IT Support
A single point of contact for all your IT
Fast response, personalised follow-up and guaranteed SLAs — your outsourced IT team at your fingertips.
Fast response, personalised follow-up and guaranteed SLAs — your outsourced IT team at your fingertips.
Our support is designed to minimise your downtime and maximise your productivity.
One phone number, one email address. Our engineers know your infrastructure.
You only pay for time actually used, billed in 15-minute increments. Basic support included free.
If we exceed our service commitments, you receive 1 month of support free — unconditionally.
Basic support on business days, Premium also on Saturdays, Advanced 24/7.
The same commitments for every support level. Our priority: keeping you working.
| Criticality | Response | Back to work | Final resolution |
|---|---|---|---|
|
Critical
Business blocked: server, network or core service down, several staff unable to work. |
2 h | 4 h | 5 business days |
|
Major
One person blocked or an important function severely degraded. |
4 h | 8 h | 5 business days |
|
Minor
Inconvenience without blocking, question, change or improvement request. |
8 h | 5 business days | 5 business days |
Recovery starts with a workaround: for example, we provide a spare laptop while the fault is being fixed, or temporarily switch the affected service over.
Timeframes count within your support level's availability window (business days, Saturday or 24/7). Final resolution excludes supplier lead time (parts, carrier, software vendor).
Guaranteed response times are the same for every level. What changes: the availability window and the dedicated line.
The monthly fee covers the service-level commitment (response, prioritisation, follow-up). The actual time spent solving your issue is billed in addition, at our standard hourly rates.
Premium plan 300.- / month — level 2 resolution (on-site intervention), 1.5 hours on-site. Travel included within our service area, otherwise billed per the matching zone tariff.
If we exceed our service level commitments, we offer you 1 month of support free. The compensation takes the form of a credit on your next invoice, or a partial refund if you opted for annual payment.
A clear, end-to-end traceable support process.
By email, phone or client portal. Every request receives an immediate tracking number.
Our engineer analyses your request and contacts you within the guaranteed timeframe for the incident's criticality.
Remote or on-site resolution depending on the nature of the issue. You are informed at every step.
Sign-off with you, documentation of the intervention and recommendations to prevent recurrence.
Our team is available Monday to Friday, 08:00 – 12:00 and 13:00 – 17:00. For 24/7 emergencies, contact your dedicated Advanced line.
Décrivez votre besoin en quelques lignes — nous vous contacterons au plus vite.