≤ 4h
Average time recorded for firewall and connectivity incidents.
Managed support
Frictionless managed IT support
NOC on Brazil's southern coast with a multichannel desk, on-site specialists, and executive governance so every unit stays available.
Best-fit industries
- Education
- Hospitality
- Healthcare
- Corporate
94%
Aggregate NPS for the operations we support in the last six months.
+120
Requests handled monthly via scripts and integrations.
When we're called in
Signs it's time to revisit your support coverage
These scenarios help us demonstrate the SLA, governance, and user experience gains we deliver.
Critical tickets without fast response
Firewall, Wi-Fi, and academic-system incidents stall because there is no SLA or clear escalation.
Out-of-date inventory
Untracked changes compromise audits and make remote support harder.
Limited visibility
Leadership lacks reliable indicators to decide investments and prioritise improvements.
Turning strategy into outcomes
What changes in the first quarter
Governance, metrics, and processes designed so your operation doesn't fall back.
Contractual MTTR
Critical incidents receive a response within 4h with dedicated on-call engineers and direct escalation to the NOC.
Standardised multichannel desk
Portal, phone, and corporate WhatsApp with ITIL categorisation and proactive communication to users.
Executive governance
Quarterly sessions deliver SLA performance, ticket trends, and a tactical improvement roadmap.
Execution
Deliverables that leave the slide deck
Documentation, spares, integrations, and governance delivered with the project.
Core deliverables
- 01
Remote desk with ITIL categorisation
Logging, triage, and follow-up with impact/urgency matrices.
- 02
On-call and on-site visits
Certified technicians in the field for critical incidents and supplier coordination.
- 03
Living documentation
Diagrams, procedures, rotated credentials, and versioned change history.
- 04
Continuity and backup plan
Restoration tests and contingency scripts audited on a regular basis.
ASSIST differentiators
-
NOC based in Florianópolis
Close to coastal units in Santa Catarina with nationwide support in Portuguese, English, and Spanish.
-
Business-oriented playbooks
Runbooks adapted to school, hospitality, and corporate routines with clear mitigation steps.
-
Governance backed by real metrics
Dashboards, financial reports, and recommendations translated for non-technical executives.
Stages
Assessment, project, rollout, and continuous support
Every phase is documented, audited, and connected to ASSIST monitoring.
- 1
Project
We map critical services, define SLA per impact, and design an assisted transition plan.
- 2
Rollout
Onboarding with process adjustments, confirmed inventory, and tool integrations.
- 3
Monitoring & support
24/7 NOC with prioritised alerts, periodic reviews, and continuous optimisation roadmap.
Operations without bottlenecks We start with a complete inventory, impact versus urgency matrix, and SLA alignment with leadership. The desk receives category-specific scripts, automates triage, and keeps users informed about every incident.
Constant executive visibility Monthly reports deliver financial indicators, availability per site, and prioritised recommendations so directors can invest based on data and anticipate operational risks.
Quick case
How Horizonte School Network gained predictability
Three blocks: starting point, what we executed, and the impact recorded.
Education
Horizonte School Network
Initial challengeWi-Fi and academic systems were unstable, generating 180 incidents per month.
- Solution implemented
- Multichannel desk, standardised MikroTik firewall policies, and scheduled field visits for critical issues.
- Result
- 62% reduction in critical incidents and SLA met for three consecutive quarters.
FAQ
Frequently asked questions
Does support run outside business hours? +
Yes. We define dedicated on-call shifts for critical incidents with a maximum four-hour escalation window.
Can you operate alongside our internal team? +
We work in a co-managed model, owning the NOC, monitoring, and documentation while the internal team focuses on strategic projects.
Which tools do you use? +
Our own portal, e-mail/API integrations, corporate WhatsApp, and versioned documentation in a secure repository.
Next step
Make IT support a competitive asset
Combine support, networking, and documentation in a single contract with indicators for leadership.