IT problems resolved — before your team even notices
Reliable IT support for your team
Remote and on-site support, helpdesk system, IT asset management, and proactive maintenance of your entire IT infrastructure.
Anonymized Reference CaseProperty Management Company · Europe, 35 employees+
Initial Situation
No structured IT support — employees called the managing director for every IT issue, no documentation, no priorities.
Solution & Result
IT support & helpdesk with remote access, ITIL ticket system, asset management, and monthly report.
92% of tickets resolved within 2 hours, managing director relieved of IT calls, complete IT documentation created.
IT problems always come at the worst time — and cost your team valuable hours
- Employees solving IT problems themselves instead of working — hours of productive time lost
- No ticket system: issues are forgotten, prioritized by who shouts loudest not by urgency
- Hardware failures without a plan — disk full, device broken, no replacement arranged
Professional IT support that solves problems — not just manages them
- Remote access in under 15 minutes — most problems resolved in 30 minutes
- Structured ticket system: every request documented, none left unaddressed
- Proactive maintenance prevents outages — we know about problems before you do
Scope of Services
What IT Support & Helpdesk does for you
Remote Support
Immediate help via secure remote access — average response time under 15 minutes.
On-Site Support
Fast response for hardware issues, server work, and network problems — in person at your location.
Helpdesk System
Professional ticket system with SLA tracking, priorities, and transparent status communication.
IT Asset Management
Complete inventory and lifecycle management of all IT devices, licenses, and contracts.
Proactive Maintenance
Regular system checks, updates, and preventive measures — resolving problems before they arise.
IT Reporting
Monthly reports on support requests, resolved tickets, system health, and recommendations.
Our Approach
How we work
IT Inventory
Complete capture of all systems, software, licenses, and existing IT contracts.
Onboarding
Setting up the helpdesk system, documenting the IT landscape, and defining SLAs.
Ongoing Support
Remote and on-site support per agreed SLAs — your contacts know your IT.
Reporting & Optimization
Monthly reviews, proactive improvement measures, and IT budget planning.
Since Clouderio took over our IT support, nobody calls the managing director when the printer doesn't work. Everything runs calmly and in an organized way — and we always know what is being handled.
Service Level Agreement
What SLA really means
No "we will get back to you" responses. Binding response times contractually guaranteed — for every priority level.
Complete system outage, server down, all employees affected
Single workstation failure, email issues, printer outage
Software requests, configuration changes, new hardware setup
Support Model
Remote or on-site — whatever the problem requires
90% of all IT problems can be resolved remotely in under 30 minutes. When physical presence is needed, we come to you in person.
Remote Support
Immediate, no waiting
- ✓Response in under 15 minutes via secure remote access
- ✓Average resolution in under 30 minutes
- ✓No effort for your employee — we take over directly
- ✓Full documentation of every intervention
Ideal for: software, configuration, access rights, email, network issues
On-Site Support
In person, same day
- ✓Same-day deployment for hardware failures
- ✓Server work, network patching, hardware replacement
- ✓No hourly model on flat rate — no hesitation to call
- ✓Your personal contact knows your IT environment
Ideal for: hardware defects, server room, network, new workstations
Support Philosophy
The difference that adds up
Reactive support fights fires. Proactive support prevents them from starting. We do both — but our focus is on prevention.
Reactive Support (classic)
- →Employee reports problem — work stalls
- →Waiting for response — more time lost
- →Quick fix without root cause analysis
- →Same problem returns in 3 months
Result: high downtime, frustrated employees, fighting fires instead of preventing them
Proactive Support (Clouderio)
- ✓Monitoring detects anomaly automatically
- ✓We act before the employee notices
- ✓Root cause is fixed, not just masked
- ✓Documentation prevents recurrence
Result: fewer outages, more productive employees, IT as an enabler not a bottleneck
Onboarding
Ready in one week
No lengthy onboarding process. We set everything up, your employees get their new support contact — and from day 5 the SLA is active.
IT Inventory
Full discovery of all devices, software, licenses, and contracts — at no cost and without obligation.
Helpdesk Setup
Ticketing system configured, escalation paths defined, your employees know the new support channel.
Remote Access & Monitoring
Secure remote access infrastructure built, monitoring agents installed, SLA activated.
Go-Live & Briefing
Team briefing, support contacts communicated — from today we respond in under 15 minutes.
Frequently Asked Questions
Everything you need to know about IT Support & Helpdesk at a glance.
01What is the difference between IT support and managed IT services?+
IT support resolves specific problems when they occur — reactive with SLA. Managed IT services additionally include proactive monitoring, patch management, and strategic IT development. We offer both: you choose the scope that fits your size.
02How quickly do you respond to critical outages?+
For Priority 1 outages (complete system failure, critical business processes affected) we respond in under 15 minutes via remote access. On-site we are typically there within 2 hours.
03Do you offer support outside business hours?+
Standard: Mon–Fri 8am–6pm. On request we extend to 24/7 — for critical systems and shift-work industries. This is contractually fixed in the SLA.
04Can we adjust the support scope?+
Completely. From pure remote helpdesk to remote + on-site to full managed IT service. We define together what makes sense — and put it in the SLA.
05What does IT support cost?+
From €49 per workstation per month for remote support. On-site deployments can be billed hourly or as a flat rate. Binding quote after free IT inventory.
Free Assessment Workshop — no commitment
In 60 minutes we analyze your current situation and show you concretely which solution makes sense for your business — with a binding offer within 5 business days.