--- title: "IT support for companies | HQ" url: https://www.hqsolutions.ro/en/it-support/ lang: en site: HQ --- > IT support for companies: a help desk with response times guaranteed by contract, remote or on-site. Average intervention time about 25 minutes. # IT support with response times guaranteed by contract. For over 15 years, we’ve provided IT support to Romanian companies: a single point of contact for your people, with remote or on-site help and response times set clearly in the contract (SLA). We take on every request and resolve it, and your team stays productive. ## What IT support covers. IT support means a single point of contact for any technical issue your team runs into: a workstation that won’t start, a locked email account, a printer that won’t respond, an app misbehaving. Every request becomes a ticket, with an owner and a response time, so you always know where it stands. Most issues we resolve remotely, in minutes. When physical presence is needed, a specialist comes to your office, anywhere in the country, through our own team and our network of local partners. For critical incidents we respond within an hour, and within four for everything else. In practice, the average intervention time is about 25 minutes. Support is available per user, on a monthly subscription, and includes managing accounts and equipment. You don’t pay per call and you don’t get surprise invoices: the cost is fixed, no matter how many requests come up in a month. Day-to-day support is part of the broader IT maintenance and administration service. You can take it on its own, or as part of a full contract where we run the whole infrastructure. ## How you reach us, and how fast we respond ### One place for any problem. Your team reaches us by phone, email, or portal, whichever is easiest, and every request becomes a ticket tracked to resolution. Nobody has to know who to call for each type of problem. ### We step in remotely or on-site. Most requests are resolved remotely, in minutes. For a physical intervention, a specialist from our own team or our network of local partners comes to your office, anywhere in the country. ### Deadlines set in the contract. For critical incidents we respond within an hour, and within four for everything else. The deadlines are in the contract (SLA), not verbal promises. The real average intervention time is about 25 minutes. - **25 min** — Average intervention time - **1h / 4h** — Guaranteed response time - **48 min** — Average ticket resolution time - **24/7** — Monitoring on every managed device ## From €25 per user, per month. One subscription for your company's ENTIRE IT (administration and unlimited interventions, licenses, email and cloud data, data security, even laptops and networking). ## What the people who work with us say. > Over 99% of our problems were resolved without delays — what we valued most was the response time. Eight years in which HQ has handled our entire IT ecosystem in Romania. > > — Monica Serbu · Area Manager East Europe · Beijer Ref > We’ve worked excellently with the HQ team on IT services since 2010. We recommend them first and foremost for maintenance, technical assistance, and the support they provide, but also for consulting. Every time, without exception, the HQ team has shown professionalism and promptness, and our internal audits have confirmed it. > > — Cristian Vladone · Chief Accountant, Business Support · Alfa Laval > What sets HQ apart is the proactive approach: they help us catch problems early, before they become something serious. Since 2012, our IT infrastructure has been in good hands. > > — Florin Joacăbine · Director General · Polon-Alfa Romania ## HQ CLIENTS UiPath, Waldevar, ESX, Picktwo, Aectra, Polon Alfa, Beijer Ref, Alfa Laval, Toyota Ploiești, Dipet, Alliance Filter, Cocktail Holidays, Dalian Autotech, Duroterm, Eco Plating, Faberrom, France Air, Gefil, Hasotti Mineran Șerb și Asociații, Innobyte, K-Flex, Nisab Cons, Optaros, Sagitta International, Sales Partner, Service Faur, Somarest, Tehnogrup Est, Travelmaker, Vass Lawyers ## Frequently asked questions. ### What’s the difference between IT support and IT maintenance? IT support answers your users’ day-to-day requests: problems, questions, blockers. IT maintenance works in the background to prevent them: monitoring, updates, backups. With us they work together, but you can start with support alone if that is the service you need right now. ### What response times do you offer? We guarantee by contract (SLA) a response within an hour for critical incidents and within four hours for everything else. In practice, the average intervention time is about 25 minutes, and a typical request is resolved in around 48 minutes. ### Is support remote, or does someone come to the office? Both. Most problems are solved remotely, quickly. When a physical intervention is needed (a faulty device, an on-site configuration), a specialist comes to your office, anywhere in the country, through our own team and our network of local partners. ### Can we take support only, without a full administration contract? Yes. User support can be taken on its own, on a monthly per-user subscription. If you later want us to run the whole infrastructure, support folds naturally into the full maintenance and administration service. ### What does specialized IT support involve? Specialized IT support means a team that already knows your company's infrastructure. We document the configuration, monitor equipment 24/7, and keep the history of every intervention, which is why most requests are resolved remotely, with no site visit and without you having to explain the context again each time. ### Do we work with the same team every time? Yes. Your requests reach the same specialists, who know your configuration. The intervention history stays documented in our system, so continuity doesn't depend on one person's memory.