The real time sinks in a business are not the big breakdowns. They are the small blockages nobody knows how to clear.
A printer refusing to print, a shared file nobody can find, a spreadsheet that will not open, a password expiring on a Monday morning. Taken one at a time, these are trifles. Added up across ten people and twelve months, they amount to dozens of hours of work lost - and a fair amount of irritation.
Most of it is handled by remote session, often within minutes. The employee calls or writes, we take control with their consent, they see what we do on their screen, and they can cut it off at any moment.
We come out when it is necessary - a hardware problem, a printer to reconfigure on site, a new machine to set up.
Where the situation allows, we show rather than fixing in silence. It takes two minutes longer and removes the next call. Some users want to understand, others just want it to work: we adapt, but we always offer the explanation. It is the best investment in a support service.
A blockage cleared in ten minutes and one cleared in two days do not carry the same cost, even if the repair is identical. That is why we favor taking control straight away where the problem allows, rather than scheduling a visit for a three-minute setting.
In practice, a good share of requests are handled the same day, often within the hour. The rare situations needing a visit are announced with a slot, so the employee concerned can organize around it instead of waiting.
A point that counts for more than people think, and that owners often underestimate: how an employee is received when they call determines whether they will call again.
Someone made to feel foolish once will not report the second anomaly. And it is precisely the user who spontaneously says “I got a strange message” or “my computer is making a new noise” who saves you from the real disasters. We use no jargon and we never make anyone feel they are asking a stupid question - that is not commercial courtesy, it is prevention.
When the same questions come up from several people, it is rarely a problem with the users: it is a setting to fix once and for all. A printer going offline every week is fixed with a fixed address. Passwords expiring at random are fixed with a coherent policy. We flag these recurring patterns rather than charging ten times for the same job.
When the need is about learning a tool rather than about an incident, a training session is often more effective than ten support calls.
A significant part of support consists of writing down what would otherwise stay in one person's head. We keep your organization's everyday procedures up to date: how to add a machine to the network, how to reconfigure the printer after a router change, how to find an earlier version of a shared file, how to connect remotely.
That document often runs to three pages, it belongs to you, and it is worth its weight in gold on the day the person who knew is on holiday.
Some of the calls we get are not about an incident but about a way of working that needs rethinking. A shared file three people edit at once and overwrite: that is not a fault, it is a working method to correct. Important documents stored on one machine's desktop, and therefore never backed up. A single password shared by the whole team.
We flag these situations when we come across them, because sooner or later they produce a real incident - and it is better to deal with them calmly.
This service is for businesses in Lyon of a few machines up to a few dozen, with no IT person on site. It fits naturally into regular follow-up - see small business maintenance and maintenance contract - but can also be done on demand.
It depends on the arrangement. Under regular follow-up, everyday support is included. On demand, it is charged per job, with the figure given beforehand.
Yes, and it is the most efficient way: it saves the owner acting as a relay. We agree together on who can call and about what.
We check the machine and the account's access straight away. A quick report beats an infection discovered three weeks later.
For email, accounts and access to company files, yes. For repairing the phones themselves, no.
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Describe your problem: we reply with an initial assessment.
Most of it is sorted out remotely in a few minutes, with no visit.
Automatic assistant: it can make mistakes. Never share a password or a card number.
