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Услуга · IT outsourcing

Round-the-clock 24/7 support

The mode is for those where an outage outside working hours means direct losses: retail, warehousing, two-shift production, clinics. The shift accepts the incident and starts recovery immediately rather than leaving it until morning.

Send a request What is included
Always
nights, weekends, holidays
15 minutes
for a critical incident
Shift
a rota, not a single hero
Scenarios
ready in advance

What the work includes

What is handled round the clock is incidents specifically. Ordinary questions are dealt with during working hours, which is right both financially and in common sense.

Discuss the scope

Emergency channel

A separate number with no voice menu or answering machine, working at any hour.

Duty team

The shift is staffed to a rota, with cover and handovers, not a lone engineer with a phone by the pillow.

Recovery

Remote connection, restarting services, switching to a backup link.

Bringing in specialists

A specialist engineer and a manager are brought in by a written procedure.

Night call-out

When nothing can be done remotely, an engineer travels to the site.

Review

After every incident we find the cause and remove it, not just the consequences.

How it goes

Onboarding takes a week: handing the estate over to the duty team and agreeing the order of actions.

01

Defining an incident

We agree in advance what demands immediate intervention and what can wait until morning.

02

Procedure

Whom to wake, who has the right to stop a service, whom to report progress to.

03

Handover

Diagrams, access, documentation and ready recovery scenarios go to the duty shift.

04

Duty cover

Round-the-clock cover, a review of every case, a report at the end of the month.

At night it turns out that only one person has access to the system in question, and they are not picking up. Passwords for the accounting database, the provider panel and the equipment must sit in protected storage available to the duty engineer. Otherwise the shift watches the outage with no way to intervene.

Questions and answers

From the required response speed, the number of critical systems and whether night visits are needed. Cover with remote connection only costs noticeably less than cover that includes coming out at any hour.

Whatever the contract says: the accounting system stopping, a server failing, loss of connectivity at a site. A slow printer is not an incident, however firmly an employee insists otherwise.

By having shifts and cover. One person cannot be on duty round the clock: they sleep, fall ill, go away. A rota and a handover turn duty cover into a service rather than heroics.

More in this area

Open the area
Service Subscription IT service A fixed monthly fee for the whole IT function Service Technical support One point of entry for employee requests Service Service Desk Ticket tracking, priorities and SLA control Service Field engineering resources Engineers at the client site to a schedule

We will set up round-the-clock cover

Write your working hours and what is critical outside office time. We will define the incident list and price it.