Questions we are asked before the contract

From the first conversation to the start of full service, the transition usually takes a few weeks: assessment, proposal, handover of access and documentation. Urgent issues can be handled during the transition once access is in place.

We take over in parallel: we document the environment, collect access and credentials, and agree a cut-over date. Your current provider is asked for a handover list; where one is not available, we build the documentation from the systems themselves. Your staff notice one change: a new address for requests.

Yes. Many clients keep their own IT lead and give us one layer: first-line support, system administration, backups, or a specific domain. Strategy and priorities stay with your team; we report to them.

Yes, before any access is granted. We also work within your security policies and, where you have them, your group’s standards.

Through one channel: email, portal or phone, all landing in the same system. If you have a ticketing system, we work in it. If you do not, we implement one during the transition and train your people to use it.

A designated group of engineers who work with your company and know your environment. First line handles the request; second and third line take over with the context when needed. Each level has an owner.

Remote support in English, Monday to Friday during your business hours. Options for extended cover are stated in the proposal.

Work that requires a person on site is carried out by your local engineer or partner. Copler prepares the task, stays on the line during the work and checks the result.

A request is closed when the issue is resolved and confirmed by the person who raised it. A fault that recurs is investigated at root cause, and the monthly report shows which faults recur.

A current file of your environment: systems, suppliers, access, configurations and the decisions taken with reasons. If none existed, we create it in the first months. It belongs to you and you can read it at any time.

Access levels are matched to roles: each person sees what they need for their work and no more. Joiners are set up on their first day, leavers are removed the same day, and we review regularly who has access to what.

You do. Ticketing, monitoring, documentation and any configuration we implement stay with your company, including if the contract ends.

We configure them, run scheduled restore tests and keep a recovery plan you have seen and approved. Restore test results are part of the monthly report.

The change is planned, announced in advance and handled through documentation. The next engineer reads your file and is introduced to your people before taking over. Because knowledge is written down and held by a group, one departure does not interrupt the service.

Yes. You know the team by name, and the engineer who leads your account is your first point of contact.

The proposal lists the services, systems and sites covered and the service levels for each. Anything outside it is agreed in writing before work starts. Our current service lines are on the Services page.

A monthly report you can read without an IT background: requests received and resolved, response and resolution times, recurring faults, backup and update status, and recommendations. A quarterly review meeting and an annual roadmap are part of the service.

The price depends on the number of users, sites and servers, the systems you run and the service levels you need. The proposal states it in full, with no items outside the written scope.

Term, notice period and exit procedure are stated in the proposal. On exit you receive complete documentation and a handover to whoever takes over.