How we work
How we take over your IT and run it
A dedicated team that learns your business before it changes anything, a written scope, a dated transition plan, and a report once a month. This page describes each step.
The process
The five stages
Conversation
You tell us how many users, sites and servers you have and which systems you run. We read it and call within one working day to ask what the form could not.
Assessment
Before we quote, we look at your environment: infrastructure, current documentation, access, backups, licences, open issues. This is done remotely, with read-only access you grant for the purpose. You receive a written summary of what we found, whether or not you go ahead.
Proposal
Scope of services, service levels, the transition plan with dates, and the team that will work with you. Everything in writing, so both sides know what is included and what is not.
Transition
The first weeks are spent taking the environment over: access is handed to Copler, documentation is created or brought up to date, monitoring and backups are checked, the ticketing system is set up or connected. Your people receive one address for every request. The dedicated team is introduced to your managers and key users. At the end of the transition you sign off the documentation and the service starts in full.
Ongoing service
Requests are handled through one system by engineers who know your environment. Faults that recur are investigated at root cause. Once a month you receive a report: what came in, what was resolved, what recurs, and what we recommend next. Once a quarter we review priorities with you, and once a year we propose a roadmap for the following twelve months.
From your side
What each stage needs from you
Conversation
Twenty minutes and the basic facts about your setup.
Assessment
Read-only access to your systems and any documentation you have, even if it is out of date.
Proposal
A decision on scope and a signature.
Transition
Administrative access, a contact on your side who can answer questions, and a message to your staff about the new request channel. We draft the message.
Ongoing
Requests sent through the agreed channel and one person who reads the monthly report.
Good to know
How the service runs
Your systems, or ours
We work in your ticketing system, your monitoring and your documentation if you have them. Where they do not exist, we implement them during the transition and configure them so the process runs without our presence in the room. Either way, everything we set up belongs to you and stays with you.
When the team changes
A designated group of engineers works with your company. When someone on the team changes, and over years this will happen, the change is planned, announced in advance and handled through documentation, so the next engineer arrives already briefed on your environment and your people.
Working hours and on-site work
Support is provided remotely, in English, Monday to Friday during your business hours. Work that requires a person on site is carried out by your local engineer or partner and coordinated by Copler: we prepare the task, stay on the line during the work and check the result.
Start with a conversation
Tell us how many users, sites and servers you have and which systems you run.
We reply within one working day.