How an engagement with us works.
The path from first conversation to routine operation, the two ways we charge, how the service desk prioritises, what a monthly report contains, how we secure our own work — and what happens if you leave.
First conversation day 1
Thirty minutes by video call. You describe the business and the problem; we say whether and how we can help, and what the next step would cost.
Assessment weeks 1–3
Access to the relevant accounts and systems; an inventory; a written picture of risks and options with effort estimates. A fixed fee, credited against what follows.
Proposal week 3–4
Scope, deliverables, service levels, price and timeline in writing. You sign off; nothing starts before.
Delivery weeks to months
Migrations, software, campaigns or infrastructure built and tested; demos or check-ins every two weeks; changes to scope estimated and agreed as they arise.
Operation monthly
Service desk, monitoring, patching, backups, campaigns — as routine, with a monthly report and a quarterly planning call.
Managed services retainer
For ongoing work: managed IT, cloud and hosting, security, backups, marketing, maintenance and further development. One fixed monthly amount, sized to the scope — per user, per environment or per number of days — with thirty days’ notice either way.
Fixed-price project
For an assessment, a specification, a website, a migration or a piece of software. One price agreed in writing against a written scope, with milestones you sign off. Changes are estimated and agreed before they are made.
Pass-through at cost
Cloud, hosting, licences and advertising budgets are paid by you or passed through at cost, with the invoices visible. We do not earn on infrastructure or media.
No set-up fees, no minimum terms after month three
Onboarding is part of the first months’ retainer or of the project. After the first three months, retainers run month to month.
| Priority | Definition | Target response business hours | Target update |
|---|---|---|---|
| P1 — Critical | A system the business depends on is down for everyone: e-mail, shop, portal, production server, internet access. | 1 hour | Every hour until resolved |
| P2 — High | Significant function unavailable or degraded for several people, or a security incident suspected. | 4 hours | Daily |
| P3 — Normal | One person affected, or a workaround exists. | Next business day | On change |
| P4 — Planned | Requests, changes and improvements without time pressure. | Scheduled with you | Per plan |
Business hours are Monday to Friday, 9:00–18:00 CET, excluding Austrian public holidays. Monitoring runs around the clock. On-call cover outside business hours for critical systems is available by arrangement and is written into the contract with its own targets.
- For managed IT: tickets opened and closed, response times, changes made, devices and accounts added or removed, open risks, planned work.
- For cloud and hosting: uptime, incidents and their causes, patches applied, backups verified, capacity, cost against budget.
- For security: alerts and how they were handled, patch status, vulnerability-scan results, open findings, access reviews.
- For software projects: progress against milestones, what was demonstrated, what changed in scope, what comes next.
- For marketing: spend, results against targets, what was changed and why, next steps.
- For everything: what we recommend and what it would cost — so decisions can be made once a quarter, not in a crisis.
Named accounts, MFA, least privilege
Every person works through a named account with multi-factor authentication and only the rights their task requires. Shared administrator logins are not used.
Access you can see and revoke
Our access is granted by you, listed in the documentation and can be revoked at any time. Offboarding of our own staff removes their access the same day.
Secrets handled properly
Credentials live in a password manager with access logs, never in e-mail or documents. Keys and certificates are rotated on a schedule.
Changes announced and reversible
Changes to production systems are announced, made in maintenance windows where possible, logged and reversible. Anything significant gets a written post-mortem.
Confidentiality and data protection
Confidentiality and processor agreements are part of every contract. We process personal data only as instructed and only in the EU.
The same standards we sell
Our own systems run under the same controls we implement for clients: MFA, EDR, tested backups, patching, logging.
- Accounts and tenants for Microsoft 365, Google Workspace, cloud providers, domains, hosting and advertising are registered to your company.
- Source code and infrastructure code live in repositories in your name.
- Documentation is kept current throughout the engagement and handed over on request at any time.
- Notice is thirty days either way for retainers; projects end with their acceptance.
- Hand-over to your team or a successor is included: a hand-over session, access transfer and a final report.
- Data we hold about your environment is deleted after hand-over, except what the law requires us to keep.
Start with a thirty-minute conversation.
Tell us about the business and what should work better. We reply within one business day to arrange it — free and without obligation.