Keep All Work in One Place
We understand the importance of keeping your systems and technology running optimally. Our technical support policies are designed to provide you with peace of mind and exceptional performance. With us, you can expect:
Priority attention:
We resolve your issues with maximum speed and efficiency to minimize any disruptions to your operations.
Personalized assistance:
Our team of experts is ready to provide you with advice and solutions tailored to your specific needs.
Updates and maintenance:
We keep your systems updated and fully functional to ensure consistent performance.
24/7 availability:
We are always here for you, ready to respond to any emergency, any time of day or night.
Satisfaction guarantee:
Your satisfaction is our priority, and we work tirelessly to exceed your expectations.
Choose the policy that best suits your needs:
Assisted Support Policy
Requests will be processed via email from the IT manager.
Response time within 24 hours after the request.
Assisted services include case follow-up with manufacturers (VMware, HPE, Aruba, and VEEAM).
- Support for VMware environment
- Support for VEEAM environment
- Support for HPE environment
- Support for Aruba environment
- Monitoring and correction of general alerts on VEEAM
- Generation of SMTP server for Backup alerts
- Application of software update patches for the current version of VMware and VEEAM
- Generation of a monthly report based on attended requests
- Generation of a technical report on the Backup environment (VEEAM)
- Creation of a central repository for report storage
- Delivery of technical report on tickets for changes/modifications and any adjustment resulting in a configuration change to equipment and/or software
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Service hours: Monday to Friday from 8 am to 5 pm
Operational Support Policy
Requests will be processed via email from the IT manager.
Responsible for email notifications regarding physical and virtual equipment, Storage, VEEAM, and Aruba.
Operational services include case follow-up with manufacturers (VMware, HPE, VEEAM, and Aruba).
- Correction of general and operational alerts for VMware, HPE, VEEAM, and Aruba
- Operational activities for VMware environment
- Operational activities for VEEAM environment
- Operational activities for HPE environment
- Operational activities for Aruba environment
- Application of minor updates and software patching for the current version of VMware and VEEAM
- Driver and firmware updates for HPE/Aruba hardware based on compatibility matrix
- Generation of an SMTP server for general alerts
- Central monitoring of up to 5 devices (10 analytics)
- Monthly report generation based on attended requests
- Delivery of a technical report on tickets for changes/modifications and any adjustment resulting in a configuration change to equipment and/or software
- Monthly document generation on the health status of monitored equipment
- Creation of a central repository for storing reports and documents
- Web portal for ticket management
- Response time: 12 hours after the request.
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Service hours: Monday to Saturday, 24-hour support.
Managed Support Policy
Requests from the IT manager will be processed based on email requests and/or the ticketing system.
Responsible for email notifications for physical and virtual equipment, storage, and VEEAM.
Managed services include case follow-up with manufacturers (VMware, HPE, VEEAM, and Aruba).
- Correction of general and operational errors for VMware, HPE, VEEAM, and Aruba
- Managed service for VMware environment with performance status log
- Managed service for VEEAM environment with performance status log
- Managed services for physical HPE environments with performance status log
- Improvement proposals based on best practices for HPE, VMware, and VEEAM environments
- Central monitoring of up to 15 devices (30 analytics)
- Weekly document delivery on the health status of monitored equipment
- Application of major, minor updates, and software patches for supported versions of VMware and VEEAM
- Driver and firmware updates for hardware based on compatibility matrix
- Monthly executive report delivery based on ITIL
- Response time: According to SLAs defined with the client.
- IT environment monitoring schedule: In 8-hour blocks based on client needs.
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Service hours: Monday to Sunday, 24-hour support.
Operational Support Policy (Fortinet)
Requests from the IT manager will be processed based on email requests and/or the ticketing system.
- Monitoring of Fortinet equipment health
- Performance monitoring
- Resolution of inquiries
- Remote assistance for changes
- Notifications
- Strengthening and adjustment of security profiles (VPN, Antivirus, Web, Firewall)
- User and permission audits
- Configuration backups as needed
- Configuration adjustments based on best practices
- Static route audits
- Interface adjustments
- Changes or adjustments to firewall rules
- Certificate management
- Creation or adjustment of dashboards
- Monthly report generation based on attended requests
- Delivery of technical report on tickets for changes/modifications
- Monthly health status report for monitored equipment
- Web portal for ticket management
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Service hours: Monday to Saturday, 24-hour support.
Managed Support Policy (Fortinet)
Requests from the IT manager will be processed based on email requests and/or the ticketing system.
- Monitoring of Fortinet equipment health
- Performance monitoring
- Resolution of inquiries
- Remote assistance for changes
- Notifications
- Strengthening and adjustment of security profiles (VPN, Antivirus, Web, Firewall)
- User and permission audits
- Configuration backups as needed
- Continuous log audit and review for implementing improvements
- Configuration adjustments based on best practices
- Static route audits
- Interface adjustments
- Blocking of unauthorized IPs
- Advanced VPN configuration adjustments
- Integration with Active Directory
- Changes or adjustments to firewall rules
- Certificate management
- Creation or adjustment of dashboards
- Multi-factor authentication for users
- Firmware updates for Fortinet equipment
- Monthly report generation based on attended requests
- Delivery of technical report on tickets for changes/modifications
- Monthly health status report for monitored equipment
- Web portal for ticket management
- Response time: According to SLAs defined with the client.
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Service hours: Monday to Sunday, 24-hour support.
Operational Support Policy (Networks)
- Support for configuration of services, profiles, and roles in ClearPass
- Support for SSID configuration within MM
- Support for VLAN, route, network segment, and DHCP configuration within switches
- Support for configuration of VisualRF, RAPIDS, and Clarity within AirWave
- Support for scheduled maintenance of ClearPass, switches, MM, MC, APs, and AirWave
- Service administration support
- Diagnostic service for proactively or reactively identified issues
- Configuration service for the aforementioned equipment, managed through a ticketing tool
- Configuration changes in switches, MM, MC, ClearPass, and AirWave
- Scheduled weekly backups
- Firmware updates for switches, APs, MM, MC, ClearPass, and AirWave
- Follow-up on reports to the manufacturer
- Documentation updates for configuration changes
- Response time: 12 hours after the request
- Engineering Level: Advanced Junior with escalation to Senior Engineer
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Service hours: Monday to Saturday, 24-hour support