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(Italiano) Assistenza Tecnica Avanzata

Helpdesk (Furaco Service Level Agreement, SLA)

Furaco offers for own customers the possibility to activate a technical support and assistance service.

Follow the link helpdesk.furaco.it and access the Furaco technical assistance platform directly in an easy and practical way.

The characteristics of the own service:

CHARACTERISTIC SERVICE DETAILS
Days of support Monday - Friday
Hours of support 9:00-13:00 14:00-18:00

Order of priorities

Urgent 8H*
Low urgent 24H*
*The minimum scalable unit is half an hour.
Hours are considered working

During the orden of priorities of ticket, Furaco's IT Manager will decide the
Methodology to support:

  • In loco
  • Distant

At the end of each intervention the client will receive a report with the description of the activities carried out.

Our objectives thanks to this type of assistance are:

1. Ensure timely and effective intervention so as not to jeopardize the work and the functionalities of the employees

2. Create customized assistance contracts

Monitoring

The Furaco Monitoring system is an Alerting system that allows the control of processes and machine status. Monitoring allows us to be in touch with your devices, which will be monitored during working hours. In case of malfunction, the problem will be managed by Furaco technicians according to the high priority SLA.

Furaco Update

Furaco thanks to this service refers to the periodic activities necessary for updating your IT systems.

The activities of Furaco staff will focus on the maintenance management of client and infrastructure components.
Upgrades / upgrades can be carried out in two ways:

- During business hours

- Out of work hours

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