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ASSIST Tecnologia – managed IT infrastructure and monitoring
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Ongoing support

IT support without friction

A NOC based on the Santa Catarina coast with a multichannel service desk, on-site visits and executive governance to keep every business unit available.

Best-fit industries
  • Education
  • Hospitality
  • Healthcare
  • Corporate
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Critical MTTR

≤ 4h

Average time recorded for firewall and connectivity incidents.

User satisfaction

94%

Consolidated NPS across supported operations over the last 6 months.

Automated tickets

+120

Tickets handled through scripts and integrations every month.

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.

Recurring issue

Critical tickets left waiting

Firewall, Wi-Fi and academic system tickets stall without clear SLAs or an escalation path.

Recurring issue

Outdated inventory

Changes executed without records compromise audits and make remote support harder.

Recurring issue

Limited visibility into availability

Leadership gets no reliable indicators to guide investment decisions and prioritize improvements.

Turning strategy into outcomes

What changes in the first quarter

Governance, metrics, and processes designed so your operation doesn't fall back.

ASSIST delivery

MTTR guaranteed by contract

Critical incidents get a response within 4 hours, with on-call coverage and direct escalation to the NOC.

ASSIST delivery

A standardized multichannel desk

Portal, phone and corporate WhatsApp with ITIL categorization and proactive communication with users.

ASSIST delivery

Recurring executive governance

Quarterly meetings cover SLAs, ticket trends and a tactical roadmap of improvements.

Execution

Deliverables that leave the slide deck

Documentation, spares, integrations, and governance delivered with the project.

Core deliverables

  • 01

    Remote desk with ITIL categorization

    Ticket logging, triage and follow-up with impact and urgency matrices.

  • 02

    On-call rotations and on-site visits

    Certified field technicians for critical incidents and coordination with strategic vendors.

  • 03

    Living documentation of every environment

    Diagrams, procedures, rotated credentials and a versioned change history.

  • 04

    Continuity and backup plan

    Restore tests and contingency scripts audited on a recurring schedule.

ASSIST differentiators

  • A NOC based in Florianópolis

    Close to units along the Santa Catarina coast, with nationwide support in Portuguese, English and Spanish.

  • Business-oriented playbooks

    Runbooks tuned for school, hotel and corporate routines, with clear mitigation actions.

  • Governance with real indicators

    Dashboards, financial reports and recommendations translated for non-technical decision makers.

Stages

Assessment, project, rollout, and continuous support

Every phase is documented, audited, and connected to ASSIST monitoring.

  1. 1

    Design

    We map critical services, define SLAs by impact and build an assisted transition plan.

  2. 2

    Rollout

    Onboarding with process adjustments, a confirmed inventory and ticketing tool integrations.

  3. 3

    Monitoring and support

    A 24/7 NOC operating with prioritized alarms, recurring meetings and a continuous optimization roadmap.

An operation without bottlenecks

The engagement starts with a complete inventory, an impact-versus-urgency matrix and SLA alignment with leadership. The desk then receives category-specific scripts, automates triage and keeps users actively informed about every incident.

Constant executive visibility

Monthly reports deliver financial indicators, availability per business unit and prioritized recommendations, so leadership can make investment decisions based on data and anticipate operational risks.

We integrate this support with Zabbix + Grafana monitoring for real-time alerts and with GoToConnect VoIP telephony when the operation needs unified customer service.

Quick case

How Rede de Escolas Horizonte gained predictability

Three blocks: starting point, what we executed, and the impact recorded.

Education

Rede de Escolas Horizonte

Initial challenge

Unstable Wi-Fi and academic systems were generating 180 tickets a month.

Solution implemented
A multichannel desk, standardized MikroTik firewalls and scheduled visits for critical incidents.
Result
62% fewer critical incidents, with SLAs met for three consecutive quarters.

FAQ

Frequently asked questions

Is support available outside business hours?+

Yes. We set up dedicated on-call rotations for critical incidents, with escalations capped at a 4-hour response time.

Can we keep part of the team in-house?+

We work in a co-managed model: we take over the NOC, monitoring and documentation while your internal team focuses on strategic projects.

Which tools do you use?+

Our own portal, integrations via email or API, corporate WhatsApp and versioned documentation in a secure repository.

Combine com

Outros serviços que se complementam

Frentes que costumam funcionar bem junto deste serviço para resultados consistentes.

Services

24×7 Monitoring & NOC

Observability with alerts, dashboards, and operational response to cut downtime and anticipate failures across network and servers.

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Services

Information Security & Firewall

Perimeter security and connectivity between sites with policies, VPN, segmentation, and redundancy aligned with business routines and risks.

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Services

Network Deployment & Corporate Wi-Fi

Design and deployment of wired networks and corporate Wi-Fi with site surveys, documentation, and delivery ready to operate.

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Coverage

Cities we serve

Local pages with coverage, SLA and city-specific context.

Next step

Let's design coverage for your operation

We align SLAs, governance and regional logistics in a NOC-led assessment.

Send a short briefing and get the next steps within 48 business hours.

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