Technical Assistance

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Technical Assistance

Computer Assistance is able to offer a Technical Support service, networking, and system assistance throughout the national territory, with various options covering different levels of needs in terms of intervention times and methods.

The Technical Support service of Computer Assistance is based on the widespread presence of specialized personnel across the national territory, as well as a network of local warehouses covering eight regions: Emilia Romagna, Marche, Tuscany, Veneto, Friuli Venezia Giulia, Trentino Alto Adige, Lombardy, Lazio, Campania. Thanks to this network, Computer Assistance can directly intervene at all client company locations, ensuring quick response times and effective results.

The Technical Support service covers the main components of a corporate IT infrastructure, for a wide range of issues. For example:

Server and storage devices

IBM AS/400 - I systems

Network devices and infrastructure

Peripherals

Technical and system assistance

Custom solutions

Computer Assistance offers different types of contracts for the Technical Support service. The available options are diverse and customizable, based on the client company's needs and its technological infrastructure. In addition to the predefined contract types, customized solutions can be tailored for each client.

Computer Assistance offers customized Service Level Agreements (SLAs) in line with the specific needs of each client, such as:

8 x 5 x NBD

Intervention activated during office hours (09:00-13:00, 14:00-18:00) from Monday to Friday, with guaranteed intervention within the next working day.

12 x 6 x 8

Intervention activated from 8:00 to 20:00 from Monday to Saturday, with guaranteed intervention within the next 8 working hours.

24 x 7 x 4 FIX

Continuously activated intervention, with guaranteed problem resolution within 4 hours.

16 minutes

average assignment time detected by the ticketing system on requests entered in the last 12 months

The service level ensures certainty regarding the problem's handling time, as well as the certainty of resolution. For the latter, the guaranteed time interval is linked to the physical location of the devices.

The hardware maintenance contract typically includes both replacement parts and labor, and we can also provide customized contracts for these elements.

Additionally, there is a qualified on-demand Technical Support service available, which does not require the activation of a contract but is activated on a case-by-case basis.

Regardless of the contracted terms, Computer Assistance guarantees immediate problem handling. From the moment a call is opened to the Technical Support service, a specialized technician with the appropriate skills for the specific case is assigned to the client within 16 minutes (average assignment time recorded by the ticketing system for requests submitted in the last 12 months).

After each intervention, Computer Assistance conducts a Customer Satisfaction Survey through which the client can evaluate and communicate the quality of the received service. The collected feedback is analyzed to continuously improve the offered services.

Thanks to the features of its Technical Support service, Computer Assistance can rely on:

398+

companies with an active contract

530

active contracts with SLAs

10.250

devices covered by contracts

5.320

closed calls per year

on-site interventions per day

98%

of interventions completed within the SLA-defined times.