IT-Support

IT support services for a smooth-running IT environment

For an IT system to function flawlessly at all times, it requires professional, permanent care and support. We therefore offer our customers individual support concepts - you decide which services you need and which form of support best suits your specific company structure. Through our helpdesk, we answer your questions about your hardware and software, whether by phone, e-mail, chat or ticket. In second- and third-level support, we assist your IT department with all challenges that arise in the daily operation of your infrastructure - either via remote or on-site support.

Mobile admins for local IT support

In addition, our consultants are regularly on the road as mobile administrators to advise and support you on site, if you wish, and to ensure that your IT environment always runs seamlessly and does what it's supposed to - namely, provide IT quickly, easily and with high performance.

With our service desk, we offer you and your employees a central source of support for all your ICT needs. Our services can be individually adjusted to your needs on a flexible and modular basis. Our processes are also based on ITIL. With us, you can rely on ICT support that is quickly available and resolves faults competently. If required, we are available around the clock - both nationally and internationally. Our services are available as a complete package or in the form of modules that can be put together to meet your specific needs - depending on your specific needs and how your organization is structured. With our Customer Care:

You give priority to your core business
You can reduce the workload of your employees
You reduce downtimes

So you can ensure that your business runs like clockwork. For the sake of your customers.

The ticket system works like this:

You submit a request and can track and check your processing status at any time. You receive an evaluation of the services claimed and can see how long it takes to process the request. This makes quality control easy.

The different service packages with different SLAs:

The different SLAs can be negotiated and adjusted according to customer needs.

Essential	Single billing Standard price	No SLA
Standard	Agreed contingent with billing according to negotiated prices	AEs incl. SLA
Extended	monthly support flat rate	incl. SLA

Coverage of different support levels

1st level: users with end-user problems
2nd Level: Support of administrators with administration and problems in the infrastructure (Change & Incident)
3rd level: Specialist administration of the systems in the background

Severity classification - prioritization

Classification of incoming incidents according to urgency at ticket acceptance. Prioritization according to the seriousness of the incident or its impact is an important part of incident management. This priority determines how quickly and in what order the incident must be handled. This ensures that business-critical interruptions are always handled first.