If every failure stops your operation, this is for you
What a service agreement looks like
Before we start, an agreement is signed that states what is covered, which channel requests go through and what priority each case has. The response times for each priority are set out in writing in that document.
Critical
It stops the operation: nobody can invoice, sell or serve customers.
High
It affects an area: a whole team is working at half capacity.
Normal
It affects one person: their work goes on, with a nuisance to be fixed.
The first 30 days
The service does not start by solving tickets; it starts by knowing what is there. Four things happen in the first month, in this order.
Inventory
Devices, systems, licenses and risks: what exists and in what condition is put in writing.
Access
We receive the access we need, each one documented and with an owner.
Monitoring
Alerts are switched on and the backups of everything covered are verified.
First report
What was found, what was fixed and what should be dealt with first.
Results measured, not promised
Most tickets are resolved remotely the same morning.
Verified backups and restores that are tested, not promised.
Monitoring detects and fixes issues before users notice.
Support gets measured too
Response times in writing, a monthly report and a single channel. Support stops being a favor and becomes a service with metrics. If what you need to look after is your company’s customers rather than its devices, that’s Support 360. And if we also manage your servers, see cloud and managed operations.
Frequently asked questions
Do you serve companies in other countries?
Yes: the help desk is remote and today we serve clients in 11 countries; on-site visits are agreed in the contract.
What response times do you offer?
They are agreed in writing according to severity: an outage that stops your operation does not wait as long as a printer issue.
Do you support systems you did not build?
Yes. We run an initial assessment and take over support of your current infrastructure and software.
How is the service billed?
A fixed monthly fee based on the devices and systems covered. No surprise hourly charges.
What did your last outage cost you?
Let’s talk for 30 minutes, free and with no commitment.