IT infrastructure technical support

The service covers the technical and operational support of the client's existing IT infrastructure, carried out using ready-made tools, modules and administrative panels.

Scope

Within the service, the following may in particular be carried out:

• configuration of parameters of existing IT environments;
• configuration changes in ready-made tools and modules;
• monitoring of environment availability and correct operation;
• analysis of logs, technical messages and system parameters;
• handling of technical and operational tickets;
• configuration of communication, routing, caching and traffic filtering parameters;
• verification of the environment after the changes have been made;
• identification and escalation of technical irregularities;
• updating of technical documentation.

Scope and settlement

The scope is agreed each time in the client's order or ticket. Settlement is based on the number of hours worked, or on an individually agreed quotation.

Not included

The service does not include the creation or modification of source code, software development consultancy, or analytical data processing, unless the parties separately agree such a scope.