Frequently Asked Questions

Clear answers to the most common questions.

SLA (Response and Resolution Times)

What is the guaranteed response time for incidents?
Critical?

Maximum of 4 h for the initial response, subject to the terms of the contract.


Standard?

Between 24 and 48 h maximum for the initial response, subject to the terms of the contract.


What is the actual average time?

Practically immediate when the client's operations are halted.


What are your business hours?

Monday to Friday, from 8:00 AM to 7:00 PM, and Saturdays from 10:00 AM to 1:30 PM and 4:00 PM to 7:00 PM.

Proactivity

Which proactive monitoring systems do we use?
  • NinjaOne to keep the entire IT infrastructure monitored, updated, and supervised. Specific software with highly restricted access for critical environments, such as hypervisors and the network core.
How many problems do we detect before they impact the client?

We proactively install all updates, perform preventive consultancy, review equipment status, and monitor system security.


Do we include:

  • Monthly review?

    Yes

  • Reports?

    Quarterly

  • Improvement proposals?

    Yes

Security and Backups

How do we manage backups?
  • We always manage them based on recommendations and best practices, agreed upon with the client regarding the extent to which they want us to assist with backups.
How do we manage backups?
  • NinjaOne to keep the entire IT infrastructure monitored, updated, and supervised.
  • Specific software with highly restricted access for critical environments, such as hypervisors and the network core.

Do we perform recovery simulations?

Yes (frequency is agreed upon with the client)


Is cybersecurity included or is it an extra?

Our IT support proposals always include a next-generation cybersecurity solution integrated with our monitoring systems. We work with both traditional antivirus and advanced EDR/XDR solutions that provide a global view of the client's network.

Cloud and Traditional Infrastructure

Servers:
On which platform do you deploy infrastructures?

As a Proxmox Silver Partner, we always deploy infrastructures on this platform, adapting to the needs of each client.


Where can the infrastructures be hosted?

Depending on the client's needs, we can deploy the infrastructure in a local DC, a client DC, or a hyperscaler such as OVHCloud.


Are the servers shared or dedicated?

We work on physical servers that are 100% dedicated to the project and managed directly by us.


Do you have an option for smaller infrastructures?

Yes. For smaller infrastructures, such as environments with 2 or 3 virtual servers, we offer the possibility of deploying them on Telemàtic's managed cloud.


What solutions do you offer for collaboration and modern work?

Our primary solution is Microsoft 365. We help clients implement or migrate their email system and collaboration tools to improve efficiency and productivity.


Do you also handle Microsoft 365 backups?

Yes. We also handle Microsoft 365 backups, a necessary service that is not always considered but is important for protecting company information.

Team and Assignment

Will I have an assigned or rotating technician?
You will have the entire Telemàtic team available, depending on the type of support: technical, systems, ERP, etc.
What experience does the team have?
We have a team of engineers and technicians, some with over 20 years of experience and the corresponding certifications.
How many clients does each technician handle?
Each technician handles a range of 10-20 clients.

Transparency and Reporting

What type of reports and tracking metrics do you offer?
Monthly reports?

Yes, depending on the negotiated contract.


Resolved tickets?

Yes, within the SLAs established according to the agreed conditions.


Response times?

Yes, within the SLAs established according to the agreed conditions.

Can we access a tracking portal?
This can be agreed upon and configured based on the IT support project.

Pricing Model

What exactly does the monthly fee include?
All points included in the IT support contract, which you can access before hiring our services.
What is billed separately?
Technician hours not included, breakdowns not covered by the contract, and materials that need to be replaced and are out of warranty.
Is there an hour limit?
Each IT support and maintenance contract has a set number of hours based on the size of the company.
Are on-site interventions included or extra?
Included

Case Studies and References

Can you show us clients similar to us?
Yes, in the success stories section.
Can we speak with a client?
You can check our reviews on Google.

Scalability

How does the service adapt if the company grows or opens new branches?
What if we go from 10 to 50 users?

We resize the project and adapt to the new situation.


What if we open new offices?

We resize the project and adapt to the new situation.

Implementation time?
1 month

Contract and Exit

Commitment period?
1 year
What is the process if we want to leave?
One month's notice is required.
Do you help with the transition or create obstacles?
We provide all the necessary data to facilitate the change.

Incident Reporting Procedure

How can I manage an incident with the managed IT service?
To ensure a prompt response, traceability, and compliance with established SLAs, all incidents must be opened exclusively through the ticketing system.

This is the only valid channel to activate the support service.
Steps to Follow
Step 1. Access the Support Portal

Access our website www.telematic.tech and click the button (at the top right):

Open Ticket

You can also send an email to:

suport@gruptelematic.net (the system will automatically generate the ticket)


Step 2. Detailed Description of the Incident

To speed up the resolution, please indicate:

  • Company and contact person
  • Affected equipment or user
  • Clear description of the problem
  • Error message (if any) (share screen)
The more information provided, the faster the intervention will be.

Step 3. Classification and Response According to SLA

Once the ticket is received:

  • It is registered in the system
  • It is classified according to criticality
  • The response time is activated according to your SLA (by contract type)
The more information provided, the faster the intervention will be.

Critical Incident

Total service interruption or general impact.
Priority activation according to the contracted SLA.


General Incident

Partial or individual impact.
Management within established timeframes.

Very Important
To guarantee:

  • Compliance with response times
  • Registration and traceability
  • Internal coordination of the technical team
Incidents reported through other channels (direct phone, WhatsApp, etc.) will not be considered formally registered until the corresponding ticket has been generated.
In Case of Critical Urgency
If it is a critical incident that completely halts your activity, you can:

  • Open the ticket immediately
  • Clearly indicate "CRITICAL INCIDENT" in the title
This activates the priority protocol according to the SLA.