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Service · Managed IT support

24/7 support

Take a plastics manufacturer in Velenje running three shifts. At 2 a.m. the link between production planning and the machines drops, the night shift receives no new work orders, and the shift leader has nobody to ask until seven. Or a hotel in Portorož where the booking system stalls on a Friday evening in July and reception starts writing arrivals by hand. Or an online shop where card payments suddenly fail on a Sunday night. In each case the damage grows with every minute before somebody acts. With 24/7 support, a duty engineer is always available for critical systems defined in advance. An alert from monitoring, or a call from one of your authorised people, triggers a procedure we have prepared together: check, act remotely, inform. At night the goal is to get things working again as fast as possible; the permanent fix follows in daylight. We never attend in person, so each procedure sets out what a member of your staff on site can do with our guidance.

Ask about this service See the scope
24/7/365
weekends and public holidays too
Response time
fixed in the contract
Duty engineer plus deputy
no single point of failure
Morning summary
after every night-time intervention

Scope of the service

On-call cover is not an extended helpdesk. It applies only to systems and events agreed beforehand as critical; everything else waits for office hours.

Check the scope with an engineer

Defining what is critical

Together we record which systems matter and when: production overnight, bookings in season, the web shop at weekends. The list is a contract annex and can be revised during the year.

Monitoring and alerts

Critical systems are watched automatically. An outage alert goes straight to the duty engineer, not to an inbox someone opens in the morning.

Remote action

Restarting a service, failing over to a backup line, restoring a virtual machine from backup, renewing a certificate, clearing a full disk.

Security events overnight

A suspicious admin sign-in or signs of ransomware: we lock the account, isolate the device through EDR and hand over findings in the morning.

Provider escalation

During the night we log the fault with your internet, hosting or payment provider and chase their response, so nobody on your side has to at 3 a.m.

Reporting and obligations

A summary arrives in the morning, followed by root-cause analysis. Where personal data is breached, we prepare the technical facts you need for notifying the Information Commissioner within 72 hours.

How the work runs

Before the first night we need to know your environment well enough that nobody has to be asked about the basics at 3 a.m. Preparation takes two to four weeks.

01

Criticality workshop

We pin down critical systems, time windows, and which of your people may trigger on-call and take decisions overnight.

02

Runbooks

For each critical system we write a one-page runbook: how to check, what we may do on our own and when to contact your named person.

03

Access and contacts

Credentials sit in an encrypted vault; supplier and staff contacts are on a list you update whenever anything changes.

04

Dry run

On an agreed evening we fire a test alert and walk the full chain. Cover starts only once the dry run succeeds.

At night we repair, we do not rebuild. At three in the morning there is a single aim: production, the shop or reception working again. So the duty engineer picks the safest step that restores service, such as reverting the latest change or switching to a standby. Hunting for the cause and fixing it for good happens in daytime, when everyone needed is available and the change can be planned. That way a night-time fix does not create a fresh problem.

Your questions answered

The 24/7 duty line comes with the Premium plan, from €1,990 per month plus VAT. If you only need cover for a few systems, or only during the season, we prepare a quote based on scope.

Yes. A hotel or tourism business might have on-call cover from May to September and regular support for the rest of the year. We record the change as a contract addendum.

The duty engineer notifies the people you name through the channels set in the runbook, for example Teams or a call to your contact's number. We only wake someone at night if the runbook says so or a decision is needed.

Yes. Cover runs every day of the year, including Slovenian public holidays, New Year and the summer break. Holidays are often when it counts most, because the fewest people are around.

It is written into the contract and given to the people you nominate. We do not publish it on the website, so that the line stays reserved for genuine outages.

More services in this area

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Service End-to-end IT support An outsourced, fully remote IT department covering PCs, accounts, servers, backups and suppliers for one monthly fee Service IT helpdesk One address for staff problems with PCs, software and sign-ins, fixed over a remote session Service Service desk A single entry point for every IT request, with a service catalogue, priority rules and measured times

Protect systems that cannot wait until morning

Describe your actual working hours and the systems that must not stop outside them. We will define critical events together and prepare a quote.

When we work
Weekdays 9:00-17:00 CET, answers the same or next working day
Calls
Video meetings, Teams and Meet both welcome

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