NETPROCESS
IT support & maintenance
Qualify an incident, restore a working process and reduce recurrence. NETPROCESS supports users and IT managers on the workstations, servers and services included in the agreed scope.
Qualified requests
Traceable interventions
Verified fixes
From requirements to everyday work
Qualify the request
We collect symptoms, environment details, affected users and business impact. Priority is agreed according to the blockage and available workarounds; sensitive information is shared through an appropriate channel.
Diagnose with authorised access
Work starts with targeted checks and reproduction where possible. Remote assistance requires your consent and is limited to the relevant systems. We do not ask you to publish passwords in a support request.
Correct and verify recovery
We prepare the correction, backup precautions and rollback according to risk. Potential service interruptions are agreed in advance. Results are checked with the user and any remaining limitations are recorded.
Organise maintenance
Recurring incidents and identified risks inform an action plan. Depending on the contract, this may include updates, capacity checks, backup verification and documentation. Continuous monitoring is not included by default.
Explore further
Your first questions.
Can we request a one-off intervention?
Yes. A one-off request or ongoing arrangement can be assessed after qualifying the need and confirming scope.
What are the response times and working hours?
They are specified in the proposal or service agreement. No guaranteed response time or 24/7 service is offered without an explicit commitment.
Do you support every software product?
Compatibility, access rights and vendor responsibility are checked first. Some issues require vendor intervention or a replacement approved by you.
NETPROCESS