Accountability over time is measured in response times.
A management contract is worth exactly what it is worth on the day something stops. Here is how our support works, through which channels, and with which numbers.
What we can demonstrate.
30 minutes
average time to pick up a request. Measured by our own service desk.
98%
client-reported satisfaction with the service. Measured by our customer success team.
10,000+
tickets handled every year, with a knowledge base that surfaces known solutions straight away.
Every number published on this site has to have a definition, a scope, a period and a source. All figures are measured by our service desk and are based on an analysis of the last two years of activity, across projects that have gone live.
One channel, fully tracked.
Requests that come through the portal are logged, assigned and measured. An email to the wrong person, by contrast, depends on who reads it and when.
Ticket portal
Open 24 hours a day. Every request has a status, an owner and a history you can consult. The knowledge base offers the known solution before you even open the ticket.
Phone
For operational urgencies, Monday to Friday from 9:00 to 18:00. Whoever answers can see your company history while you talk.
Service levels and the escalation path.
This section is only published with formalised values. Phrases like rapid response times or maximum availability say nothing, and have no place on this site.
- Response SLA: 1 hour for critical severity, 2 hours for high, 4 hours for medium, 8 working hours for low.
- Service restoration SLA: 4 working hours for critical severity, 1 day for high, 3 days for medium, 5 days for low. The clock excludes time waiting on third-party suppliers and on information requested from the client.
- Service desk staffed from 8:00 to 19:00, Monday to Friday. Extended cover and out-of-hours availability are defined on request in the service contract.
- Tickets can be raised through the portal, by phone or by email. The portal is the preferred channel: it tracks the request from opening to closure and records the priority assigned.
- A dedicated account contact is assigned at go live and remains your point of contact for the whole term of the contract.
- Periodic reporting to the client: monthly, with customisable content.
The severity classes: critical when a service is down and the impact is on the whole company or on production; high when an important function is degraded and there is no workable alternative; medium when the problem is contained and a temporary workaround exists; low for service requests and non-urgent changes. The times apply within staffed hours.
How we work remotely.
Remote support uses installed, authorised agents, not improvised connections. Access is logged and falls within our ISO/IEC 27001 certified management system.
Attended session
Remote takeover with the explicit consent of the user and a record of the work carried out.
Before you report it
A good share of our interventions start from a monitoring alert, not from a call by the client.
When a person is needed
If the problem is physical, the on-site visit is part of the management contract.
The questions we are asked most often.
What happens if I raise a ticket outside working hours?
The portal accepts requests 24 hours a day and logs them with the time they were opened. Pick-up follows your contractual cover.
Who decides the priority of a request?
The severity is proposed by whoever opens the ticket and verified by the service desk on the basis of the real operational impact. An outage that stops production does not carry the same priority as an unreachable printer.
Do we get a record of what you have done?
Every piece of work stays in the ticket history, available in the portal at any time. Management contracts also include periodic reporting. The report is monthly and its content can be tailored.
We already have an internal IT contact: does the service still make sense?
Yes, and that is usually where it pays off most. Your internal contact stops being first-line support for printers and passwords and gets back to projects, while we take on continuous oversight and out-of-hours cover.
Tell us how you work today.
If you cannot say today how long your supplier takes to pick up a request, that in itself is a data point.
We reply within one working day. If you are already a client and need technical support, please use the ticket portal.
What does an hour of IT downtime cost you today?
If you do not have the number, that is another thing the first analysis is for: putting it in writing before you actually need it.