IT support (helpdesk)

Customer support can be arranged to suit various different user needs and requirements. While negotiating an IT support contract with a client, a detailed snapshot of their current IT system status is needed. After that, a service plan is made, according to the snapshot analysis and user needs. Once the contract is signed, SP sistemi take full control and care of the client’s IT system and its supervision, management and servicing.

We offer a few different support models:

• standard support– solving everyday IT sector issues and IT support, within a set number of hours of per month. Leftover hours from one month cannot be used next month.
• support by request– solving everyday IT sector issues and IT support, for smaller systems, without a contract. The number of hours per user is not limited.
• emergency intervention– for the aforementioned support model, there’s also an emergency intervention option available. We guarantee a response from SP sistemi professionals in the shortest time possible.

SP sistemi’s clients can call in incidents or request an intervention using the following methods:

• by phone– calling the SP sistemi helpdesk phone number – you can call issues throughout the workweek, from 8AM to 4.30PM, all calls are recorded in the application for customer support business processes organization.
• by fax– notifying the SP sistemi helpdesk using the fax number – the request should contain the following information: company/user name, personal identification number, address, phone number and a contact e-mail, along with the incident/request description. Requests can be sent 24/7/365. All requests received after 4PM are processed the next working day. All calls are recorded in the application for customer support business processes organization.
• by e-mail–  notifying the SP sistemi helpdesk using e-mail – the request should contain the following information: company/user name, personal identification number, address, phone number and a contact e-mail, along with the incident/request description. Requests can be sent 24/7/365. All requests received after 4PM are processed the next working day. All calls are recorded in the application for customer support business processes organization.

Response time for the helpdesk to get back to the user is within 45 minutes, upon receiving the call during work hours. All requests received after work hours are processed the next working day.