IT problems solved — before your team even notices
Reliable IT support for your team
Remote and on-site support, helpdesk system, IT asset management and proactive maintenance of your entire IT infrastructure.
Anonymized reference caseProperty management company · Frankfurt, 35 employees+
Starting point
No structured IT support — employees called the managing director about every IT problem, no documentation, no priorities.
Solution & result
IT support & helpdesk with remote access, ITIL ticketing system, asset management and a monthly report.
92% of tickets resolved within 2 hours, managing director relieved, complete IT documentation created.
IT problems always strike at the worst time — and cost your team valuable hours
- Employees fix IT problems themselves instead of working — hours of productive time lost
- No ticketing system: problems get forgotten and are prioritized by who shouts loudest, not by urgency
- Hardware failures without a plan — disk full, device broken, no replacement arranged
Professional IT support that solves problems — not just manages them
- Remote access in under 15 minutes — most problems fixed within 30 minutes
- Structured ticketing system: every request documented, none left unaddressed
- Proactive maintenance prevents outages — we know about problems before you do
Scope of services
What IT Support & Helpdesk does for you
Remote Support
Immediate help via secure remote access — average response time under 15 minutes.
On-Site Support
Fast response to hardware problems, server work and network issues — in person at your premises.
Helpdesk System
Professional ticketing system with SLA tracking, priorities and transparent status updates.
IT Asset Management
Complete inventory and lifecycle management of all IT devices, licenses and contracts.
Proactive Maintenance
Regular system checks, updates and preventive measures — solving problems before they arise.
IT Reporting
Monthly reports on support requests, resolved tickets, system health and recommendations.
Approach
How we work
IT Inventory
Complete record of all systems, software, licenses and existing IT contracts.
Onboarding
Setup of the helpdesk system, documentation of the IT landscape and SLA definition.
Ongoing Support
Remote and on-site support according to agreed SLAs — your contacts know your IT.
Reporting & Optimization
Monthly reviews, proactive improvement measures and IT budget planning.
Since Clouderio took over our IT support, nobody calls the managing director anymore when the printer is not working. Everything runs calmly and in an orderly way — and we always know what is currently being worked on.
Service Level Agreement
What an SLA really means
No "we'll get back to you" replies. Binding response times, contractually guaranteed — for every priority level.
Complete system outage, server down, all employees affected
Single workstation down, email problems, printer failure
Software requests, configuration changes, setting up new hardware
Support model
Remote or on-site — whatever the problem requires
90% of all IT problems can be solved via remote access in under 30 minutes. When it needs a hands-on fix, we come to you in person.
Remote support
Immediate, no waiting
- ✓Response in under 15 minutes via secure remote access
- ✓Average resolution in under 30 minutes
- ✓No effort for your employee — we take over directly
- ✓Complete documentation of every intervention
Ideal for: software, configuration, access rights, email, network issues
On-site support
In person, same day
- ✓Same-day dispatch for hardware failures in the Rhine-Main region
- ✓Server work, network patching, hardware replacement
- ✓No hourly billing with a flat rate — no hesitation to call
- ✓Your personal contact knows your IT environment
Ideal for: hardware defects, server room, network, new workstations
Support philosophy
The difference that adds up
Reactive support puts out fires. Proactive support keeps them from starting. We do both — but our focus is on prevention.
Reactive support (traditional)
- →Employee reports a problem — work grinds to a halt
- →Waiting for a response — more time lost
- →Quick fix without root cause analysis
- →The same problem returns 3 months later
Result: high downtime, frustrated employees, firefighting instead of prevention
Proactive support (Clouderio)
- ✓Monitoring detects anomalies automatically
- ✓We act before the employee even notices
- ✓The root cause is fixed, not covered up
- ✓Documentation prevents recurrence
Result: fewer outages, more productive employees, IT as an enabler instead of a bottleneck
Onboarding
Up and running in one week
No lengthy implementation process. We set everything up, your employees receive their new support contact — and from day 5, the SLA is in effect.
IT inventory
Complete inventory of all devices, software, licenses, and contracts — free of charge and without obligation.
Helpdesk setup
Ticketing system configured, escalation paths defined, your employees know the new support channel.
Remote access & monitoring
Secure remote access infrastructure set up, monitoring agents installed, SLA activated.
Go-live & briefing
Team briefing, support contacts communicated — from today on, we respond in under 15 minutes.
Frequently asked questions
Everything you need to know about IT Support & Helpdesk at a glance.
01What is the difference between IT support and managed IT services?+
IT support solves specific problems when they occur — reactively, with an SLA. Managed IT services additionally include proactive monitoring, patch management and strategic IT development. We offer both: you choose the scope that fits your size.
02How quickly do you respond to critical outages?+
For priority 1 outages (complete system failure, critical business processes affected), we respond in under 15 minutes via remote access. For companies in the Rhine-Main region, we are typically on site in under 2 hours.
03Do you offer support outside business hours?+
Standard: Mon–Fri 8 a.m.–6 p.m. On request, we extend this to 24/7 — for critical systems and industries with shift operations. This is set out contractually in the SLA.
04Can we adjust the scope of support?+
Completely. From a pure remote helpdesk to remote + on-site to a full managed IT service. We define together what makes sense — and put it in writing in the SLA.
05How much does IT support cost?+
From €49 per workstation per month for remote support. On-site visits can be billed hourly or as a flat rate. Binding quote after a free IT inventory.
Free assessment workshop — no obligation
In 60 minutes, we analyze your current situation and show you exactly which solution makes sense for your business — with a binding quote within 5 business days.