by Positive- Internal IT is constantly interrupted and cannot focus.
- It is unclear who owns more complex incidents.
- Maintenance depends on individuals rather than a system.
02 · An extension of your IT team
IT Care: Less firefighting. More time for development.
CoreTech takes over a clearly defined part of day-to-day IT work, structures escalation and brings in specialists when an issue exceeds internal operations.
Your team remains in control. CoreTech takes on the agreed workload.
Fewer routine interventionsClear escalation and ownershipVisible system status and priorities
WHEN THIS SERVICE MAKES SENSE
When daily support consumes time and ownership remains unclear.
- An agreed split between the internal team and CoreTech
- One flow for requests, priority and escalation
- Regular review of requests, recurring issues and recommendations
Before starting: We agree the users and systems in scope, support hours, priorities, SLA, access and responsibilities that remain internal.
Users, systems, service hours, request channels, priorities, monitoring and escalation within scope.
24/7 support, major projects, procurement and out-of-scope systems are not automatically included.
Contacts, required access, business priorities and available environment information.
WHAT YOU GET
One operating model for users, systems and escalation.
Service desk
One place to report, prioritise, track and close requests.
Monitoring and maintenance
Agreed systems are monitored, maintained and documented.
Advanced escalation
Infrastructure, cloud, backup and security specialists join when needed.
Reporting
A view of requests, risks, recommendations and upcoming improvements.
ENGAGEMENT MODELS
Choose the IT Care framework that is closest to your environment.
These are working frameworks, not a fixed proposal. Your team can update the exact inclusions, service hours and SLA after the environment review.
01Service scope02Support and escalation03Monitoring and reporting04Responsibilities and SLA
IT Care
Choose a framework and open the details. We confirm the exact scope after reviewing the environment with you.
Lite
Structured supportBEST FORA defined support scope for selected users and systems.
- One request channel
- Agreed ownership
- Basic service review
Additional scope
- Request intake, prioritisation and tracking
- Documentation of recurring interventions
- Escalation outside the initial scope by agreement
Pro
Extended IT teamBEST FORDaily support, monitoring and planned improvements delivered with your internal team.
- Broader service scope
- Monitoring and escalation
- Regular reporting
Additional scope
- Coordination with the internal IT team
- Preventive maintenance of agreed systems
- Improvement proposals based on service data
Ultra
Critical environmentBEST FORSeveral specialists cover demanding systems and connected technical areas.
- Advanced escalation
- Continuity and security
- Wider operating coverage
Additional scope
- Infrastructure, cloud, backup and security specialists
- Agreed procedures for critical incidents
- Periodic service and technical reviews
Enterprise
Tailored serviceBEST FORAn individual model for multiple sites, teams and different business-critical systems.
- Tailored SLA
- Multi-site coordination
- Management reporting
Additional scope
- Ownership defined by site and system
- Integration with internal processes and tools
- Service design confirmed after an environment review
HOW WE START
We introduce IT Care without interrupting current operations.
We map requests, divide responsibilities and establish a measurable service rhythm.
Understand the real environment
Users, locations, systems, roles and the biggest operational pressures.
Divide responsibilities
What remains with your team, what CoreTech takes over and when escalation starts.
Establish an operating rhythm
Priorities, SLA, reporting and continuous improvement.
IT CARE · INITIAL ASSESSMENT
Define support that gives the internal team room to focus.
Share the number of users, locations and systems creating the most operational pressure.
“The long-term partnership reduced the need to tie internal resources to IT infrastructure and made critical moments easier to manage.”
Romax Trade d.o.o. Novi SadIgor Kantar · Deputy Director
See comparable references →FREQUENTLY ASKED QUESTIONS
What to agree before IT Care begins.
01Does CoreTech replace our internal IT team?+
No. The most common model is to become an extension of the team and take over precisely agreed responsibilities.
02Can the scope change?+
Yes. Scope and SLA can adapt as users, systems, locations and priorities change.
03Can we start with a smaller scope?+
Yes. The initial conversation defines a realistic first scope without expanding the service unnecessarily.
04How is the service package selected?+
We use the user count, locations, systems, support hours, monitoring, escalation and required SLA to select the closest framework. The final scope is confirmed after reviewing the environment.
05Can the service start with a smaller scope?+
Yes. We can begin with the users, systems or locations creating the most pressure and expand after the operating model is proven.
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