At DPro, our maintenance and technical support service is designed to guarantee operational continuity and optimal performance of your technological systems, providing constant and proactive attention to solve any inconvenience quickly and efficiently. We focus on keeping your IT infrastructure up to date, optimized and protected from potential threats, ensuring that you can focus on your key business activities without worrying about technology management.

What is Maintenance and Technical Support?

Technical maintenance refers to a set of activities that seek to maintain and optimize computer equipment, servers, networks and systems in their ideal operating state. This includes the realization of updates, the repair of failures and the replacement of obsolete equipment, all with the aim of ensuring a constant and efficient operation of the company's technological systems.

Technical support is the service offered to companies to solve hardware, software or network problems. Through remote, telephone or face-to-face assistance, technical support solves the incidents that users or systems may experience. In addition, good technical support also includes the ability to anticipate potential problems through proactive monitoring and preventive management.

How do we perform Maintenance and Technical Support in DPro?

At DPro, our methodology for offering maintenance and technical support services is focused on a preventive and proactive approach. We know that IT issues can cause major disruptions to the workflow, so we seek to anticipate any inconvenience before it becomes a serious problem. To do this, we work closely with our customers to thoroughly understand their technological needs and provide a service that not only solves problems when they arise, but also prevents future incidents.

Preventive and Corrective Maintenance

Our preventive maintenance includes a series of periodic and scheduled activities that allow us to identify and solve possible failures before they affect the performance of the system. This includes:

• Hardware verification: Periodic inspection and testing of hardware equipment (servers, workstations, network devices) to ensure that they work properly.

• Software update: Installation of security patches and software updates to keep systems protected and functional.

• Review of networks and connections: Constant monitoring of networks to detect possible bottlenecks or weaknesses that may impact the speed and reliability of the connections.

Corrective maintenance, on the other hand, is carried out when a computer, system or network has failures that require intervention. Our team acts quickly to restore normal system operation, minimizing downtime.

24/7 Proactive Monitoring

At DPro, we offer continuous monitoring of your systems and networks to detect any irregularity early. We use advanced monitoring tools that allow you to detect and notify any problem related to connectivity, performance, security and operation of the systems. This includes:

• Server performance monitoring: We analyze the use of CPU, memory, storage space and the general state of the servers to detect possible problems.

• Network security review: We monitor firewalls, VPN networks and network access points to identify security threats in real time.

• Automatic alerts: We configure automatic alerts to notify technical support teams about any abnormality or failure in the system.

This proactive approach significantly reduces unexpected downtime, optimizing the operational efficiency of the company.

Remote and On-Site Support

We provide both remote and on-site technical support, depending on what best suits the situation. In the case of remote support, our team of technicians uses specialized tools to access and diagnose the systems remotely, without the need to move physically. This allows us to solve problems quickly, regardless of the customer's location.

When the problem cannot be solved remotely, we offer face-to-face support, going to the company's facilities to make repairs or more complex configurations that require direct intervention in the equipment.

Incident Management and Ticketing

All problems or incidents are managed through a ticketing system, which allows our customers to report any problem or request for technical support. This system ensures that each incident is documented, prioritized and resolved in an orderly and efficient manner. In addition, it provides constant monitoring, ensuring that the client is informed of the status of the incident and its resolution.

IT Infrastructure Optimization

Part of our service includes the optimization of IT infrastructures to ensure that the systems are as efficient and cost-effective as possible. This implies:

Resource review: We evaluate if current technological resources (servers, storage, network) are being used efficiently or if it is necessary to make adjustments.

Infrastructure improvements: We propose and implement infrastructure improvements, such as server virtualization, network reconfiguration or storage capacity expansion.

Custom Support Plans

We offer personalized support plans that fit the needs and budget of each client. These plans include everything from basic support to advanced services with a focus on high availability and continuous monitoring of all critical systems. Plans include different levels of service (SLA), guaranteed response times and 24/7 coverage, depending on customer requirements.

Technologies and Methodologies Used

We use cutting-edge tools and technologies to offer efficient and fast support. Among the technologies we use for the monitoring and maintenance of the IT infrastructure are industry-leading solutions such as SolarWinds, Nagios, Zabbix, Datadog and ticket management platforms such as Zendesk and Freshservice.

Our work methodology is based on ITIL best practices, which allows us to manage incidents and services efficiently and in an orderly manner. With this methodology, each support request is classified, prioritized and managed following established processes, guaranteeing fast response times and effective resolutions.

Benefits of DPro Maintenance and Technical Support

1. Downtime Reduction: By having a preventive and proactive approach, we minimize interruptions in your operations.

2. Improved Security: Thanks to constant updates and monitoring, your systems are protected against cyber threats.

3. Cost Optimization: We improve the efficiency of systems, which translates into lower operating costs and higher performance.

4. 24/7 support: Constant availability to resolve any incident or doubt at any time.

5. Scalability: We offer support for systems that grow along with your business, adapting to changing needs.

Conclusion

Maintenance and technical support is not just a reactive function, but an integral part of the strategy to ensure the continued success of your IT infrastructure. At DPro, we are committed to operational excellence, using a preventive approach and advanced technologies to keep your systems secure, updated and optimized.

With our high-quality technical support, your company can focus on what it does best, while we take care of ensuring that your technological infrastructure is always running at its maximum potential.