User support
We help with problems involving computers, Outlook, network access and the business work environment. Remote access is used by agreement and with the appropriate permissions.
YOUR EXTERNAL IT PARTNER
Fewer IT interruptions. More focus on business.
When a user's email or business application stops working, they need a clear path to a solution. We combine employee support with care for the infrastructure.
What our service includes
Regular maintenance
We agree on maintenance activities, checks and change schedules. The aim is to recognise risks and reduce recurring problems, rather than working only after a fault is reported.
Working with your existing IT
We can take over an agreed part of the administration or work alongside your in-house IT and application vendors. Responsibilities and communication channels are defined in advance.
Support scope tailored to you
Project engagement and contract maintenance are different collaboration models. Priorities, response time, availability and any work outside regular hours are set out in the offer and contract.
From the first conversation to support
Without skipping important steps.
We understand the situation.
We get to know the system, users, risks and the desired outcome.
We agree on the change.
We define scope, schedule, responsibilities and post-work checks.
We hand over and support.
We document what was done and agree on ongoing maintenance.
From configuration to verification
Technical scope of work
Reporting, triage and escalation
For each report we collect a description of the problem, the affected users, the time of occurrence and the business impact. We distinguish between an incident, a user request and a planned change. Priority is determined by impact and urgency, and escalation by the responsibility of in-house IT, the service provider or the application vendor.
Workstations and the user lifecycle
Support covers Windows and macOS work environments, Outlook profiles, network printers and access to business applications within the agreed scope. We link onboarding and offboarding to accounts, devices, licences and access rights. Remote interventions are carried out with approval, identity verification and control of administrative privileges.
Prevention, reporting and service level
We agree on a maintenance schedule, a record of configuration changes and a review of recurring problems. An SLA, if contracted, must specify working hours, reporting channels, priorities, response times, escalations and exceptions. We do not equate first response time with resolution time, and availability outside working hours is not assumed.
Hands-on experience
Expertise applicable to your system.
Vedran's IT management experience at Rhenus Logistics Croatia and many years of work for Dragon Maritime Adria combine user support with coordination of infrastructure and external vendors. That experience does not replace a separate agreement on scope and availability for a new client.
Good to know
Your questions.
Clear answers.
Do you only work with companies in Rijeka?
Remote administration can be arranged for other locations as well. On-site work is primarily tied to Rijeka and Kvarner; other locations and travel costs are agreed separately.
How much does monthly maintenance cost?
The price depends on the number of users, equipment, system complexity and required availability. We first define the scope, then prepare a specific offer.
Let's start with your business.
Tell us what works, what gets stuck and what you want to improve.