IT Project Management
Planning, monitoring, and delivering IT projects to ensure the success of your digital initiatives.
Committed to continuous improvement
Our professionalism is measured through SLA and KPI aimed at your satisfaction.
Our services
We ensure quality and performance through measurable commitments and clear indicators.
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.
< 4 hResponse on critical incidents (8 AM–6 PM)
24 hResponse for any other request
98%Guaranteed service availability
< 12 hResolution of critical incidents
2 daysResolution of standard incidents
5 daysResolution of minor incidents
- Availability: guaranteed at 98%, considering dependencies with third-party services (hosts, APIs, etc.).
- 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
Critical incidents responded to within 4 hours≥ 90%
Other requests responded to within 24 hours≥ 95%
Service availability
Service availability (monthly or quarterly basis)≥ 98%
Incidents impacting monthly availability≤ 2 / month
Problem resolution
Critical incidents resolved within 12 hours≥ 85%
Standard incidents resolved within 2 business days≥ 90%
Minor incidents resolved within 5 business days≥ 95%
Average resolution time for critical issues≤ 12 h
Customer support
Critical requests outside hours handled through dedicated channels (email "URGENT" or WhatsApp) within 1 hour≥ 90%
Support availability during business hours≥ 95%
Customer satisfaction (surveys or post-interaction feedback)≥ 90%
Deadline compliance
Projects or tasks delivered within agreed timelines≥ 95%
Projects exceeding agreed timelines≤ 5%
Want to learn more?
Reach out to our team via one of the options below.