Our Services
We ensure quality and performance through measurable commitments and clear indicators.
IT Project Management
Planning, monitoring, and delivering IT projects to ensure the success of your digital initiatives.
Maintenance and Technical Support
Proactive maintenance services and personalized support to ensure operational continuity.
Infrastructure and Network Management
Optimizing and securing your IT infrastructure for maximum performance.
Software Development
Creating customized software solutions to enhance productivity and automate processes.
Cybersecurity
Protecting your data with advanced cybersecurity solutions and disaster recovery plans.
Digital Transformation and Optimization
Modernizing your processes and enhancing competitiveness with tailored digital solutions.
IT Training and Coaching
Enhance your team’s skills with customized training and workshops.
Our Commitments
We ensure quality and performance through measurable commitments and clear indicators.
Service Level Agreement (SLA)
Our SLA commitments define measurable service levels to meet your expectations.
- Response Time:
- Critical incidents: Less than 4 hours during business hours (8 AM to 6 PM).
- Other requests: Response within 24 hours.
- Service Availability: Guaranteed at 98%, considering dependencies with third-party services (hosts, APIs, etc.).
- Problem Resolution:
- Critical: Resolution in less than 12 hours, depending on complexity.
- Standard: Resolution in less than 2 business days.
- Minor: Resolution in less than 5 business days.
- Customer Support: Available from 8 AM to 6 PM on business days, with a dedicated channel for critical cases outside these hours (email marked "URGENT" or WhatsApp).
Key Performance Indicators (KPI)
Our KPIs allow us to measure and continuously improve the quality of our services.
- Response Time:
- KPI: Percentage of critical incidents responded to within 4 hours.
- Target: ≥ 90%.
- KPI: Percentage of other requests responded to within 24 hours.
- Target: ≥ 95%.
- Service Availability:
- KPI: Percentage of service availability.
- Target: ≥ 98% on a monthly or quarterly basis.
- KPI: Number of incidents impacting monthly availability.
- Target: ≤ 2 incidents per month.
- Problem Resolution:
- KPI: Percentage of critical incidents resolved within 12 hours.
- Target: ≥ 85%.
- KPI: Percentage of standard incidents resolved within 2 business days.
- Target: ≥ 90%.
- KPI: Percentage of minor incidents resolved within 5 business days.
- Target: ≥ 95%.
- KPI: Average resolution time for critical issues.
- Target: ≤ 12 hours.
- Customer Support:
- KPI: Percentage of critical requests outside hours responded to through dedicated channels (email "URGENT" or WhatsApp) within 1 hour.
- Target: ≥ 90%.
- KPI: Customer support availability during business hours.
- Target: ≥ 95%.
- KPI: Customer satisfaction rate for support.
- Target: ≥ 90% based on surveys or post-interaction feedback.
- Deadline Compliance:
- KPI: Percentage of projects or tasks delivered within agreed timelines.
- Target: ≥ 95%.
- KPI: Number of projects exceeding agreed timelines.
- Target: ≤ 5% of projects.