KURUMSAL IT DESTEK
IT Support and Maintenance Services in Istanbul
Quad Bilişim provides IT support services for the computers, servers, networks and software of businesses in Istanbul. Our business IT support combines remote assistance, on-site technical work and planned maintenance according to your user count, existing systems and working hours. We define the supported systems, request workflow and excluded work at the outset.
What are our IT support services?
IT support services cover the assessment of employees’ everyday technical issues, device and software maintenance, and follow-up of infrastructure problems. Work on user computers, servers and network devices is defined separately; not every device or application is automatically included in the service.
Computer and user support
We provide technical support for computer installation, software errors removal, user accounts, password and access issues. We also evaluate connection problems with the installation of printer, scanner and other peripherals.
Server and system support
We support servers for installation, configuration, updating and control of operating status. We plan maintenance and improvement work by evaluating system performance and capacity needs.
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Network and connection issues
We examine the problems that are experienced in Internet access, local network and device connections. We support users access to systems by eliminating network devices configuration and connection errors.
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Software and email support
We provide support for the installation, updating and solution of user-sourced problems in your business. We handle email installation and access issues according to the service scope. We coordinate with the provider related to issues requiring manufacturer support.
Planned maintenance and updates
As part of IT maintenance, we check the operating condition of computers, servers and network devices. We identify update, hardware maintenance and component replacement needs and schedule work around business operations. Maintenance frequency, checks and post-work records are defined within the service scope.
Remote and on-site IT support
Remote IT support
Software settings, user accounts, email access and convenient connection issues can be remotely assessed. Remote support on physical intervention-free subjects reduces the need for visit in place. Access method to be used and required authorizations are cleared at the start of service.
On-site IT support
Hardware failures are planned on-site support in cases requiring device installation, physical connection controls and field operation. Visit scope, frequency and service will be given locations are determined according to your business needs.
How does IT care deal work?
An IT maintenance agreement documents the scope of everyday IT support and planned maintenance. The contract specifies supported systems, request channels, working hours, on-site visits and excluded work. The conditions for starting an intervention and resolving the issue are assessed as separate stages.
- Inventory and requirement analysis: Computers, servers, network devices, software used and locations are evaluated.
- Service scope: Remote support, on-site visits, planned maintenance and work outside scope are cleared.
- Offer and contract: Service conditions, fee, support hours and intervention conditions are determined.
- Service start: Required access, system information and technical documentation are prepared.
- Support and maintenance: User requests are met; planned maintenance works are carried out in the designated scope.
How to manage support requests?
Users affected by the support request, devices and business processes are determined. According to the influence of the problem, the need for coordination with remote intervention, on-site operation or related manufacturer is assessed. Support hours, request channels and intervention conditions are cleared in the service contract.
How to determine IT support prices?
IT support pricing depends on the number of users and devices, supported systems, office locations and the need for remote or on-site work. Maintenance frequency and support hours also affect the quotation. The following information is assessed to prepare a comparable quotation:
- The number of users and computers that will support.
- Number of servers, type and purpose of use.
- Network devices, printers and other peripherals.
- Commercial software used.
- Office and branch locations.
- Remote support and need to visit in place.
- Planned maintenance frequency, support hours and intervention conditions.
After inventory operation, the service scope and offer are prepared. It is also indicated whether hardware, license, part change and additional project work are included in the offer.
What information should a support request include?
In the initial report, specify when the problem started, the affected device or application, the number of users affected and the disrupted business process. If there is an error message, share it without exposing personal or confidential information. A software fault affecting one user and an office-wide connection outage may require different priorities; the impact and any temporary workaround help determine the response plan.
Receiving a support request, starting technical work and resolving the issue are separate stages. Define the request channel, service hours, on-site conditions and matters requiring manufacturer involvement separately in the offer. Do not enter administrator passwords or access keys in an open email or contact form; authorised personnel should arrange the necessary access through a secure method.
Get Special Offer to Your BusinessScope and task tracking in IT support services
A support agreement should define how work is tracked as well as list the devices covered. The systems included, who submits requests, how priorities are assigned and how completed work is reported form the working arrangement. We define these details with your existing IT team and business contacts.
A shared baseline at the start of service
The baseline brings together the user and device inventory, critical applications, unresolved issues and communication contacts. It defines who approves system changes, the remote access method and tasks requiring an on-site visit. If new employee setup, device replacement or office relocation is needed, routine support and project work are scoped separately.
Closing tasks and reviewing recurring issues
A support record should cover the reported issue, work performed, outcome confirmed with the user and outstanding tasks. Repeated requests concerning the same device or application may indicate a maintenance or configuration need. Agreeing the review schedule and records to share as part of the service scope helps show which issues recur, as well as how many requests were closed.
Planning remote and on-site IT support in Istanbul
For offices and branches in Istanbul, we plan remote tasks separately from work requiring a site visit. For a business centre in Şişli, Beşiktaş or Kağıthane, or an office in Ataşehir, Ümraniye or Pendik, the address, building access, device location and working hours affect visit planning. Locations and visit frequency are clarified in the offer; internet and physical network work for an office move are assessed separately.
Related guides: IT support SLA: response and resolution times · What is IT support? To define the scope of regular maintenance, see the IT maintenance agreement guide; to compare the scope offered by different providers, use the IT outsourcing proposal comparison guide .
Why Quad Bilişim?
Quad Bilişim offers services for the needs of technology since 2012. By evaluating daily user support and infrastructure maintenance, it creates a scope of service to your business’s devices, software and operation layout.
We are based on your existing systems and business priorities while determining IT support needs. Thus, the topics to be supported will be cleared in maintenance work and service conditions.
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Corporate references
Our corporate reference selection includes organisations such as Soyak, Enka, Verscom, Novo Nordisk, Hayat Varlık and BSH Group.
Frequently Asked Questions
What is the difference between IT support and IT care?
IT support focuses on the solution of technical issues that users and systems live. IT maintenance covers planned work for controlling, updating and maintaining operating status of devices and software.
Can we serve if you have our own information processing staff?
Yes. Technical issues, periodic studies or support coverage for specific systems that your existing team needs may be created. Task sharing is cleared at the start of service.
What problems can be solved remotely?
Software settings, user account transactions and some email or connection issues can be remotely evaluated. It is necessary to interfere in the place for work requiring hardware exchange and physical installation.
Does the maintenance agreement cover all expenses?
The scope is determined according to the contract. The hardware purchase is explained at the offer stage, whether licenses, spare parts and additional projects are included in the service fee.
How are service hours and SLAs defined for IT support?
Service hours are set out in writing in the offer after reviewing your working hours, critical systems and out-of-hours needs. Receiving a request, starting technical work and resolving the issue are separate stages. Priority criteria, matters requiring manufacturer involvement and on-site conditions are also specified in the service plan.
What information should you need to get an IT support offer?
The number of users and devices helps to prepare servers, software used, office locations and existing technical needs. If your inventory is not ready, what information is necessary in the first interview.
Measure support performance using consistent definitions
First response, start of intervention, workaround and permanent resolution are different measures. Incident severity, support hours, waiting reasons and escalation owners are defined in the contract. Monthly reviews should assess ticket volume, first-response target compliance, outstanding work and recurring issues within the same scope.
LET’S PLAN TOGETHER
Request an IT support services quotation for your business
Share your user and device counts, office locations, critical applications and priority technical needs. Let's clarify the scope of remote support, on-site work and a maintenance agreement alongside licences, hardware and additional project items.
