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Van Oosten Advies B.V.

Managed IT

IT support you can count on

A laptop that will not start, a printer that refuses, a new employee starting on Monday. In a small business that lands with whoever knows most about it, and they were hired for something else. With fixed IT support you have someone for it, who knows your environment and responds within an agreed time.

Support is the part of managed IT you notice most often. It is in every package: on working days in Essential, and unlimited within fair use in Complete and Premium. Every request comes in as a ticket, linked to your business and to the laptop concerned. That way nothing is left lying around, and with the next request I know what happened before.

Sound familiar?

Fixed support pays off as soon as IT questions take up the time of people who were not hired for them.

  • The handiest colleague has quietly become the system administrator, on top of their own job.
  • A problem sits for days because nobody knows who should fix it.
  • Your current IT provider takes days to respond, or only works with loose hours.
  • New employees wait for an account, a laptop or access to the right folders.
  • Nobody knows exactly which accounts, passwords and devices are in circulation.

What it includes

Support is more than fixing problems. It is also about having fewer of them, and having it written down how things work.

  • A helpdesk you simply reach through WhatsApp Business, or through the ticket portal, the support email address or the support number, with fixed response times per priority. Every message becomes a ticket.
  • Remote help: I take over your screen, apply a fix or roll out an update, without you having to wait for anyone.
  • Monitoring of every laptop, so a full disk or a failed update stands out before anyone is bothered by it.
  • Onboarding and offboarding of staff: account, licence, laptop and access on day one, and everything neatly closed off when someone leaves. Included in Complete and Premium.
  • Documentation of your environment: accounts, devices, network and procedures in one place, so knowledge is not stuck in one head.
  • A fixed backup during illness or holidays, with access of their own and the same documentation.

What you notice

Less hassle, and when there is hassle, a fixed place to take it.

  • One point of contact who knows your environment, rather than someone new each time.
  • A response within the agreed time: for a critical outage in Complete, within two working hours.
  • In Complete and Premium a monthly report and a quarterly check: what came up, what was solved and what needs attention.
  • In Premium an out-of-hours emergency line, for outages that bring the whole business to a halt.

What it is not

  • Not a call centre. You deal with me and a fixed backup, not with changing staff who do not know your environment.
  • Not a phone line staffed day and night in every package. Support runs on working days from 08:30 to 17:00; only Premium has an emergency line outside those hours.
  • Not management of line-of-business applications from other suppliers. I find out where a problem lies and bring in the right supplier, but the application itself stays with them.

Frequently asked questions

What does unlimited support mean?

You report as often as you need to, without a meter running. Fair use applies: if there are consistently far more requests than at comparable businesses, we discuss what is going on and whether the price still fits. Usually the cause is then something that can be fixed once and for all.

What is the difference between response time and resolution time?

The response time is the time within which someone is working on your request. How long the fix takes depends on the problem: a broken laptop is not replaced within an hour. That is why I commit to a response time and not a resolution time. While a request is open, I keep you informed.

Can I also message or call?

Yes. You send a WhatsApp message, with a screenshot or a photo of the error attached, or call the support number. Both become a ticket, so the request does not depend on who happens to pick up and the response times apply as usual.

What if the problem lies with another supplier?

Then I find out where it lies and contact that supplier, or give you the information to do so yourself. You do not have to go back and forth between parties.

More within this service

Who fixes your IT problems today?

Tell me briefly how things are arranged now and where it chafes. I will show you which package fits and what switching involves.

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