Support & Maintenance: Your IT, Operational at All Times

A dedicated contact, proactive monitoring and rapid interventions — so your team can work without thinking about IT.

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IT downtime is expensive

One hour of system downtime can cost thousands of euros in lost productivity, missed sales and customer frustration. And yet, most SMEs lack proactive monitoring — they discover problems when their users report them, often too late.

Reactive support alone is no longer enough. Cyber threats evolve too quickly, security updates cannot wait and servers running fine today can show signs of failure that only continuous monitoring detects.

We offer a support model that combines responsiveness and prevention: you never wait for a reply, and we often intervene before you even notice a problem.

What we deliver

  • Dedicated helpdesk with guaranteed response times per SLA (4 hours for emergencies)
  • 24/7 infrastructure monitoring with automatic alerting
  • Security updates and patches applied within planned maintenance windows
  • Backup management and quarterly restore testing
  • Monthly activity report: incidents, trends and recommendations
  • A single dedicated contact who knows your infrastructure and context

Support that knows your infrastructure

The difference between a generic helpdesk and our support is contextual knowledge. Every ITOPS.be client has a documented configuration file that our team consults before every intervention — you never have to explain your setup twice.

At the start of the contract, we audit your infrastructure to map all your systems, identify weak points and establish emergency procedures. This phase takes 1 to 2 weeks and delivers immediate value.

Our monthly reports go beyond listing resolved incidents: they identify emerging trends, recommend preventive actions and evolve your infrastructure to anticipate future needs. Support becomes an ongoing partnership, not a purely reactive relationship.

Frequently Asked Questions — Support & Maintenance

What are your guaranteed intervention times?
Our SLAs vary by contract level: acknowledgement within 1 hour and resolution within 4 hours for critical incidents (infrastructure down, active security breach), acknowledgement within 4 hours and resolution within 8 hours for major incidents, within 8 hours for standard requests. SLAs are contractual and measured monthly.
Do you work remotely, or do you need to come on-site?
The vast majority of our interventions (95%+) are performed remotely — via secure VPN or remote access tools. For interventions on physical hardware that require on-site presence, we travel within Belgium. Urgent on-site visits are included in premium contracts.
Do you also manage equipment that you did not deploy?
Yes. We take over existing infrastructure after an initial 1-to-2-week audit to document your environment. It is not uncommon for this audit to uncover hidden issues — that is an opportunity to fix them before they become incidents.
What if my problem exceeds your support capabilities?
Our support engineers have direct access to the full ITOPS.be team — cloud, development, security. If a problem requires specialised expertise, it is mobilised immediately with no friction or extra cost. You never have to look for another vendor.

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IT support guide for Belgian SMEs: proactive monitoring, SLAs, patch management, helpdesk and disaster recovery planning. How to turn support into a competitive advantage.

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