What is included
- A single point of contact, rather than a list of extensions
- Qualified people at the other end, not just a hand-off
- Ticketing to ITIL standard
- Reachable by email, phone and ticket
- Service hours to suit, up to 24/7/365
- Remote support
- German, French and English
Why the single point of contact is the point
Because the real problem is rarely response time, it is knowing who to call. In an estate that grew, the person with the problem cannot tell whether it sits in the network, the server or the application, and every misrouting costs more time than the fix does.
What to watch
Service hours are a cost decision rather than a technical one. Round the clock pays where an out-of-hours outage genuinely costs money, and elsewhere it is expensive reassurance. What has to be covered in which window belongs in the conversation before the contract, not in it.