days |
| Reply on an existing thread | Within 1 business day |
The proposal flow takes a bit longer because we put real work into the scoping. See Brief & proposal for how that unfolds.
Incidents — defined by your SLA
For incidents on active services — a site down, a service unreachable, a degraded mailbox — response time depends on the maintenance plan that service is on, and the specifics are defined in our Service Level Agreement.
In broad terms:
- The higher the maintenance tier on a service, the faster the binding response time on its incidents. A Premium- tier site is prioritised ahead of a Basic-tier site.
- The SLA spells out the exact response and resolution targets for each tier, plus the service credits that apply if we miss them.
- Monitoring still alerts us automatically regardless of tier — the difference is how fast we're committed to acting on the alert.
- Out-of-hours response is opportunistic for all standard tiers (see below). Round-the-clock response is available via a custom SLA — quote on request.
The SLA is the source of truth for incident timing. If you're not sure which tier your service is on, the Maintenance Support line on each website's detail page shows it — see Maintenance.
Non-incident requests
- Quick fixes (under your maintenance plan allowance) — within a business day or two of the request, depending on queue.
- Larger asks that need scoping or a Support Hours quote — within a business day to acknowledge, then a detailed reply once we've looked at it.
Outside business hours
- Email is always open; we read it as the working day starts.
- Phone goes to voicemail outside Mon-Fri 09:00-18:00. We pick it up the next working day.
- Monitoring still alerts us automatically when something breaks, but we don't run a 24-hour on-call rotation. Outside hours we triage opportunistically — someone may be online and respond, but it's not guaranteed until the next working day.
We don't promise a response on weekends or public holidays for non-incident work.
If you need round-the-clock incident response, that's something we can quote separately as part of a custom SLA. Reach out via [email protected].
The formal SLA
The Service Level Agreement is the binding version of everything on this page — and the only place that gives you exact numbers for incident response and resolution by maintenance tier.
- The response figures earlier on this page describe how we work in practice for non-incident requests.
- The SLA is what governs incidents — it states the response and resolution target for each maintenance tier, plus the service credits that apply if we miss them.
- If your engagement includes a custom SLA, that countersigned document overrides the standard one.
The current published SLA is at dmu.gr/legal/service-level-agreement.