Question 1

What is your SLA for a critical issue?

Accepted Answer

Response within 1 business hour for critical incidents (system down, issue blocking operations). For normal issues: within 8 business hours.

Question 2

How do you handle holidays and out-of-hours?

Accepted Answer

The service is covered year-round. There is never a single point of contact — it's a team.

Question 3

Do you come on-site?

Accepted Answer

For most issues, remote support is sufficient and faster. On-site interventions are available for Catania and surrounding areas.

Question 4

Do you support all operating systems?

Accepted Answer

Yes: Windows, macOS, Linux. And major business software (Microsoft 365, Google Workspace, common ERP systems).

Question 5

Can we combine help desk with your other services?

Accepted Answer

Yes, many clients combine help desk with server management or software maintenance. There is a single point of contact for everything.

IT Help Desk & Support