Support
How to get help from the infoService team — under a contract with an SLA, or with an enquiry through the contact form.
How to get support
Clients with a support contract work under an SLA. Their systems are monitored 24/7, the response to an incident is < 4 h, and requests go through the channel agreed in the contract.
If you do not have a contract or your question is not urgent, write to us through the contact form and choose the “Support” topic. We reply within the business day.
Remote access software
When it is faster to look at the problem on your screen, we will ask you to start one of these programs and tell us the number (ID) it shows. The connection is made only after you accept it.
What support covers
The exact scope is written into the contract. These are the things we help with most often.
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Incident response
When something goes wrong, we respond within the time agreed in the SLA — < 4 h.
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Security and updates
Updates and fixes before weak spots turn into problems.
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24/7 monitoring
Systems are monitored around the clock, so we notice a problem as early as possible.
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Continuous improvement
Optimisation of costs and reliability, not just fixing faults.
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One team
Support comes from the team that knows your systems — no hand-offs between providers.
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Transparent reporting
Regular reports on availability, incidents and the work done.
Frequently asked questions
Cannot find an answer? Write to us — we reply within the business day.
How do I request support?
Clients with a contract submit requests through the channel agreed in the SLA. For everything else, write to us through the contact form with the “Support” topic — we reply within the business day.
What does SLA support include?
24/7 monitoring, backup, updates and incident response within the agreed time. The exact scope for your systems is written into the contract.
How much does support cost?
It depends on scope — which systems we support and what response times you need. After the analysis you get a concrete proposal.
Can you support a system you did not build?
Yes. We start with a review of the system, its security and documentation, fix the risks and then take it over for support.
Ready for us to take on your IT?
Describe the project or the challenge in a few lines — we come back with concrete steps, not a generic quote.
