01
Ticket-based support contracts with defined response times
Managed support services
Technical Support
On-site and remote technical support for operational IT environments, with clear ownership, measurable SLAs and traceable workflows.
Key service pillars
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Post-warranty hardware maintenance and spare-parts coordination
03
Operational rollout: staging, installation, replacement and device pickup
04
Support for end-user workstations, printers/MFPs and network equipment
When to adopt a structured support model
- Critical tickets handled reactively, without prioritization or defined response times.
- Distributed locations with inconsistent operating standards.
- Operational downtime caused by hardware failures and slow replacements.
- Limited visibility on backlog, escalations and intervention status.
What the service covers
- L1/L2 Service Desk with intake, technical triage and escalation.
- Scheduled or on-demand on-site intervention for workstations, network and peripherals.
- Asset lifecycle management: staging, installation, replacement, pickup and decommissioning.
- Operational reporting on SLAs, ticket volumes, average resolution time and recurring causes.
On-site operational coverage
Coordinated technical intervention across distributed locations and critical assets.
Traceable processes and workflows
Ticket handling, prioritization and SLA execution with continuous visibility.
Integration with enterprise systems
Operational data alignment to support faster and more reliable decisions.
Operational governance
- Service catalog, RACI and KPI definition aligned with IT Managers and Operations teams.
- Runbooks and standard procedures to reduce key-person dependency.
- Periodic service reviews for prevention, capacity planning and continuous improvement.
Need operational continuity without increasing internal complexity?
We define a clear and sustainable support scope, aligned with your locations, asset base and service-level targets.