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Basic Up to 15 workstations, business-hours support Standard Up to 50 workstations, 24/7 support, servers and network Premium Dedicated team, 15-minute response Project-based One-off work at a fixed quote Free IT audit Infrastructure assessment in 5 days
IT outsourcing and technical support Requests, on-site engineers, 24/7 Service Desk Support levels and SLA Response time fixed in the contract System administration Windows and Linux servers, AD, virtualisation IT infrastructure Core environment, assessment, VDI Networks and telecom Structured cabling, design, audit and monitoring Low-voltage systems Video surveillance and access control Cloud services and hostingNew VPS/VDS, servers for 1C and Bitrix, S3 Backup Backups, cloud storage, recovery plan
Regulatory requirements 152-FZ, personal data, documentation Protection of systems and data Infrastructure, applications, databases, WAF Monitoring and control SOC, vulnerability scanners, antivirus protection Security tools Supply and deployment of security tools, VPN and cryptography
Websites and web development From a business card site to a B2B platform on 1C-Bitrix E-commerce and integrations 1C exchange, payments, delivery, marketplaces Bitrix24 and portals Portal and CRM implementation, licences Custom development Purpose-built services, mobile applications Testing and QA Functional, load and automated testing
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Import substitution Migration to Russian software and hardware 152-FZ compliance Documents and safeguards ready for an inspection Office relocation Network, servers and workstations at the new site Opening a branch Standard setup and a link to head office Remote work VDI, 1C access, secure channels Downtime protection Backups, monitoring, recovery plan
Retail and e-commerce POS, product labelling, online store, 1C exchange Manufacturing Shop-floor networks, servers, accounting systems Healthcare Personal data protection, fault tolerance Construction Site-to-site connectivity, workstations, CAD Logistics Warehouse, data terminals, integrations and monitoring Public sector Import substitution, portals, FSTEC requirements
Small business Up to 15 workstations, basic support Mid-sized business Servers, network and 24/7 support Large business Dedicated team, SLA, reporting Branch network One IT standard across every location
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What is included

Round-the-clock cover applies to incidents, not to every request. Routine tasks are handled during working hours, and rightly so.

Discuss the scope

Emergency intake

A separate number that works at any hour, with no answering machine and no menu.

On-duty shift

People on shift rather than one engineer being phoned at home.

Diagnosis and recovery

Remote connection, restarting services and switching to the backup.

Escalation

Bringing in a specialist and a manager by the agreed procedure if it is not resolved.

Site visit

A night or holiday visit when it cannot be resolved remotely.

Review

After an incident: the cause and the measures to stop it recurring.

How the work runs

Onboarding takes a week: the infrastructure has to be handed to the duty shift and the procedure agreed.

01

Defining what is critical

What counts as an incident. Not everything that breaks at night needs immediate intervention.

02

Procedure

Who to wake, who has authority to stop a service and who is told about progress.

03

Handover to the shift

Documentation, credentials, diagrams and standard recovery scenarios.

04

Operation

Round-the-clock duty, a review of every incident and a monthly report.

Round-the-clock support is pointless without authority. If an engineer finds a problem at night but cannot restart a service without the director approval, the response time equals the time it takes the director to wake up. The authority of the duty shift is agreed in advance.

Frequently asked questions

Work out the cost of an hour of downtime outside working hours. For an office that is empty at night that is zero and there is no need to overpay. For a shop on a Saturday evening or a factory on the night shift it is a direct loss, and the mode pays for itself.

By having a shift. One person cannot be on duty around the clock: they sleep, fall ill and take holidays. An on-duty shift means a rota, cover and handover rather than the heroism of one employee.

All are accepted but handled by priority. An incident is picked up immediately, while a request to install software waits for the working day. The criteria for an incident are fixed in the contract so there is nothing to argue about at three in the morning.

Other services in this area

The whole area
Service Managed IT service A fixed monthly fee for the whole IT function Service Technical support One point of contact for employee requests Service Service Desk Request tracking, priorities and SLA control Service Field engineering resources Engineers on the client site to a schedule

We will set up round-the-clock support

Tell us what is critical and what hours the company works. We will define what counts as an incident and price it.