IT Support and Managed Services
Ensure business continuity with an IT support service that combines preventative and corrective maintenance, tailored to your needs with options for a monthly retainer or pay-as-you-go hours.
An IT support contract is a service agreement designed to ensure a company's technology infrastructure runs optimally, securely, and without interruption. Its goal is to minimise the risk of unplanned downtime and resolve issues swiftly, combining proactive tasks (preventative maintenance) with a rapid response to problems as they arise (corrective maintenance).
At Seintec, we see maintenance as a bespoke service. Following an initial review, we define the scope and plan that best suits your business, whether it's a predictable monthly retainer for comprehensive support or a flexible block of hours for ad-hoc needs. The contract covers all elements critical to your operations, from servers and networks to end-user devices.
Flexibility
Not all businesses have the same support needs. The choice between a monthly retainer and a block of pay-as-you-go hours depends on the criticality of your systems, the predictability of issues, and your IT cost management strategy.
Scope of Service
The service covers the key components of your company's IT infrastructure to ensure its stability and performance. The goal is to anticipate problems and, when they do occur, resolve them with minimal business impact.
Our Difference
At Seintec, we don't outsource support. Our in-house technical team, with over 15 years of experience, is your single point of contact. This direct line of communication speeds up issue resolution and ensures a deep understanding of your infrastructure. For cloud, housing, or off-site backup services, we rely on our own 60 m² datacentre in Sant Miquel de Balenyà (Osona), giving us complete control over the physical infrastructure that underpins your systems.
This approach, focused on local presence and control, allowed us in 2025 to handle over 8,500 support requests with an average resolution time of 7 minutes and maintain a 99.98% service SLA for our cloud systems.
Defined Roles
An effective support contract is built on collaboration and transparency. We define each party's role from the outset to align expectations and ensure a coordinated response.
To carry out the preventative and corrective tasks defined in the scope. To provide support within the agreed response times and via the agreed channels. To document the infrastructure, generate regular activity reports, and advise on improvements and risks.
To provide the necessary access for remote and on-site management. To report incidents through the established channels. To approve interventions that require it (e.g., planned service downtime) and to inform us of any changes to infrastructure or staff.
Support for hardware under warranty or software with an active licence is the responsibility of the vendor. Seintec acts as an intermediary to manage these issues, but the final resolution depends on the third party's timescales and terms.
What's Not Included
To ensure full transparency, the contract specifies which tasks or costs are not covered by the monthly retainer or block of hours. These items are identified and quoted for separately as needed.
We conduct an initial free IT review to understand your environment. If required, we offer an in-depth audit, the cost of which is fully deducted from any subsequent contract for the proposed improvements.
We document all your infrastructure assets (servers, devices, networks, software) to create a detailed inventory. Based on this inventory, we jointly define the scope of the service.
We present a proposal detailing the plan, included services, scope, response levels, and responsibilities. This document forms the basis of the support contract.
We deploy our monitoring tools, set up secure access for remote support, and introduce your team to the communication channels for requesting technical assistance.
We begin operations by generating regular reports on system health, activity, and recommendations. We maintain open communication to ensure the continuous improvement of your IT infrastructure.
| Feature | Monthly Retainer | Pay-As-You-Go Hours |
|---|---|---|
| Ideal for | Ongoing and preventative maintenance | One-off projects or on-demand support |
| Focus | Proactive and reactive | Mainly reactive or project-based |
| Cost predictability | Predictable fixed monthly cost | Variable cost based on hours used |
| Management included | Includes monitoring and regular preventative tasks | Hours dedicated to resolving issues or completing tasks |
| Reporting | Regular health and activity reports | Reports on hours consumed and tasks completed |
The contract term conditions are defined in the commercial proposal. We offer different options to suit the needs and planning of each business.
If you use up your block of hours, you can purchase a new one or buy additional hours at the agreed rate. We will notify you proactively when your hours are running low so you can decide on the next step.
The contract specifies the terms for on-site support. Typically, remote support is the primary channel, and on-site visits are scheduled when necessary and are governed by the terms agreed in the proposal.
We have a 24/7/365 emergency service available on 936 940 176. The intervention conditions and response times for clients with a contract are detailed in the service level agreement.
The reports typically include a summary of the health of monitored systems, open and resolved incidents, preventative tasks carried out (updates, backup status), overall performance, and recommendations for improvement or warnings about potential risks.
We support most standard infrastructure and equipment on the market. During the initial audit, we check the compatibility of your systems with our service and will be transparent about any potential limitations.
Next step
Request an initial IT review at no cost. We will analyse your infrastructure and propose a support plan tailored to the reality of your business.
