IT Support Services
Nobody calls IT when the system is running. What matters is knowing who to call when it goes down — and when they will arrive.
- P1 · Critical
- P2 · High
- P3 · Normal
- P4 · Planned
Response times are defined numerically in the SLA agreement.
Mipo's IT support service covers the organisation's end-user and server-side technical requests on an SLA basis: remote intervention, on-site service, fault tracking and inventory management. The team providing support is the same team that installed the system.
In IT support we define what is urgent upfront.
"Urgent" means different things to everyone. When urgency is not defined in the contract, the supplier decides what's next.
Business stopped. A system is completely inaccessible and work cannot continue.
Server not starting · internet completely down · email system offline
Business disrupted. System is running but a department or critical function is unavailable.
A department cannot reach the network · print server not responding
Individual user or device issue. Business is continuing.
A computer is slow · new user account needed · software installation
Non-urgent work that can be scheduled.
New device setup · batch update · inventory update
The first-response and resolution time for each level is defined numerically in the SLA agreement, according to the organisation's working hours and critical systems.
A support request from open to close, fully traceable.
You don't need to ask where a request got stuck; every status change is recorded.
Logging
Request is opened by phone, email or portal; a reference number is issued.
Prioritisation
P1–P4 level is determined and communicated to the client.
Response
Remote intervention is attempted first; if unresolved, a team is dispatched on-site.
Resolution
The action taken and root cause are recorded.
Verification
The ticket is not closed until the person who raised it confirms the resolution.
What IT support covers.
Every heading outside the scope is a heading where it's unclear who to call when something breaks.
End user
- Desktops and laptops
- Printers and peripherals
- Account and permission management
- Office software
Server
- Operating system
- Backup status
- Disk and capacity
- Service continuity
Network
- Switches and routers
- Wireless access
- VPN and remote access
- Firewall
Management
- Inventory
- Warranty tracking
- Licence renewal
- Monthly reporting
What the IT support report delivers each period.
The value of a report lies not in ticket count but in the root cause of recurring faults. If the same fault recurs every period, the intervention is treating the symptom, not the problem.
- Tickets opened and closed in the period, by priority level
- Average first response and resolution times
- Recurring faults — root cause analysis, not symptom
- Inventory changes and approaching warranty expiries
- Open risks and recommended actions
Monthly SLA-backed agreement
Questions about it support services.
Single fault intervention is possible. However, priority and response time guarantees are only provided under an SLA-backed agreement.
Frequently, yes. While the internal team manages daily operations, specialist work on the server, network and procurement side is supported externally. We define the scope together to reduce your internal team's workload.
Every request is logged, prioritised and tracked in a single file through to closure. The monthly report shows resolution times and recurring faults.
No. Your existing infrastructure is inventoried and included in scope; it does not matter where the hardware was purchased.
Out-of-hours and weekend cover is defined separately in the SLA agreement; it is not included in the standard package and is added according to need.