Unsure about a request’s status?
Requests scattered across calls and email are recorded together. Status and ownership can be tracked.
IT Support and Maintenance
Keep track of IT requests
We record support requests and plan remote and on-site assistance. Maintenance and support hours are defined in the agreement.
- Clear agreed scope
- Planned implementation
- Fit with your infrastructure
- Requests
- Devices
- Maintenance
- Reports
Which problems do we address?
Is maintenance being postponed?
We schedule updates and device checks. Work affecting business hours is agreed in advance.
Are device records incomplete?
Device and user information is linked to support records. Recurring problems become easier to spot.
What we offer
Request tracking
We track portal and email requests with status information.
Remote support
We assist by phone and licensed remote tools during agreed hours.
On-site assistance
We plan site visits for work requiring physical assistance under the agreement.
Updates and maintenance
We schedule patches and periodic checks around system usage.
Backup checks
We review backup logs and agreed restoration tests.
Inventory and reporting
We organise devices, users and event records for support tracking.
How we work
Discovery
We review the current system and user needs.
Support setup
We define the scope, products and implementation order.
Scheduled maintenance
We apply the settings and test use together.
Reporting and follow-up
We continue checks and support communication under the agreement.
What you receive
Work, support hours and deliverables are defined in the agreement. Additional requests are assessed separately.
- System and device list defined in the agreement
- Agreed settings and test records
- Support channel, hours and responsibilities
- Standard: remote support in office hours and monthly maintenance, as agreed.
- Pro: priority request tracking and weekly reports; support hours are agreed.
- Corporate: maintenance and reports around business needs; support hours are agreed.
Frequently asked questions
How is the scope defined?
We review the current system, user needs and priorities. Included work and excluded requests are stated in the agreement.
Can we use existing equipment?
Compatibility and support status are checked. Usable equipment is retained; replacements are identified in the proposal.
What do support times mean?
The existing service scope provides remote assistance within 4 hours during normal working days and office hours, and on-site assistance within 2 working days for issues not resolved remotely. These are not first-response or resolution guarantees; the agreement defines the applicable scope.
What determines cost and timing?
User and device counts, site conditions and required work are assessed. Fixed cost or timing is not promised before review.
Related services and products
Let’s define your requirements
Tell us about your current system and priorities. We can agree on a suitable scope of work.