IT Support

We communicate clearly and often. We can speak both technically and humanly. When we agree on something, it's done. We always keep the customer informed about the status of their ticket and next steps.

Our ticket management system helps us keep all information well-coordinated within our team. If the technician working on your case is unavailable, they are automatically replaced by another technician who has access to all the necessary information about the progress and next steps.

Urgent cases: In immediate or critical situations, we aim to connect you with a technician without delay. Our specialists are primed and ready to address urgent issues on the spot.
Non-urgent cases: Even if the situation isn't pressing, we commit to responding within 60 minutes of receiving your ticket. We value every request and work diligently to rectify the issue promptly.

Urgent cases: Outside regular working hours, we don’t always guarantee an immediate response. That said, if you call and we can pick up, we will — and we'll do our best to assist. If consistent after-hours support is essential for your operations, let's discuss. We can tailor our support model to ensure you always have access to a technician. Interested? Get in touch to explore specific arrangements.
Non-urgent cases: If you have a non-urgent request outside regular hours, rest assured we'll address it amongst first things on the next business day. Your tickets will be among the first our technicians tackle upon their return.

Our hourly rate might seem higher at a glance, but it's genuinely cost-effective. Even significant IT challenges can often be resolved in mere minutes with our expertise.

Consider an IT issue that takes our technicians just 14 minutes to address. With our model, you're only billed for those 14 minutes, not an entire hour.

Every invoice we issue comes with a detailed report, specifying exactly who did what and when. This transparency makes it effortless for you to monitor how resources are utilized. Our minute-by-minute billing ensures you pay only for the precise time spent addressing your issues.

Every team faces unique needs and challenges. Yet, not all businesses can maintain full-time IT specialists across diverse fields. Whether you require additional expertise for a specific project or need to swiftly address a sudden vacancy, our technicians stand ready to seamlessly integrate into your team.

What sets our 'External Boost For IT Teams' service apart is the commitment of our technicians. They don't merely operate as detached external aides; they genuinely become an integral part of your team. Adhering to the same work protocols, safety procedures, values, and principles as your in-house staff, they can even operate directly from your office.

If you're deliberating between maintaining an internal IT team or exploring outsourcing, we provide a solution that encapsulates the advantages of both.

By e-mail: Send your query or issue to the system's designated email address. Once received, a ticket number will be allocated, and we'll ensure to reach out within our stipulated response time.
By phone: You can directly call our support line to immediately connect with a technician, even outside regular working hours. Alternatively, leaving a voicemail will trigger an automatic ticket generation.
Automated monitoring: For select clients, we actively monitor their IT systems. Should the system flag an alert, this will automatically generate a corresponding ticket.

Our team boasts seasoned professionals with over 20 years of expertise. Yet, we also foster emerging talent – young enthusiasts ever-eager to infuse fresh ideas and innovations. This harmonious blend ensures that our solutions strike a balance between time-tested reliability and cutting-edge novelty.

For every member, the journey of learning never halts. We continuously assimilate new technologies, refine processes, and sharpen communication techniques.

A cautious approach underpins our every move. Should a technician encounter something unfamiliar, it's protocol to consult the collective wisdom of the team, avoiding unnecessary risks for our clients.

While technical proficiency remains paramount, we never sideline the human element. We recognize the diverse challenges our clients grapple with daily. If IT isn't on point, it only compounds stress. That's why we strive for empathy, tuning into a client's unique scenario and adjusting to their timetable – even beyond conventional hours. We're committed to ensuring that IT remains a solution, not a stressor.

Clear and effective communication lies at the heart of our IT services. Our technicians are proficient in both English and Czech, enabling us to serve clients spanning Europe, North America, Asia, and Australia.

But effective communication transcends mere technical jargon. Regardless of the language we converse in, our emphasis is always on a human-centric approach. We attentively listen to your concerns, ask clarifying questions, and ensure mutual understanding. This commitment enables us to craft solutions tailor-made to your unique needs.

We place a premium on communication skills during recruitment. It's a proficiency that's challenging to cultivate later on, hence our preference for candidates already adept in this area. Rigorous evaluation of communication skills is a cornerstone of our hiring process.