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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
Artificial intelligenceNew AI implementation, strategy, staff training Data and analytics Data quality, warehouses, document processing Consulting and audit Digital strategy, systems and architecture audit Marketing Audit, sales funnel, consulting
Workstations Desktops, laptops, peripherals, consumables Servers and networks Servers and storage, network hardware, UPS Retail equipment Online POS, product labelling, scanners Software Antivirus, development and admin software Training Corporate, group and individual
Not sure what to choose? We will run a free infrastructure assessment in 5 days Request an audit
All solutions
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
No suitable scenario? Describe your task and we will propose a solution that fits your terms Submit a request
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What is included

The job of the first line is not to solve everything but to triage the flow quickly: close half immediately and pass the rest to the right place.

Discuss the scope

Taking requests

Phone, email and the request portal. An employee does not have to guess who to write to.

Remote connection

The engineer sees the screen and solves the problem without travelling or keeping the person waiting.

Advice

How to do something in an application, where to click, why it will not open. A significant part of the flow.

Accounts

Password resets and access to folders and systems following an agreed procedure.

Printing and peripherals

Printers, scanners and connecting equipment. A steady source of requests.

Escalation

Handover to a specialist engineer with the history preserved, so the person does not have to explain again.

How the work runs

Setup takes a few days: configuring the intake channels and telling employees where to go.

01

Channel setup

A number, an email address and a portal. One entry point instead of calling the IT person you know.

02

Briefing

A short note for employees: where to go and what to say straight away.

03

Operation

Intake, resolution and escalation. Every request with a number and a history.

04

Review

Once a month we look at what keeps recurring and remove the cause.

Half the requests on the first line are the same thing. Passwords, folder access, printing. Reviewing the recurring requests and removing the cause reduces the flow noticeably faster than hiring another engineer.

Frequently asked questions

Technical support is the people who solve the problems. A Service Desk is the process and the system in which those problems are recorded, prioritised and tracked against deadlines. Neither works well alone: support without records gives no reporting, and a system without people solves nothing.

At first yes, and that is normal: it means the channel is being used. Within a couple of months the flow settles, and the recurring questions are closed with short instructions and configuration changes.

In the basic mode they are received and picked up in the morning. Round-the-clock handling is a separate mode, needed where downtime at night genuinely costs something.

Other services in this area

The whole area
Service Managed IT service A fixed monthly fee for the whole IT function Service Service Desk Request tracking, priorities and SLA control Service 24/7 support A duty line and incident response at any hour Service Field engineering resources Engineers on the client site to a schedule

We will set up user support

Tell us how many employees you have and how issues are handled now. We will set up a single point of contact and take on the flow.