SLA
To coordinate service expectations in advance, we use a Service Level Agreement (SLA). These are tailored to your organization.
Good morning
IT Support
What will get you further
Proactive and fast. Our vision for IT support differs from what is – unfortunately – the standard today.
Ask the site itself
Rather ask than search?
This site can answer anything on our pages and in our services document. Ask your question the way you would ask a colleague; if the answer is not here, it will say so and put you through.
You are talking to our AI service, which knows everything on this site. Rather speak to a person straight away? Call 088 340 0047.
How a ticket travels here
A report here is not a form that vanishes into a queue. It becomes a ticket with a number you can see, and the engineer who picks it up first establishes what is actually going on: can you still work, and how many people are affected.
Those two questions decide the order — not who shouts loudest. Then you hear where it stands: with us, with a supplier, or done. And at the end you rate us, per ticket.
No waiting lines, we help you immediately
Our vision for IT support differs from what is – unfortunately – the standard today. We don’t have an unnecessarily long call flow where you first have to navigate through three menus, tell the receptionist what your problem is, and then are put on hold until the support department has time for you.
Depth — because you read attentively
What you do not see on the phone: every workplace we manage talks to our monitoring around the clock. A full disk, an expired certificate or a faltering service often becomes a ticket there before anyone notices it. That is why many of our phone calls start with “we already saw it” instead of “tell me everything”.
And the order we work in is not a feeling but a rule: first whoever cannot work at all, then whoever is hindered, then what can wait. That rule is independent of who calls, how often, or how loudly.
IT Support by specialists
Our method is based on fast and qualitative action. With us, you’ll always have direct access to the specialist you need. For example, if you’re having issues with a web application, you can speak to a developer right away. Having trouble with your laptop? You’ll be connected to an engineer right away. If your narrowcasting environment isn’t displaying content, you’ll be connected directly to our technical marketer.
Fast and efficient service
Customers value this type of remote support, because we can help you quickly and efficiently, no matter where you are. By using secure and reliable tools – such as VPN, terminal services and VNC – our colleagues can directly view and solve problems as if they were physically on site. This not only saves time, but also ensures that your IT systems always function without unnecessary interruptions.
Clear agreements
RMM
Taking our services, preventive maintenance and proactive monitoring (RMM) together forms an essential part of the IT support we offer your organization.
Warranty
With the hardware we supply, you benefit from the most comprehensive warranty as standard. That way, you'll never incur unwanted costs if hardware doesn't work as it should.
IT support at our customers
At Kieu Engineering we manage the entire IT environment. This includes fixed telephony, workstations, Microsoft 365, Exchange server and backups.
At Uniglobe Alliance Travel we provide the entire IT environment. This includes fixed telephony, workstations, Microsoft 365, backups, and we built their complete ticket system.
Together, let’s turn your IT problems into a success story. IT that works for you and supports the growth of your business. Contact us today and discover the possibilities!
Your next step
You're in good company!
Dryffus
Together with Dryffus, we developed an API integration for KLM to integrate crew transport payment processes with their back-end system.
Uniglobe Alliance Travel
At Uniglobe Alliance Travel we supply the entire IT environment. This includes fixed telephony, workstations, Microsoft 365, backups, and we built their complete ticket system.
Rotterdamse Zaken
We developed a CRM system for Rotterdamse Zaken that helps them manage all affiliated partners and track the content they need to develop.
Want to discuss your IT needs?
Tell us what you are running into. No obligation, and you will speak to the specialist who would actually pick the work up.
Quality is paramount to us
For us quality means three things at once: meeting the requirements and expectations of our customers, living up to our own professional standards, and working to established norms and guidelines. That last one is audited every year by an independent party, DNV. Not because a logo looks good, but because it forces us to keep our own agreements on the days when it is busy.
- ISO 9001 — quality management
- Our processes are written down and measured: how a report comes in, who picks it up, what was agreed and what was done. That is why you get the same way of working from us, even when someone else is at the controls.
- ISO/IEC 27001 — information security
- Access, authorisations, logging, backups and incident handling are set up to the standard and audited periodically. On information security and privacy we are deliberately not flexible: there we follow the norm.
- NEN 7510 — care and sensitive data
- The additional Dutch standard for organizations working with health data. If you work in or for healthcare, you do not have to take our way of working on trust: it has been audited.
The certificates are one click away: ISO 9001, ISO/IEC 27001 and NEN 7510 (pdf). If you want to check our margin on hardware, you may have an audit carried out once a year at your own expense.
What customers ask us most often
What does IT management cost with you?
Our hourly rate is € 115 for support and € 137.50 for development, and workplace management costs € 30 per employee per month. Everything is on the rates page, including what an SLA costs and what falls outside it.
You only pay for the time we actually spend. At the end of every month you receive an invoice that lists the time per ticket and per project; the payment term is fourteen days.
How fast do you respond to an incident?
When you call, you get an engineer on the line straight away – no phone menu. With an SLA you get a response within 24 hours, priority over reports without an SLA, and the emergency service outside office hours. Without an SLA we help you in order of arrival, within office hours.
The order is decided by priority and impact: can you still work, and how many people are affected. Not by who shouts loudest. At the top of the homepage you can see today’s average response time, live.
What happens if I call now with an outage?
You get an engineer, not a receptionist. Your report immediately becomes a ticket with a number you can follow in the portal. The engineer first establishes the situation – what is going on, who is affected, can you still work – and then tells you where it stands: with us, with a supplier, or solved.
At the end you rate us, per report. The time spent is listed per ticket on your monthly invoice.
What is in an SLA and what does it cost?
An SLA costs € 88 per month for the first location and € 58 for each additional one. For that you get a response within 24 hours, priority over reports without an SLA, a ticket system to follow progress, reachability outside office hours through the emergency service, and a lower hourly rate.
Term: twelve months, then cancellable monthly. If we do not solve a problem within 24 hours you may cancel, we credit the current month and write an improvement plan. Everything is on the rates page.
Who do I get on the phone when I call?
An engineer. No phone menu and no receptionist relaying your question. Is it about a web application, you get a developer; is it about your laptop, you get someone who does exactly that.
Can you be reached outside office hours?
Outside office hours an emergency service runs. Customers with an SLA reach it through our general number; keep your three-digit customer number at hand. The colleague on duty assesses every incoming report on urgency, so an incident that cannot wait reaches a person in the evening too.
What is not covered by the management fee?
A few things are deliberately not included by default, so you do not pay for what you do not use: support on employees’ personal devices and home networks, call charges, travel costs and on-site hours unless agreed in advance, and optional test and acceptance environments.
Ask for something outside the agreed scope and we call it additional work and say so up front. Not afterwards on the invoice.
We have another IT partner right now. How does switching work?
We take the environment over as it is, first map out what is there and what is wrong with it, and only then start putting things right. You do not have to tidy up before you can talk to us; that tidying is precisely the job.