IT support
Something has stopped working? Here you will find the fastest way to reach us – and the details that let us get started straight away instead of having to ask first. If you are not yet a client, the section further down explains how IT support works with and without a managed services contract.
Three ways
Which way is right depends on how urgent it is – and whether anything is still working at all.
If your business, or a major part of it, has come to a standstill, call us. That is always the fastest way. Monday to Friday during business hours you will reach someone who knows your environment – no call centre, no hold queue with recorded messages.
For requests that are not time-critical, an email or the form is enough. Describe the problem as precisely as you can; a screenshot of the error message often saves a whole round of follow-up questions.
Once we have agreed on it by phone, you start the remote support program. We then see your screen and can step in directly. Around four out of five faults can be fixed this way – faster than anyone could drive over.
Everyday work
Six areas that, in our experience, account for most requests. You don't need to know beforehand where a problem belongs – that is our job, not yours.
The computer won't start, is suddenly slow, a login fails or a program crashes every time. The largest share of all requests – and the share that can most often be solved remotely.
The network drive has disappeared, the connection keeps dropping, the Wi-Fi doesn't reach the back office or access from home no longer works. Here, measuring helps more than guessing.
Outlook isn't syncing, a message doesn't arrive, someone is missing access in Teams or a new employee needs a mailbox and a licence.
The classic: nothing comes out of the printer. Print queue, driver, IP address or permissions – four causes that can be checked in a fixed order.
An extension doesn't ring, the call queue routes calls wrongly, a home-office phone won't register. Because telephony now runs over the same network, it belongs in the same support.
Inventory management, DATEV, software for law firms or medical practices. We don't fix every bug in the program ourselves – but we handle the coordination with the vendor so that you are not stuck between two hotlines.
Two ways
We offer both. The difference is not in the quality of the help, but in how much we already know about your environment when you call – and what we can commit to.
Preparation
Five details that shorten almost any fault report by several minutes. If you don't know some of them, call anyway – we will work it out together.
In an emergency
If files suddenly become unreadable, ransom notes appear or accounts behave unusually, the order of steps matters. Please follow exactly this one:
On site
We fix around four out of five faults remotely. For you, that is the faster route: remote support starts within minutes, a trip out always takes longer. For the rest, the simple rule applies: nobody can swap hardware over a cable, and some faults only become visible when you are standing in front of the device.
Our office is on Robert-Perthel-Straße in Cologne-Longerich – at the same address and with the same phone number since 1992. From there we reach Cologne, Bonn, Leverkusen, Bergisch Gladbach, Düsseldorf, Hürth, Frechen, Pulheim and Bergheim within a reasonable drive. A provider two hours away will want to solve every fault remotely first – even the ones where that doesn't work.
Frequently asked questions
During the session we see what is visible on your screen – and you see it at the same time. You can watch at any point and end the session with one click.
The connection is only established when you start the program and give us the ID. Nobody gets onto your computer without your involvement.
Without a managed services contract, we bill on a time-and-materials basis; we tell you the hourly rate before we start, not only on the invoice. With a managed services contract, support is included in the monthly fee, depending on the agreed scope.
We deliberately don't publish a flat rate online: a price without knowing your environment would be a guess. What makes up the price and how to make quotes comparable is explained in detail in our guide to the costs.
IT support is help in an individual case: something isn't working, you get in touch, we fix it. Managed IT services are the ongoing contract around it – monitoring, updates, tested backups, documentation and guaranteed response times.
The practical difference shows on the second call. Without a contract, we start from scratch every time with the question of how your environment is set up. With a contract, that is documented and ready – and some faults are spotted in advance instead of hitting you.
That depends on your contract. Availability outside business hours is agreed explicitly – it means standby, and standby costs money whether or not it is used.
If an outage at the weekend would be expensive for your business, talk to us about it. The honest calculation is: what does an hour of downtime cost you?
In an acute emergency we will try, but we cannot promise anything – contract clients take priority, and that is only fair to them.
What we always offer is a conversation about what has just happened and how to avoid it in future. That costs nothing.
Yes, and that is a common case. An in-house department knows the business applications and internal processes better than any outsider. What it can rarely cover is holidays, sickness, specialist topics and a second opinion.
In that case we work alongside your team, not against it: clearly defined areas, agreed responsibilities and shared, up-to-date documentation. Who is responsible for what is put in writing beforehand.
The ongoing contract behind the support: monitoring, updates, fixed response times and a named contact.
Learn moreFirewall, backup and endpoint protection – so that a fault doesn't turn into a standstill.
Learn moreThe six factors behind the price and a comparison sheet for other providers' quotes.
Read the guideFurther reading
Detailed answers and real projects from our work – free of charge, no registration.
Guide
The steps in the order that does the least damage.
ReadGuide
The most common causes on the network and how to narrow them down.
ReadGuide
Matching symptom to cause – and what not to do first.
ReadService
When the job is not a fault but a rebuild.
ReadNo managed services contract yet?
With a managed services contract, we know your environment before anything happens – documented, monitored and with a guaranteed response time. The free initial consultation leads to a fixed monthly price with a clearly defined scope.
+49 221 984300-0Switchboard and support hotline
[email protected]Reply within 4 hours on working days
Robert-Perthel-Straße 7250739 Köln – Bilderstöckchen
Mon–Fri 9 am–6 pmEmergency support outside these hours by arrangement
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