IT Support and SLA
Reactive services
- Your users (L1 IT support) or administrators (L2/L3 IT support) can contact us via the web portal, email or phone.
- We will resolve reported incidents and requests according to the agreed SLA. Each customer also has an escalation contact.
- If necessary, we will forward incidents and errors to the solution vendor and actively coordinate the necessary interaction.
- Our web portal provides access to a complete history of all your requests and online reporting. Regular joint “service reviews” identify opportunities to improve our services.
Proactive services
- Thanks to proactive monitoring, we can alert you to service outages or, for example, to impending certificate expirations.
- Our regular automated and manual checklists will detect possible misconfigurations.
- Our technical newsletter will alert you to known bugs, critical vulnerabilities, or major changes in the technologies served.
- By regularly analyzing reported incidents, we identify potential problems in the solution you use and suggest corrective or preventive measures.
- We will recommend and, in cooperation with you, upgrade the individual components of the solution.
- Regular consultation days ensure continuous development of solutions according to your needs and current trends.
Our certification
- The expertise of our specialists is constantly verified. All our technicians undergo a regular certification process for the technologies they support.
- ISO 27001 certificate Information Security Management System – we guarantee our customers the protection of their sensitive data and information.
- ISO 9001 certificate Quality management system – we are constantly improving the quality of services provided to our customers.
Other services
- The extension of our IT Support Centre is proactive protection against security threats – Managed Detection and Response service.