IT maintenance and outsourced IT department
We take over your entire IT infrastructure: servers, networks, workstations, backups and user support. We act as your IT department, with a contracted response in 2, 4 or 8 hours and round-the-clock monitoring from our own Network Operations Center. We have worked this way since 2006 for more than 750 companies, among them Meltal in four countries, Zlatarna Celje across the Balkans and Miele in Slovenia and Croatia.
What contracted maintenance includes
User support
User support
Helpdesk by phone, e-mail and remote access for all employees; on-site when needed.
Servers and virtualisation
Servers and virtualisation
Installation, updates and monitoring of physical and virtual servers, Windows and Linux.
Networks and firewalls
Networks and firewalls
Switches, routers, Wi-Fi, VPN and Sophos and Fortinet firewalls; segmentation and remote access.
Backups and recovery
Backups and recovery
Daily backups, regularly tested recovery and an outage plan in line with ISO 22301.
Microsoft 365 and Active Directory
Microsoft 365 and Active Directory
Users, permissions, e-mail, licences and policies in one place; Microsoft SPLA partner since 2017.
24/7 monitoring from the NOC
24/7 monitoring from the NOC
Our Network Operations Center watches availability, performance and faults and acts before users notice an outage.
Contracted response times
Response within 2 hours
Response within 2 hours
For critical systems where an outage stops the business: production, sales, servers and network.
Response within 4 hours
Response within 4 hours
For important systems where an outage slows work down but does not stop it: workstations, printers, individual applications.
Response within 8 hours
Response within 8 hours
For requests with no business impact: new installations, permission changes, user questions.
How the handover works
- 01
Assessment
We inventory equipment, licences, access and risks and measure where time is lost today.
- 02
Proposal and contract
We define the scope, response times per system (2, 4 or 8 hours) and a monthly price with no hidden items.
- 03
Handover and documentation
We set up access, monitoring and backups and document the whole environment; the transition runs without downtime.
- 04
Ongoing maintenance and reporting
A monthly report on tickets, response times and system health; a yearly risk review with improvement proposals.
Frequently asked questions
What does a 2, 4 or 8 hour response time mean?
The time from reporting a problem to the moment our engineer starts working on it. Each system in the contract gets a class based on how an outage affects the business; critical systems get 2 hours.
Do we still need our own IT staff?
No. We take over everything from the helpdesk to the servers. If you have one, we work alongside them: they know your processes, we cover the specialist areas, on-call duty and cover for absences.
What about support outside working hours?
NOC monitoring runs 24 hours a day, every day of the year, and an on-call engineer is available as contracted. For critical systems we detect and act on an outage before you notice it in the morning.
Do you also maintain locations abroad?
Yes. We look after Meltal in Slovenia, Bosnia and Herzegovina, Serbia and Poland, Zlatarna Celje across the Balkans and Miele in Slovenia and Croatia. Most work is done remotely; we come on site as agreed.
How is data security handled with outsourced maintenance?
We work under an ISO 27001 information security management system: access is personal and logged, passwords are kept in a locked vault, every intervention is documented. We sign a GDPR data processing agreement.
How quickly can we start?
The assessment takes one to two weeks; taking over a small environment takes a few days, a larger one with several locations a few weeks. Your systems keep running throughout the transition.
Let's talk about your IT
Tell us how many users and locations you have and within a week you will receive a maintenance proposal with response times and price.