User support service

Key words for user support service

• One contact point for the user in all IT technical matters

• Recording of all the contacts and operations in a centralised register

• Communication with third parties (Internet, accounting software, production software partners)

• Administration and support for the operation system installed in the workstations (Mac, Linux, Windows)

• Installation of security patches for Windows in centralised manner (operation system updates, security updates, virus protection update)

• Installation and support of consumer software used by the client (Smart-ID, Java, Adobe)

• Installation, administration and support of Microsoft Office software (Word, Excel, Outlook, PowerPoint, Teams)

• Support for Office365 web services (Exchange online, OWA, SharePoint online, OneDrive for Business)

• Management (creation, removal, configuration) of Office 365/Microsoft 365 users, groups, lists. 

• Instruction on the use and setup of smart devices (MS Office: Outlook, Word, Excel, Teams; FortiToken; MS Authenticator; DigiDoc)

• Keeping an inventory of IT equipment with centralised management

• Organisation of printer maintenance

• VPN support set up in computers

• Organisation of exchange of equipment under warranty

• Installation and setup of new or exchanged computer equipment (1 to 2 sets per month)

• Moving of the administered computers and other IT equipment from one location to another (1 to 2 sets per month)

• Advising the users on better use of computing equipment

• Centralised renewal and administration of workstations

• On-site support if it is not possible to solve the problem by remote administration

• Remote administration and instructing of users through the Teamviewer solution

• Phone consultation

• Disposal and utilisation of old equipment

In addition to user support, we offer the following to the contact persons and/or management of a company:

• IT development suggestions as required, but not less frequently than once a year

• Regular meetings where we look through the content of user contacts and user feedback to the service

• Customer account manager

• Microsoft licensing consultation 

Primend ensures a response to a fault message during working hours according to the following categories:

• Within 2 hours if at least one business critical service operating on the device of the user is not functioning

• Within 4 hours if at least one service operating on the device of the user is not functioning

• Within 8 hours if the workstation or another not business critical service is not functioning

• Within 24 hours if there is a matter related to user which does not require immediate response

Pricing of the service