managed it services
Managed IT Services and Support
We take ownership of your infrastructure and end users. SLA with guaranteed response times and a fixed monthly budget.
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 shape
SLA support tiers
Three tiers with different response times. Incident escalates up the lines as needed.
tiers
Support tiers
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Basic
user helpdesk, basic administration
Response: 4 hours
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Standard
Basic + proactive monitoring, backup
Response: 1 hour
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Premium
Standard + dedicated engineer
Response: 15 minutes during business hours
frequently asked
Questions and answers
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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.
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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.
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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.
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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.