IT Support & Maintenance
Structured IT support
on a contractual SLA
Reactive IT support — responding when things break — is the most expensive model. Proactive monitoring, structured SLAs, and a dedicated team reduce incidents and shrink resolution times when incidents do occur.
Get an SLA quoteSLA tiers
All Tiers
- Uptime monitoring (5-minute checks)
- SSL certificate monitoring
- Disk and memory threshold alerts
- Monthly summary report
- Patch and update management
- Backup verification
Tier B (Extended)
- Everything in Tier A
- Extended hours support (07:00–22:00)
- Priority ticket queue
- Quarterly review call
- Security event monitoring
Tier C (24/7)
- Everything in Tier B
- Round-the-clock coverage
- On-call escalation line
- P1 response: 30 minutes
- Incident post-mortems
- Dedicated engineer contact
Pricing depends on system count, complexity, and coverage hours. All SLAs are quoted individually.
Frequently asked questions
What response times can we expect?
Response times are defined in the SLA by priority tier. Critical issues (P1 — system down) have a maximum response of 30 minutes on Tier C, and 4 hours on Tier A. These are contractual commitments, not targets.
Is on-site support included?
Standard SLAs cover remote support. On-site visits are available and can be included in the contract for Netherlands-based clients, or arranged on a per-visit basis for other EU locations.
Do you support third-party software (e.g. our CRM)?
We provide first-line support — diagnosis and escalation for third-party tools. We do not provide code-level support for software we did not build unless specifically contracted.
What is the minimum contract term?
Typically 6 months, with 30-day notice thereafter. This provides the planning horizon needed to staff effectively. Month-to-month arrangements are possible at a premium.
Can you take over support from an existing provider?
Yes. We conduct a technical audit during onboarding, document the environment, and manage the transition to avoid service gaps.