IT Support
Details about support levels, SLAs, monitoring and interventions.
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We provide support on 3 levels: Level 1 (Help Desk) — user assistance, password resets, email and printer issues, connectivity. Level 2 (Technical Support) — server, network, VPN, backup and Active Directory configuration. Level 3 (Engineering) — infrastructure architecture, complex migrations, advanced security projects. IT support details.
Critical (P1): response 30 min, resolution 4 hours — systems completely down. Major (P2): response 1 hour, resolution 8 hours — degraded functionality. Normal (P3): response 2 hours, resolution 24 hours — individual issues. Minor (P4): response 4 hours, resolution 48 hours — requests and optimisations.
Every request creates a unique ticket with a reference number. You can follow its status in real time through the client portal. You get a notification at every update. At the end of the month you receive a detailed report with: tickets opened and resolved, average resolution time, SLA compliance, and improvement recommendations.
Yes, monitoring runs 24/7/365 — systems are watched non-stop. Active support (help desk) is available Monday to Friday, 08:00-20:00 in the standard package, with the option to extend to 24/7 in the Business and Enterprise packages. Critical incidents (P1) get a 24/7 response whatever the package.
We monitor: availability of servers and services (ping, ports, URLs), performance (CPU, RAM, disk, network), security (access attempts, malware, SSL certificates), backup (status, size, last test), updates (missing security patches). Automatic alerts let us step in before users feel the impact.
Our approach: prevention (firewall, enterprise antivirus, email filtering, staff training), detection (24/7 monitoring, vulnerability scanning, log analysis), response (isolate the threat, remove it, recover the data), reporting (incident analysis, measures to prevent a repeat). More about security.
Preventive maintenance includes: regular security and firmware updates, system clean-up (temporary files, old logs), performance tuning (defragmentation, optimisation), hardware checks (disk SMART status, temperatures, fans), backup testing (restore verification). It prevents 70% of IT problems before they happen.
Remote (80% of cases): over a secure connection we access the computer or server and fix the problem in real time. Intervention time: minutes. On-site (20% of cases): needed for hardware installation, cabling and physical configuration. Intervention time for Pitești and Argeș: 4 hours at most.
We monitor: servers (physical and virtual), workstations, switches and routers, WiFi access points, network printers, NAS and SAN storage, UPS units, IP cameras, cloud services (Microsoft 365, Azure), web applications and databases. In practice, any device connected to the network.
Our backup strategy follows the 3-2-1 rule: 3 copies of the data, on 2 different media, 1 off-site (cloud). We provide: automatic daily or hourly backup, incremental backup (to save space), encryption in transit and at rest, regular restore testing, and status reports. More about backup.
24/7 monitoring detects outages automatically. The on-call team gets an alert within 5 minutes. We intervene remotely straight away. If the problem needs a physical intervention, the on-call team travels to the site. While the system is down, users are automatically redirected to failover systems (where these are configured). We restore services in line with the SLA (P1 = 4 hours max).
We follow a structured process: assessment (we review the available patches), testing (in a test environment, never straight into production), planning (updates outside working hours), deployment (with a backup taken beforehand), verification (post-update testing). Critical security patches are applied within 48 hours.
Yes, both platforms. Microsoft 365: administration of Exchange Online, SharePoint, Teams, OneDrive, Azure AD, security policies, mailbox migration. Google Workspace: administration of Gmail, Drive, Calendar, Meet, organisational policies. We also handle migration between the two platforms (Gmail to M365 or the other way round).
The price depends on the number of users and devices, on what the service includes (help desk and monitoring, full support with maintenance, or 24/7 coverage with on-site response) and on the SLA level you choose. We bill per user or per device, at a fixed monthly price with no hidden costs. We prepare a tailored quote after taking a look at your infrastructure. Request a quote.
The transition is gradual and risk-free: Stage 1: we document the existing infrastructure and take over access. Stage 2: we roll out monitoring and ticketing. Stage 3: the in-house team hands over the specific knowledge. Stage 4: independent operation with full Neoxis support. The whole process takes 2-4 weeks.
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