Support Policy
For your immediate and continuous support and service in technical issues of your applications, for tasks you request, or for upgrades of your applications, which are deemed necessary, 3ds has created the following policy:
With the confirmed purchase of the respective support plan, you benefit from the immediate and continuous support of our team and you receive reliable and guaranteed services at a reduced cost.
The response time of your questions is from 24 to 48 hours (working days Monday to Friday and hours 09:00 to 17:30) for issues concerning up to 2 hours of implementation, as well as for extremely important issues concerning the malfunction of your application.
In case an issue needs additional time for its study and utilization, you will be informed immediately by the customer support department, of its implementation time and its completion date after your final approval.
Support Procedure:
Receipt of support requests is done in the following ways:
- By sending an email
το helpdesk@3ds.gr (if you do not receive an automatic response from our mail that we received your request, then contact us by phone) - By phone
at 2310460844 or 2310445716 where only the registration of your request is done and then it is transferred to the competent department for its settlement. The technical department will contact you via email.
Note: for your best service and to avoid mistakes and misinterpretations in oral communication, make sure that your questions are sent via email.
After resolving each of your issues you will receive a report of our work, implementation time, and the rest of your available support time.
Support Services include:
- Coding issues (updates, patches) in the application core
- Security upgrades
- Visual interventions
- Education of users in matters of applications (in our offices or online only by appointment)
- Update website content texts, photos, videos, photo editing, etc.
- Hosting & mail support as mentioned in the SLA (Service Level Agreement)
Support Plans
Support Time
1 hour
Cost per hour €50
Response time: 24 to 48 hours
*The aforementioned prices do not include VAT
Notes
Support time has no expiration date and lasts until it runs out. For your best service, there should be an active package of at least one hour.
In case you requested new functions or installation and creation of new applications on your website, the works are calculated based on the current price list or the recording and analysis of your work after contacting the sales department.
We do not support IT tasks (e.g. fixes on computers - terminals or mobile devices, as well as their programs such as mail clients, antivirus etc.)
Ways to Buy Support Packages:
By depositing in a bank account of our company the cost of the support package you want.
Eurobank:
Account Number: 00260014260200564775
IBAN: GR63 0260 0140 0002 6020 0564 775
BIC: ERBKGRAA
Piraeus:
Account Number: 5259-068613-789
IBAN: GR74 0172 2590 0052 5906 8613 789
The above accounts refer to the name of the company: NIKOLAOS NASIOKAS kai SIA OE.
*In case of any change in the support policy our company will inform you by email.
