Technical support for business clients in Sofia

The technical support services from VSiT:// allows and enables the proper functioning of your desktop, laptop, server computers and infrastructure for minimum disruption of the business processes in your company. Depending on your business’ specifics you can choose a level of support or we can discuss a bespoke service tailored for your needs.

Standard

Basic technical support

39 BGN
/per device monthly
  • Support hours
  • Monday-Friday 10:00-19:00
  • Reaction time
  • 2 hours
  • Incident resolution
  • Within 2 business days

Optimal

Everything your computers will need

59 BGN
/per device monthly
  • Support hours
  • Monday-Saturday 8:00-20:00
  • Reaction time
  • 1 hour
  • Incident resolution
  • Within 1 business day

Infrastructure

For your servers

199* BGN
/per device monthly
  • Support hours
  • Monday-Sunday 8:00-22:00
  • Reaction time
  • 1 hour
  • Incident resolution
  • Within 1 business day

Standard technical support

Basic, but uncompromising service for your devices. Subscription package containing the main service components for desktops and/or laptops

  • Support hours: Monday-Friday 10:00-19:00
  • Support accessible via phone, email and web portal
  • Reaction time: 2 business hours
  • Incident resolution within 2 business days
  • Installation of licensed operating systems and applications
  • Configuration of the operating system and applications
  • Resolving issues and incidents
  • Hardware support – maintenance and replacing components where necessary
  • Removing viruses and malicious software
  • Keeping the operating system and all applications up to date (according to updates released by the manufacturer)
  • Monthly reporting of the logged and resolved support requests

Optimal technical support

Extended, professional technical support service. Subscription package including the basic and additional service components for your business

  • Extended support hours: Monday-Saturday 8:00-20:00
  • Support accessible via phone, email and web portal
  • Reaction time: 1 business hour
  • Incident resolution within 1 business day
  • Installation of licensed operating systems and applications
  • Configuration of the operating system and applications
  • Resolving issues and incidents
  • Hardware support – maintenance and replacement of components where necessary
  • Removing viruses and malicious software
  • Keeping the operating system and all applications up to date (according to updates released by the manufacturer)
  • Monthly reporting of the logged and resolved support requests
  • Monthly proactive maintenance of the device
  • End user help and support (helpdesk)
  • Office network and printer support included

Infrastructure support

Professional technical service for your IT infrastructure. Subscription package including all necessary supporting services for your servers

  • Extended support hours: Monday-Sunday 8:00-22:00
  • Support accessible via phone, email and web portal
  • Reaction time: 1 business hour
  • Incident resolution within 1 business day
  • Installation of licensed operating systems and applications
  • Configuration of the operating system and application
  • Resolving issues and incidents
  • Hardware support – maintenance and replacement of components where necessary
  • Keeping the operating system and all applications up to date (according to updates released by the manufacturer)
  • Monthly proactive maintenance of the device
  • End user help and support (helpdesk)
  • Office network and printer support included
  • Monthly reporting of the logged and resolved support requests
  • * The price is variable and depends on the number of users and applications being served

Comparison table

Component Standard Optimal Инфраструктурна
Hours of support 10:00-19:00 Monday to Friday 8:00-20:00 Monday to Saturday 8:00-22:00 Monday to Sunday
Technical support accessible via phone email and web portal (during hours of support)
Reaction time 2 business hours 1 business hour 1 business hour
Incident resolution Within 2 business days Within 1 business day Within 1 business day
Monthly maintenance of the device
Antivirus and removal of viruses and malicious software
Software support (operating system and applications)
Hardware support (maintenance and replacement of components where necessary)
Keeping the operating system and applications up to date (according to the updates released by the manufacturer)
End user help and support (helpdesk, how to questions etc.)
Office network and printer support included
Monthly reporting of the logged and resolved support requests

Terms of service

– The service is offered as a monthly subscription for business clients
– Prices are per month, per 1 device (desktop, laptop or server) and do not include VAT, replacement components, software licenses or consumables (peripheral devices, cables, toners etc.)
– “Reaction time” is the period between the logging of the support request (phone call, email, web ticket) and starting work on the request by a VSiT employee
– “Incident resolution time” is the period between the logging of the support request (phone call, email, web ticket) and the final resolution of the issue/incident
– Excluding “Infrastructure” support, services are not provided on national holidays
– All devices in scope of the service will pass initial maintenance and will be added to an inventory database
– The services are provided remotely, except in the event where onsite support is required
– VSiT is not responsible for the 1) electrical and/or Internet connection in the client’s office; 2) physical and environment security; 3) non-licensed software installed on the client’s devices

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