IT support for businesses in Poznań delivered remotely from Świebodzin.

Employees do not have to work out whether the problem concerns the computer, the account, the network or the application. The ticket goes to the helpdesk, and we diagnose the cause and, if necessary, coordinate the system vendor, the internet provider or the hardware supplier. We set out the boundaries of other suppliers' responsibilities before the start.

Priority follows the impact on the business. One person's problem with a workaround is handled differently from a whole team without access to a system. Response time means starting diagnosis, not a promise to fix every failure within the same time.

Every ticket leaves a history of the actions taken. With the next problem, the technician can see earlier decisions and the configuration, and the business owner can check which issues keep coming back. Recurring tickets go into the improvement plan.

This is what a typical ticket looks like in a company on the START IT package. The response times come from the price list and are written into the contract, and the support window for this package is working days, 9:00-17:00.

1. Ticket. On Tuesday morning the office reports that the network printer is not accepting jobs. Some people print on a backup printer, so there is a workaround. This is priority P2.

2. Pick-up within the SLA time. In START IT we pick up a P2 ticket within 8 business hours, P1 within 4 business hours, and P3 and P4 on the next working day. In BUSINESS IT these times are shorter: 1 business hour for P1 and 4 business hours for P2.

3. Remote diagnosis. We check the print queue, the device's network address, drivers and recent updates. If the cause is the configuration, a fix and a test with the employee close the matter in the same session.

4. A visit only when needed. If the fault is in the device itself, we contact the manufacturer's service or plan a visit with the travel cost given in advance. Simple steps, such as a restart or checking a cable, an employee can carry out following our instructions.

5. Report. We close the ticket with a description of the cause. The monthly report shows all issues from the period, and recurring faults go into our recommendations, for example to replace the device.

We administer accounts, groups, permissions and basic security settings within the agreed scope. Enabling multi-factor authentication, tidying up administrator accounts and a procedure for revoking access when an employee leaves usually achieve more than yet another security app.

We plan backups with restoring in mind. We agree which data is critical, how long it should be kept and who responds to an error. For backups of servers and the most important data, we plan a restore test and record its result.

Email and file migrations are separate projects when they go beyond routine administration. Before the change we agree the source, the scope of data, test accounts, how we'll verify the result and a rollback plan. Cloud licences are listed separately from the price of the work.

Secure remote access, an up-to-date list of devices and a contact person on the company's side let us start diagnosis without hunting for basic information. We also agree who can approve a change, a service restart or access by the application vendor. We do not ask employees to install random tools on their own.

For devices that cannot be handled remotely, we write down basic instructions and a visit plan. The company knows which steps it can safely carry out on site and which require a technician. This is especially important with several locations, when the person reporting the problem and the process owner work in different places.