01 / CHANNELS
A single point of entry
Phone, email and ticket tracking. Every request is logged, qualified and assigned to someone who knows your environment.
Managed IT — Support
Outsourced IT support for your teams
A team to assist your users, handle incidents remotely or on site, and coordinate the requests that depend on your software vendors and carriers — in Paris and Île-de-France.
02 / REMOTE & ON SITE
Remote diagnosis, on-site intervention
Most incidents are resolved remotely. When needed, a technician comes on site within the area covered by your contract.
03 / ESCALATION
Qualification & escalation
Every request is qualified by criticality. Incidents that depend on a vendor or a carrier are escalated and followed up until resolution.
What's included
The everyday requests we handle.
The exact scope — users, sites, equipment — is defined in your service contract.
01
Workstations & accounts
Logins, profiles, permissions, hardware, business software, printers.
02
Email & Microsoft 365
Accounts, sharing, OneDrive/SharePoint, Teams, access security.
03
Network & connectivity
Wi-Fi, remote access, VPN, carrier coordination in case of outage.
Getting started
A structured onboarding.
1
Needs qualification
Number of users, sites, technical environment, current provider.
2
Mapping the existing estate
Inventory of workstations, accounts, access and tools, with a documented takeover.
3
Go-live
Support channels opened, a named lead engineer, users informed.
4
Tracking & reporting
Traceability of requests and regular reviews with your lead engineer.
Frequently asked questions about IT support
The answers below describe how the service works. Contractual response times and scopes are formalised in your contract.
The scope of covered users is defined in the service contract. It can cover all employees or a subset (sites, departments, profiles) depending on your needs.
Handling starts with a remote diagnosis. An on-site intervention is scheduled when necessary, within the area covered by your contract (Paris and Île-de-France, and beyond through our partners for multi-site contracts).
Common requests concern workstations, accounts and access, email and Microsoft 365, the network, printers and business software. The exact scope is set out in the contract.
Every request is qualified by criticality level when it is opened. Priority channels and commitment levels (response and recovery times) are defined in your specific terms — we do not publish response times that are not contractual.
The organisation relies on a single point of entry and ticket tracking, with a named lead engineer for each contract. The exact access arrangements depend on your organisation and your contract.
Yes, through secure remote control, access to Microsoft 365 services and, where relevant, VPN access. The constraints of the user's home network are taken into account during diagnosis.
Remote control happens with the user's consent, strong authentication, session logging and permissions limited to the strict minimum.
We coordinate and escalate with the third party concerned (software vendor, telecom carrier) and follow up until resolution. The third party's own turnaround does not depend on us and is not guaranteed.
One-off support answers an isolated request. Managed services add monitoring, governance and continuous improvement of your information system over time.
An audit, then a clear plan.
Describe your need in a minute. We come back with an assessment and prioritised next steps.