Support & troubleshooting
Professional IT support for your business
Agencei IT support takes care of the day-to-day running of your applications and servers: receiving incidents, diagnosing them, fixing them and following up until they are resolved. You get a named technical contact who can work on your code as well as your infrastructure.
This service is aimed at SMEs, startups and SaaS companies that have no in-house technical team, or whose team is too busy to absorb everyday requests. It covers custom business applications as well as WordPress sites, PrestaShop stores and production APIs.
The problem we solve is simple: when something breaks, nobody knows who to call or how long it will take. We formalise response and resolution time commitments matched to the severity of each incident, with a single contact channel, a tracking tool and a history you can consult at any time.
When do we step in?
No in-house technical team
Your business relies on digital tools, but nobody in the company can read an error log, restart a service or judge how serious an alert is. Support becomes your outsourced IT department.
Original provider no longer reachable
The agency or freelancer who built your application no longer answers, or has stopped doing maintenance. We take over the scope, with or without documentation, after an onboarding phase.
Recurring production incidents
The same kind of failure comes back every week: a service goes down, scheduled jobs fail, queues fill up. Support handles the emergency, then addresses the root cause so the incident does not return.
Internal team overloaded
Your developers spend their time answering user requests and no longer make progress on projects. We absorb level 1 and level 2 support to give them development time back.
Need for formal commitments
A customer, a tender or your management requires written response times. We contract realistic service levels that are measured and tracked in a periodic report.
How we work
- 1
Getting to know your environment
Inventory of applications, servers, cloud accounts, domain names, databases and access. Review of existing documentation, verification of backups and of any monitoring already in place.
- 2
Defining scope and commitments
Incident classification by severity (blocking, major, minor, request), target response and resolution times for each level, covered hours and a single contact channel.
- 3
Setting up tracking tools
Opening a ticketing tool, configuring monitoring (availability, resources, certificates) and application error tracking with Sentry or an equivalent, so that we are alerted before your users are.
- 4
Handling incidents and requests
Each ticket is qualified, diagnosed from logs, metrics and traces, then fixed while respecting your deployment process (staging, review, production release). You are kept informed at every stage.
- 5
Post-incident analysis
For major incidents, we write a factual report: timeline, root cause, corrective actions and preventive measures. This is what prevents you from living through the same outage again.
- 6
Periodic service review
Regular activity report: ticket volume, adherence to deadlines, recurring incidents, technical debt identified and prioritised improvement recommendations.
Technologies we use
- Sentry
- Grafana and Prometheus
- Uptime Kuma
- AWS CloudWatch
- Linux (Debian, Ubuntu)
- Nginx and Apache
- Docker
- PostgreSQL and MySQL
- Redis
- GitLab and GitHub
- Jira and Linear
- Slack and email
Related expertise
Why choose Agencei?
Developers, not just technicians
Our support is provided by engineers who write code every day. When an incident comes from the code, we fix it ourselves instead of referring you to a third party.
Written, measured commitments
Response and resolution times are defined contractually by severity level, then tracked in a report you receive regularly.
A broad scope
Web and mobile applications, APIs, WordPress or PrestaShop sites, Linux servers, Docker containers, AWS accounts: we cover the whole chain, which avoids providers passing responsibility to each other.
Documentation that stays with you
Procedures, access, architecture diagrams and incident reports are kept up to date in your own workspace. If you ever change provider, you do not start from scratch.
In brief
- What is this service?
- Agencei IT support is a technical assistance service for businesses that handles incidents and requests on applications, websites, APIs and servers. It includes diagnosis, fixes, monitoring and documented follow-up.
- Who is it for?
- It is aimed at SMEs, startups and SaaS companies without an in-house technical team, or whose team is overloaded, as well as companies whose original provider no longer offers follow-up.
- What problem does it solve?
- When an incident occurs, nobody knows who to contact, how long the outage will last or whether it will happen again. The service provides a single contact, committed response times and resolution of root causes.
- How long does it usually take?
- Setup usually takes a few days to a few weeks depending on the size of the environment. The service then runs continuously, as a monthly subscription or as one-off interventions.
- What factors influence the price?
- The price depends on the number of applications and servers covered, the volume of included hours, the hours covered (business hours or on-call) and the contracted response times.
- How does the engagement run?
- Environment inventory, definition of severity levels and commitments, setup of ticket tracking and monitoring, incident handling with post-incident analysis, then periodic review.
- What are the risks?
- Without structured support, incidents last longer, fixes are made in a hurry without testing and the same outages come back. Poorly scoped support can also promise unrealistic response times.
- What alternatives exist?
- Hiring an in-house administrator or developer, relying on your hosting provider's support (limited to infrastructure), or taking a maintenance-only contract if incidents are rare.
Frequently asked questions
What is the difference between IT support and IT maintenance?
Support responds to incidents and user requests as they happen: something does not work, we fix it. Maintenance is planned work to prevent that from happening: updates, backups, monitoring, improvements. The two are complementary and are often bundled in the same contract.
Do you offer SLA-style commitments?
Yes. Together we define target response and resolution times by severity level, as well as the hours covered. These commitments are written into the contract and measured in the periodic report. We only promise what we can deliver given your environment.
Do you work on code you did not write?
That is the most common case. We start with an onboarding phase: reading the code, setting up a test environment, checking backups. After that, we work on it as on our own projects, with review and regression tests before every production release.
Does support also cover servers and cloud?
Yes. The scope includes Linux servers, containers, AWS or other hosting accounts, databases and domain names. We monitor disk space, certificates, load and availability, and we intervene in case of failure.
How is the work billed?
Depending on your needs: a monthly plan with an included volume of hours, or per-intervention billing for occasional needs. The price depends on the number of applications and servers covered, the hours covered and the response times requested. We send you a quote after the initial inventory.
Is support available outside business hours?
Standard support covers business hours. Extended on-call coverage can be set up for blocking incidents on critical platforms, with conditions defined in the contract. We discuss it based on the real impact of downtime on your business.
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