IT Support – Assistance (8 h Package)

An outage stops an entire team, a workstation that won't boot costs a day of production, and a backup that was never tested only reveals itself at the worst possible moment. Dekerstorm gives you access to professional IT support in the form of a prepaid hour credit, without the fixed cost of an in-house IT employee. You call, we act — remotely in the vast majority of cases.

Good support isn't measured by the number of tickets closed, but by the steady decline in the number of tickets opened. Our approach therefore rests on the following:

• A single contact who knows your environment — not a call centre where you re-explain your infrastructure with every request.
• Every intervention on record — each request is logged, qualified and documented: you know who did what, when and why.
• Preventive, not just curative — updates, security patches, backup verification and disk-space monitoring, before the problem arises.
• Living documentation — asset inventory, access, licences and configurations kept current and handed over to you, with no dependency on a single provider.
• Security built into daily operations — account and permission management, patched workstations, users trained to recognise phishing attempts.
• Costed recommendations — when hardware or a licence approaches end of life, you're told before it becomes urgent, with the options and the figures.

Tracking is transparent. You have an intervention log you can consult at any time, and a monthly consumption statement covering the requests handled, the time deducted, the state of your estate and the points to watch in the period ahead. Recurring incidents are subject to root-cause analysis: addressing the source rather than the symptom reduces your hour consumption, which is the objective.

The service is purchased as a prepaid package of 8 hours, payable at the time of order; you order as many packages as you need and the hours combine into a single credit, available immediately. Support is provided Monday to Saturday, 24 hours a day. Work carried out during business hours (Monday to Friday, 8 am – 6 pm) is deducted at actual time; work carried out during premium hours — outside that window and on public holidays — is deducted at a factor of 1.5: one hour of work on a Saturday morning consumes an hour and a half of credit. Time is counted in 15-minute increments. The credit is valid for six months from the order date, is non-refundable, and remains usable against any other Dekerstorm service billed by the day or the hour. Our general terms and conditions of sale apply.

Note — scope<7strong>. Support is delivered remotely via TeamViewer or RustDesk and covers the end user's workstation, office software, email, access rights and peripherals, together with the associated infrastructure. Application support for development work — a failed deployment, fixing a bug in code, taking over in the developer's absence — is a separate service and is not covered by this package. Handling monitoring alerts on Sundays is not included; an on-call arrangement can be organised by quotation. On-site intervention is possible provided your region is served: travel costs and IT hardware remain at your expense and are quoted in advance, with a consultation available to assess them. If you require a guaranteed response time (SLA), we can issue a dedicated quote.