---
title: "IT support for the Mittelstand — one named contact instead of a hold queue"
description: "IT support with a ticket portal, a fair-use limit and a named contact who knows your environment — as part of managed operations, not as a billable-hours business."
canonical: "https://corevatis-redesign.pages.dev/en/services/it-support/"
lang: en
schema_type: WebPage
---
# IT support for the Mittelstand — one named contact instead of a hold queue

IT support with a ticket portal, a fair-use limit and a named contact who knows your environment — as part of managed operations, not as a billable-hours business.

## The short version

- **What:** Support for your people: ticket portal, mail, phone — with a named contact who knows your environment.
- **For whom:** Companies without their own IT — or with an IT team that wants to hand over user support.
- **Model:** Part of tier Managed in the Managed Workplace: support included, with a fair-use limit written openly into the offer.
- **Result:** Requests land in one place, get handled traceably — and nobody explains their problem twice.

A good fit if:

- Support currently means: whoever shouts loudest gets served first
- Your people explain everything from scratch to each new technician
- You want to know what is open — not hope nothing was forgotten

What is IT support with us? Not what the term has often become: a hotline that counts tickets, and a rotating technician you explain everything to twice. Support with us means: your people have one place to turn to — and behind it someone who knows your environment, because they operate it.

## Why support without operations does not work

The classic IT support contract has a design flaw: the provider earns on the incident. The more breaks, the more hours. We build it the other way round: support is part of the [Managed Workplace](/en/services/managed-workplace) — the same operation that fixes the incident installed the updates and read the monitoring beforehand. Whoever owns the operations has a genuine interest in little breaking.

That is why we do not sell support as a standalone billable-hours business but as a tier: in **Managed**, incidents and small requests are included with a fair-use limit stated openly in the offer. In **Complete**, extended hours and on-site visits are added. And companies with their own IT do not need user support from us — they need tier **Base**, where we are their technical backstop.

## What you get

- **One channel for everything** — portal, mail or phone; everything lands in one place and leaves a trace.
- **A named contact** — no roulette over who picks up, no "please describe again" loops; backed by named partners on the same documentation.
- **Traceability** — every request has a status, a history and an outcome. You see what was reported, what was done and what it cost.
- **Knowledge that stays** — recurring problems get documented and fixed at the cause, not improvised anew each time.

## How is it billed?

Support is not its own invoice but a property of your tier in the [Managed Workplace](/en/services/managed-workplace): by effort at the contract rate in Base, included in Managed and Complete — with an open fair-use limit instead of "unlimited" with an asterisk. [The tiers in detail are on the packages page.](/en/packages)

## FAQ

**Is there IT support without managed operations?**
As a permanent arrangement, no — deliberately. Support without operations means fixing incidents in an environment we neither monitor nor maintain: slow, expensive, and the worse deal for you. For a transition period we will find a solution.

**What counts as an incident, what as a project?**
Incidents and small requests (under roughly half an hour) belong in the flat fee. Planned work with more scope — moves, migrations, rollouts — is a project with its own quote. The line is in the contract, not in anyone's discretion.

**Which response times apply?**
We agree them per tier in the offer — as a commitment we can keep, not a marketing number. With monitoring, we see many problems before anyone calls.

## Related topics

- [Managed Workplace — the operations behind the support](/en/services/managed-workplace)
- [Packages: tiers Base, Managed, Complete](/en/packages)
- [IT security — operations plus the right building blocks](/en/services/it-sicherheit)