What is IT support with us? Not what the term has often become: a hotline that counts tickets, and a rotating technician you explain everything to twice. Support with us means: your people have one place to turn to — and behind it someone who knows your environment, because they operate it.
Why support without operations does not work
The classic IT support contract has a design flaw: the provider earns on the incident. The more breaks, the more hours. We build it the other way round: support is part of the Managed Workplace — the same operation that fixes the incident installed the updates and read the monitoring beforehand. Whoever owns the operations has a genuine interest in little breaking.
That is why we do not sell support as a standalone billable-hours business but as a tier: in Managed, incidents and small requests are included with a fair-use limit stated openly in the offer. In Complete, extended hours and on-site visits are added. And companies with their own IT do not need user support from us — they need tier Base, where we are their technical backstop.
What you get
- One channel for everything — portal, mail or phone; everything lands in one place and leaves a trace.
- A named contact — no roulette over who picks up, no “please describe again” loops; backed by named partners on the same documentation.
- Traceability — every request has a status, a history and an outcome. You see what was reported, what was done and what it cost.
- Knowledge that stays — recurring problems get documented and fixed at the cause, not improvised anew each time.
How is it billed?
Support is not its own invoice but a property of your tier in the Managed Workplace: by effort at the contract rate in Base, included in Managed and Complete — with an open fair-use limit instead of “unlimited” with an asterisk. The tiers in detail are on the packages page.
FAQ
Is there IT support without managed operations? As a permanent arrangement, no — deliberately. Support without operations means fixing incidents in an environment we neither monitor nor maintain: slow, expensive, and the worse deal for you. For a transition period we will find a solution.
What counts as an incident, what as a project? Incidents and small requests (under roughly half an hour) belong in the flat fee. Planned work with more scope — moves, migrations, rollouts — is a project with its own quote. The line is in the contract, not in anyone’s discretion.
Which response times apply? We agree them per tier in the offer — as a commitment we can keep, not a marketing number. With monitoring, we see many problems before anyone calls.