Support Center

Our response times vary by support channel and issue priority:

• Emergency calls: Immediate pickup during business hours, within 15 minutes after hours
• Live chat: Under 2 minutes during business hours
• Email/tickets: Within 2 hours during business hours
• On-site visits: Within 2 hours for emergencies, same-day for standard requests

We classify these situations as emergencies requiring immediate attention:

• Complete server or network outages affecting business operations
• Suspected ransomware or malware infections
• Data loss or corruption preventing work
• Security breaches or unauthorized access attempts
• Critical system failures during important business operations

For emergencies, call our hotline at +421 2 5443 7821 immediately.

Yes, we offer 24/7 remote monitoring and emergency support:

• Automated monitoring: Systems are monitored 24/7 with automatic alerts
• Emergency remote access: Available for critical issues outside business hours
• Weekend emergency calls: Answered within 30 minutes
• Holiday coverage: Emergency support maintained during Slovak holidays

After-hours emergency support is charged at €89/hour with a minimum 1-hour charge.

Security is our top priority during remote support sessions:

• Encrypted connections: All remote sessions use AES-256 encryption
• Session recording: Connections are logged for quality and security auditing
• Permission-based access: You maintain control and can terminate sessions anytime
• No data retention: We don't store any data accessed during support sessions
• Verified technicians: Only certified team members conduct remote support

Our monthly packages include comprehensive support services:

• Unlimited remote support: No limits on remote troubleshooting and assistance
• Proactive monitoring: 24/7 system health monitoring with alerts
• Monthly on-site hours: Included technician visits (varies by plan)
• Priority support: Faster response times for package customers
• Software updates: Automated security patches and updates
• Backup monitoring: Verification of backup success and integrity

See our pricing page for detailed package comparisons.

Yes, we provide comprehensive support for all major platforms:

• Windows: All versions from Windows 10 onwards, Windows Server
• macOS: Current and previous macOS versions
• Linux: Ubuntu, CentOS, and other popular distributions
• Mobile: iOS and Android device configuration and troubleshooting
• Cloud platforms: Microsoft 365, Google Workspace, AWS, Azure

Our technicians are certified across multiple platforms to provide consistent support regardless of your technology mix.