Agreed service levels
Response time is agreed around what each system costs your operation while it is down. A production server is not a printer.
Support for infrastructure, networks, servers and workstations, with response times agreed around what each thing costs your operation when it stops.
What it solves
While everything works, nobody thinks about the server or the backup. The problem is that most outages could have been seen coming: a disk that had been warning for months, a backup that was never tested, a network built for ten people that forty now use.
What is included
Response time is agreed around what each system costs your operation while it is down. A production server is not a printer.
A backup that was never restored is not a backup: it is an assumption. We verify that it can be recovered, how old the data will be and how long it takes.
LAN, WiFi, file and application servers, built for the people you have today and the ones you will have.
Regular checks on what warns before it breaks: disks, temperature, free space, updates. It is the cheapest thing you can do.
What equipment there is, where, under which licence and in what state. Without that, every purchase decision is made blind.
What failed, what was done and how long it took. That is what makes the pattern visible: anything that happens three times has an underlying cause.
How it works
What there is, what state it is in and what is critical to operating.
What is covered, with what response times and through which channel.
Day-to-day support, plus the maintenance that prevents the outage.
In detail
Not in whether it exists. How long it takes to be operating again and how much work is lost are the two questions, and almost nobody has them answered.
That is why incidents get logged: the same failure fixed ten times costs more than fixing its origin once.
Forty devices on a home router work until they do not, and the symptom looks like «the internet is slow».
That is why the inventory includes licences: a software audit does not warn you before it arrives.
It is the most common way in for ransomware. Removing it costs one awkward conversation and saves a very bad month.
Most of it is solved remotely, and faster. What needs hands goes on site, within the time that was agreed.
Who it is for
And when something breaks, you improvise.
And it needs support for what it cannot cover.
And you do not want it to happen again.
Common questions
Whatever is agreed around what each system costs your operation while it is down. A generic table is no use: a production server is not a printer.
Both. Most of it is solved remotely, and faster; what needs hands goes on site.
Yes, and by restoring them: a backup that was never tested is an assumption, not a backup.
Yes, workstations as well as servers and the network, with their inventory and their licences.
Yes: a direct presence in the Dominican Republic, Venezuela, Colombia, Guatemala and Costa Rica, and remote support for the rest of the region.
They all get logged precisely so it shows: anything that happens three times has an underlying cause that is cheaper to fix.
And also
We will show you IT Support running on a case much like yours, with no obligation.