Service map
Connect hardware, software, data, sites and users to the business processes they enable.
Managed operations · Service Desk · SLA
Support with
a rhythm and clear ownership
We keep business systems dependable after go-live: one intake channel, visibility into critical components, the right engineering escalation and a continuous improvement path for recurring incidents.
Single service window · help.virtek.proService model
An SLA does not start
with a stopwatch
We first identify the business processes behind the system, ownership boundaries and the meaning of recovery. Measurable objectives and interaction rules follow from that context.
Responsibility matrix
Define Virtek, customer and vendor boundaries, owners, contact channels and escalation paths.
Observability
Agree monitoring, events, thresholds, change records and the evidence required for fast diagnosis.
Operating agreement
Set coverage, priorities, objectives, maintenance windows, reporting and a regular review cycle.
Coverage options
Coverage follows
the cost of downtime
These are starting points for design, not rigid packages. Coverage can vary by system: workplace support during business hours and continuous coverage for production or cloud services.
Business coverage
8×5- Reference
- P1 response from 60 minutes
For workplace infrastructure, users and systems handled within agreed business hours.
Extended coverage
12×5 + on-call- Reference
- P1 response from 30 minutes
A wider service window with a dedicated after-hours path for critical events.
Continuous coverage
24×7×365- Reference
- P1 response from 15 minutes
For services whose interruption affects production, revenue, safety, communications or distributed sites.
Tailored agreement
Designed per service- Reference
- Objectives agreed individually
On-site shifts, a blended team, seasonal capacity or different targets for separate components.
Coverage windows and response times shown here are design references, not a public offer. Final commitments depend on architecture, criticality, scope, geography, access, spare-part availability and responsibility boundaries and are agreed in the contract and service schedule.
Priority logic
Business impact
sets the priority
Priority is based on outage scope, workaround availability, data and security risk, affected users and process criticality — not urgency alone.
P1
Critical incident
ImpactA key process has stopped, a critical service is unavailable or data and security are at risk.
Action
Immediate escalation and continuous effort until stabilization or an agreed workaround.
P2
High impact
ImpactA service is severely degraded or an important function is affected, while some operation remains possible.
Action
Priority diagnosis, function recovery and stability control after the fix.
P3
Limited impact
ImpactA local fault does not stop the primary process and an acceptable workaround exists.
Action
Work within the agreed window, remove the cause and document the outcome.
P4
Request or change
ImpactConsultation, access, planned configuration or service evolution.
Action
Estimate, schedule and deliver through the controlled change process.
Support scope
One operating model,
multiple engineering practices
The scope is assembled from the capabilities the environment actually needs and can evolve over time. Virtek remains the coordination point across a complex multivendor estate.
Infrastructure and data centres
Servers, storage, virtualisation, networks, backup, cloud and on-premises environments.
Workplace and communications
Endpoints, VDI, corporate email, messaging, files, VoIP and user support.
1C and business systems
Platforms, databases, performance, integrations, updates and controlled change.
Cybersecurity
Security controls, events, vulnerabilities, response, access and mandatory procedures.
Software, portals and mobile products
Virtek products and custom systems: operations, fixes, releases and evolution.
Facility and engineering systems
UPS, power, access control, video surveillance, site monitoring and integrations.
Service governance
Beyond closing tickets:
improving the service
A service manager connects daily support with business priorities. Reporting focuses on stability, recurring causes, risk and the next useful improvement rather than message volume.
Transparent queue
Status, owner, priority, history and next action are visible in the support portal.
Objective control
Track response, recovery, recurrence, availability and agreed work completion.
Cause analysis
For significant incidents, record the timeline, root cause, recovery and preventive actions.
Service review
Review reports, changes, risks, workload and the improvement roadmap with the customer team.
Design your support model
Describe the system —
we will shape a sensible SLA
We start with a focused assessment of critical services, current operating quality and risk, then propose coverage, team composition, metrics and a controlled transition.
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