Services / IT Support & Helpdesk
A helpdesk that fixes things, not just logs them
Your people call, email or chat and reach a technician directly. Most issues are solved remotely the same working day. For the rest, we come to your office.
What it includes
Standard scope. It can be trimmed or extended per client, and what we agree ends up in the contract.
- Remote, phone and chat helpdesk
- Onsite interventions in Bucharest and Ilfov
- Support for workstations and peripherals
- Support for servers and business applications
- Out-of-hours support by contract
- Support for business applications: Saga, Mentor, 4 Secunde, TDEC
- Employee onboarding and offboarding
- New laptops delivered ready to use
- User assistance in Microsoft 365
How we work
The request comes in
Phone, email or chat. Every request becomes a ticket, prioritised by its impact on the business.
Remote resolution
Most everyday requests are solved remotely the same working day, with no visit and no waiting.
Onsite intervention
If the problem is physical or blocks work, we come to your office within the window set in the contract.
The cause, not the symptom
Recurring problems go into the monthly report with a proposal for a permanent fix.
Priorities and response times
Reference values for the Pro plan. They are written into the contract and reported monthly.
What you receive on paper
Documents, not promises. Everything below stays your company property.
- Full ticket history, available at any time
- Monthly report with response and resolution times
- Written procedures for repetitive requests
- Handover sheets for new equipment
Technologies we use
What you get out of it
Response within the contracted time
The response time is written down, not promised on the phone.
One channel
The same team for workstations, printers, internet and licences.
A history for every issue
The report shows what was asked, what was fixed and how long it took.
Frequent questions
Who can open tickets?
We agree the user list together. Anyone on it can call or write directly, without going through an internal gatekeeper.
What does response time mean?
The moment a technician actually picks up the problem, not an automatic confirmation message.
Are onsite visits billed separately?
Plus and Pro include 2-4 visits per month. On Enterprise the number is set in the contract, based on the number of sites.
Do you support people working from home?
Yes. Remote support covers laptops outside the office as long as the agent is installed.
Want this in your company?
Tell us how many workstations and sites you have and you get a firm price in two working days.