Choose your package

Tasks are specific activities that we carry out as part of IT support, and their classification allows us to clearly define the scope of services. We divide them into three categories:

• Simple actions - Simple actions are quick and routine tasks that do not require advanced analysis or much time. They include actions such as restarting services, installing standard software or changing basic settings. This ensures an immediate response to minor problems, supporting the smooth operation of your business.​
  
• Standard support - Standard support relates to more complex tasks that require time and more detailed analysis. These include configuring devices, resolving common errors or preparing the working environment. Such support allows you to effectively solve everyday challenges and ensures the stability of your IT infrastructure.​
  
• Advanced solutions - these are tasks that require significant commitment, expertise and in-depth analysis. They typically involve activities such as security audits, optimisation of IT infrastructure, identification of complex problems or implementation of new technologies. These types of tasks may require more research, testing of solutions or work on non-standard requirements. Where problem solving exceeds 2 hours, billing for the task is on an hourly rate basis, allowing for fair pricing for time spent on more complex projects. This gives our clients the flexibility to tailor support to their actual needs. ​

With this breakdown, clients have a clear picture of the range of services and know what to expect within their chosen package. If you are unsure which category your application falls into, our specialists can help you determine this.

Packages allow us to provide greater transparency and cost predictability for our clients. Instead of worrying about every minute of work, you can focus on running your business with a predetermined range of services at a fixed price.

Hourly billing can often be less convenient, as costs can vary depending on the time it takes to complete a task. Our packages eliminate this uncertainty by offering a clear framework of support and a tailored breakdown of different levels of tasks to suit your needs.

For clients who prefer flexibility, we also offer the option of additional hourly billing if the scope of the package is exceeded, allowing for full customisation.

Choosing the right package depends on several factors, such as the size of your business, the number of devices in your infrastructure and the complexity of the systems you use. Thanks to the variety of our packages, you can easily tailor an offer to your needs and budget, ensuring you get the right level of IT support.

• Start bundle - dedicated to small companies with a simple IT infrastructure that occasionally need technical assistance, e.g. for minor breakdowns or configurations. Ideal for start-up companies or those with a low need for advanced IT services.
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• Standard bundle - designed for medium-sized companies that use more complex systems and equipment and require regular technical support. It is the ideal choice if your business is constantly growing and needs stable IT support on a daily basis.
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• Premium bundle - designed for businesses that operate on more complex IT infrastructure and require rapid response to requests and comprehensive support. Includes priority handling and advanced services such as security audits or infrastructure optimisation.​

If you're not sure which package best suits your business needs, contact us - we'll help you choose the solution that gives you the best balance of service quality and cost.

If you exhaust the available tasks in your package or need services beyond its scope, you have several options:

• You can buy individual tasks at a fixed hourly rate.
• You can extend your package to a higher level, which will provide you with additional resources and priority service.
• Contact us to plan your individual support - we are open to cooperation tailored to your needs - this is what sets us apart from the competition

Unused tasks in a given month do not automatically carry over to the next period. Each package is designed to distribute support evenly in order to maintain high service efficiency and optimal time management for our specialists. However, if you anticipate that your support needs may be lower during a particular period, we encourage you to contact us - we can offer a suitable solution tailored to your requirements. Translated with www.DeepL.com/Translator (free version)

Response times within our SLA vary depending on the type of request:

Critical infrastructure: response time is up to 2 hours. Failure of critical infrastructure that affects the availability of key services is prioritised.​

Non-critical infrastructure problems: Response times for requests for problems that do not directly affect critical infrastructure are up to 12 hours. Such requests are dealt with on a priority basis, but do not take priority over critical infrastructure failures.​

Our SLA has been designed to ensure that all requests are adequately responded to, while maintaining priority for the most important issues. This gives you the confidence that any issue will be resolved quickly and efficiently.

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