Specialty · IT Services / 02

IT support & helpdesk
Fast help, clear SLAs.

Remote support, on-site service and 24/7 emergency hotline. We solve 90 % of tickets remotely, the rest get on-site. Response within contract SLAs — no hotline lottery.

Request support contract

Our promise

Tickets die in our hands.

We measure ourselves on first-response and resolution time. Every incident is documented, categorised and worked per SLA — monthly report shows trends and optimisation potential. In emergencies, an engineer is on the system within 30 minutes.

Alexander OhlFounder · Pragma-Code

Support channels · 03

Three channels, one goal.

How we're typically reachable.

Remote support

TeamViewer, AnyDesk or Microsoft Quick Assist — 90 % of tickets solved without on-site visit.

On-site service

Hardware failures, network issues or new sites — engineer arrives with spare parts and tools.

24/7 emergency hotline

P1 incidents outside business hours: dedicated number with guaranteed 60-minute response.

Process · 04 steps

From ticket to resolution.

Structured, documented, traceable.

Create ticket

By phone, email or self-service portal — automatic categorisation and prioritisation.

Analysis

Engineer reviews symptoms, escalates if needed, communicates ETA to you.

Resolution

Remote action or on-site visit — you get clear status updates during work.

Documentation

Root cause, fix and preventive measures in the system — prevents repeat tickets.

FAQ · 04

Frequently asked support questions.

Answers on response times, availability and booking.

How fast is your response?

P1 (system down): < 30 min during business hours, < 60 min via 24/7 hotline. P2 (limited): < 4 h. P3 (standard): next business day. Resolution times are agreed separately in the contract.

What happens after hours?

Standard business hours Mon–Fri 8 am–6 pm. 24/7 hotline for P1 incidents as optional add-on; permanent 24/7 cover for enterprise clients with critical systems.

Do you support Mac and Linux too?

Yes. Windows, macOS and Linux desktops/servers are standard. Mobile: iOS and Android via MDM. We run heterogeneous environments — that's mid-market daily.

Can we book support ad-hoc?

Yes — pay-per-ticket or hour bundles available. For predictable volume we recommend fixed-price contracts with clear SLAs — cheaper and predictable.

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Available for new support contracts

IT support that responds.

We show you in the audit which SLA model fits your size and criticality.