Our clients recognize the importance of having a reliable IT partner that demonstrates its value and quality by providing comprehensive support for network and system operations. IT FAMILIJA offers a range of essential services through its support programs, including:

• Diagnostics, monitoring, and optimization of hardware, software, and applications.
• Troubleshooting and customer support via phone, network, or on-site.
• Monitoring, testing, and maintenance of networks and systems.
• Analysis of syslogs, errors, and alarm messages.
• Communication with TAC services provided by equipment manufacturers.
• Repair and replacement of parts.
• Installation of hotfixes and software updates.
• Equipment safety inspections.
• Updating system and user documentation.
• Setting up new accounts and passwords.
• Prompt response to all inquiries.
• Testing and evaluation of new IT solutions and applications.
• Presentation of new technologies and recommendations for development and improvement.
• Client protection from network threats and malware.
• Monitoring the backup system’s operation.
• Data recovery in the event of an incident.

The technical support agreement provides a clear and precise definition of all the details regarding the Service Level Agreement (SLA) and the specific scope of services required. In the IT industry, there are various levels of SLAs that vary in terms of technician/engineer response time and the timeframe for resolving issues.

Our support and maintenance services are facilitated through our TAC (Technical Assistance Center) system. This system enables users to report malfunctions and communicate with our team through a user-friendly web portal, webex sessions, telephone, or email.