Frequently asked questions Page 27 of 27

Frequently asked questions — page 27

• How do you start providing service to a company in Fuenlabrada?

  With a prior study of the environment: an inventory of computers and servers, the state of the network, security and backups, and the priority risks. Once that scope is defined we provide a closed maintenance proposal; after it is accepted, access is documented and the preventive plan is scheduled.
• Can you take over servers that were managed by another provider?

  Yes. The handover starts by gathering access credentials, licences and documentation, checking that backups work and reviewing the condition of each server before taking over its maintenance. If documentation is missing, we rebuild it during that initial review so the service does not depend on what the previous provider remembers.
• What should an IT company's proposal include?

  The scope (users, devices, sites and services), SLAs by criticality, the hours, how on-site visits are handled, the reports and the exit terms. We deliver ours as a fixed proposal after a preliminary scoping study.
• What are the support hours?

  Monday to Friday, 9:00 to 18:00 (CET), with the service levels agreed in the contract. Any extended coverage is defined in the scope.
• Do you have an office in Barcelona?

  No. We provide remote support from our helpdesk and on-site assistance in Barcelona through local technicians and partners, coordinated by Impulso Tecnológico. In Madrid we work with our own team.