Managed IT support
Helpdesk with SLA, 24/7 monitoring and preventive maintenance for your fleet.
We operate as your IT team — internal or alongside the one you already have. Bilingual helpdesk with trackable tickets, priority SLAs, remote monitoring of devices and servers, and preventive maintenance scheduled outside production hours so the business never stops.
What's included
- Bilingual ES/EN helpdesk for business hours, on-call cover for critical incidents.
- Priority-tiered SLAs: response and resolution times that are measurable and reportable.
- Remote monitoring (RMM) for devices, servers, network and critical services.
- Preventive maintenance: patching, antivirus, verified backups, cleanup.
- Audited IT inventory tracked by warranty, location and owner.
- Monthly report covering tickets, response times, critical assets and improvement roadmap.
Who it's for
- SMBs and exporters with 15–250 employees that can no longer rely on the "IT friend".
- Companies with a small IT team that needs an L1/L2 support layer so it can focus on projects.
- Plant or multi-site operations where an IT outage stops production or sales.
How we work
- Technical onboarding: inventory, risk register and priorities mapped in the first two weeks.
- Written support plan: scope, SLA, escalation paths, exclusions — no surprises.
- Ticket-driven operation from day one; the client sees the queue in real time.
- Monthly governance meeting with metrics, incidents and remediation plan.
Stack & tools
NinjaOne · Halo PSA · Microsoft 365 · Bitdefender · Veeam
FAQ
Do you replace my in-house IT person?
Not necessarily. We work as a complementary layer — tickets your team shouldn’t spend time on stay with us, and strategic projects move to the vCIO service. If you have no in-house IT, we’re your full department.
Do you support sites outside Guayaquil and Samborondón?
Yes. Most support is remote and covers all of Ecuador. On-site visits to plants and offices are scoped per contract — Durán, vía a Daule, vía a la Costa and other Guayas cantons are routine.
What response times can I expect?
Depends on priority. Default: P1 (total outage) ≤ 30 min, P2 (severe impact) ≤ 2 h, P3 (standard) ≤ 4 h, P4 (improvement) ≤ 1 business day. SLAs are tuned to each client.
Ready to start?
Free 30-minute diagnostic. We tell you what to fix first and what can wait.