Technical Support (Helpdesk / SLA)
Technical Support
Overview
IT support and SLA for businesses in Zurich and Winterthur
Response times, ticketing, remote support and proactive monitoring — so your website, apps and infrastructure run reliably. Fixed SLA packages for Swiss SMEs.
Scope
Deliverables
Process
01
Define
Agree support scope, channels, and SLA tiers.
02
Onboarding
Set up ticketing, contacts, and escalation paths.
03
Support
Handle requests within agreed response times.
04
Review
Monthly review of tickets, trends, and improvements.
Plans & Pricing
Monthly helpdesk packages with defined SLAs.
- Email helpdesk (4 hours/month)
- 48h response time
- Ticket tracking
- Monthly summary report
- 12 hours/month included
- 8h response SLA
- Remote troubleshooting
- Incident escalation
- 24 hours/month included
- 4h priority response SLA
- Dedicated support contact
- Root-cause analysis included
- Everything in Premium
- 40 hours/month included
- 2h critical incident SLA
- Multi-system coverage
- Weekly status reporting
Optional Add-ons
- Extra support hours: CHF 95/hour
- After-hours emergency support (surcharge)
- On-site support days (travel billed separately)
BUJ
Frequently asked questions
Depending on SLA tier — from next business day to priority support with defined response windows.
Yes, where access and documentation are available — after an initial inventory review.
Explore more
Related services
Complementary modules and services that pair well with this solution.
- Hosting & Server ManagementCloud, VPS, or dedicated server provisioning and configuration.
- Website & App MaintenanceWe provide ongoing maintenance for websites and applications—updates, bug fixes, content change…
- Security & MonitoringWe manage SSL certificates, firewalls, malware scanning, access controls, and security monitori…
- Email Setup & ConfigurationMicrosoft 365 or Google Workspace tenant and mailbox configuration.
