managed it services
Managed IT Services and Support
We remotely maintain workstations and servers and help your users. Response times are fixed in the SLA, the budget is agreed in advance and a report arrives every month. Work with on-site equipment is done by your employee following our instructions.
what we deliver
Scope of work
- Workstation support (Windows, macOS, Linux, mobile)
- Server and virtual infrastructure administration
- Network equipment (Cisco, MikroTik, HP)
- Corporate mail and cloud services
- Antivirus protection and updates
- Backup and disaster recovery
architecture
Solution outline
SLA support tiers
Three tiers with different response times. Incident escalates up the lines as needed.
case studies
Related projects
Each card states our role. Some details are withheld under NDA.
SLA-based IT outsourcing for Pavlodarenergo JSC
We remotely support 450 office workstations and servers of Pavlodarenergo in Pavlodar and Ekibastuz together with the company's IT team. Response and restoration times are fixed in the SLA.
- beforeUntracked tickets
- howService desk + SLA
- afterIn-house IT on growth projects
- workstations supported
- 450
- critical incident response
- 30 min
- tickets within SLA over 24 months
- 97%
IT support for a network of medical centres
Six branches of a medical centre network used to be served by three vendors. Now we support all 120 workstations, the medical information system and 1C under one contract.
- beforeThree contractors
- howOne contract
- afterOne accountable party
- branches under one contract
- 6
- average first response
- 12 min
- workstations
- 120
Service desk for an educational institution
In two weeks we chose and launched an IT request portal on Zammad for 300+ staff of an educational institution. No licenses had to be bought, since Zammad is open-source.
- beforeTickets in messengers
- howZammad portal
- afterDeadlines in plain sight
- staff on the portal
- 300+
- from selection to launch
- 2 weeks
- license costs: open-source software
- 0
tiers
Support tiers
Basic
user helpdesk, basic administration
Response: 4 hours
Standard
Basic + proactive monitoring, backup
Response: 1 hour
Premium
Standard + dedicated engineer
Response: 15 minutes during business hours
frequently asked
Questions and answers
What support tiers do you offer?
Basic, Standard, and Premium. They differ in response time (4 hours / 1 hour / 15 minutes during business hours), scope of coverage, and whether a dedicated engineer is assigned.
Do you take over inherited infrastructure?
Yes, after an audit. Based on the audit, we prepare a list of risks and recommendations - the client decides which items to address before the SLA starts.
What is included in the helpdesk?
Ticket intake, diagnostics, basic configuration of workstations and user services (mail, office, printing, network resources access), escalation of complex incidents to the engineering team.
Where is the ticket data stored?
In the client's Service Desk system, if one is in place. Otherwise, on our infrastructure with strict access controls.