IT Support Services
Multi-level IT support tailored to your needs. From help desk to expert engineering, we ensure your technology runs smoothly.
Support Levels
L1
Help Desk Support
Prva tačka kontakta za sve IT probleme
Response Time:
< 15 minuta
Key Skills:
- Resetovanje lozinki
- Instalacije softvera
- Osnovno rešavanje problema
- Kreiranje tiketa
L2
Technical Support
Napredno rešavanje tehničkih problema
Response Time:
< 2 sata
Key Skills:
- Dijagnostika sistema
- Mrežni problemi
- Podrška aplikacijama
- Sigurnosni događaji
L3
Expert Engineering
Složeni problemi i upravljanje infrastrukturom
Response Time:
< 8 sati
Key Skills:
- Upravljanje serverima
- Administracija baza podataka
- Dizajn arhitekture
- Oporavak od katastrofa
Service Level Agreements
24/7 Coverage
Podrška za vaše poslovne potrebe 24/7
Fast Response
Garantovana vremena odgovora na osnovu SLA
Performance Metrics
Dashboard-i i izveštaji u realnom vremenu
Dedicated Team
Vešti inženjeri koji poznaju vašu infrastrukturu
Standard SLA Metrics
| Metric | Target | Performance |
|---|---|---|
| Response Time (L1) | < 15 min | 98.5% |
| Resolution Time (L1) | < 4 hours | 94.2% |
| First Contact Resolution | > 75% | 78.3% |
| System Uptime | 99.9% | 99.97% |