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]() [Chat on WhatsApp]() [Request a proposal]() 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 Recurring issue ### Outdated inventory Changes executed without records compromise audits and make remote support harder.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 #### Design We map critical services, define SLAs by impact and build an assisted transition plan. - 2 #### Rollout Onboarding with process adjustments, a confirmed inventory and ticketing tool integrations. - 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 Primor Doces e Caramelos gained predictability Three blocks: starting point, what we executed, and the impact recorded. Education ### Primor Doces e Caramelos Initial challenge Analog infrastructure, outdated cameras and limited communication between production and administrative units. Solution implemented IT managed by ASSIST since 2017, with an expanded network, integrated IP telephony and centralized monitoring. Result Average response time under 30 minutes and 99.9% availability. [Read the full case study]() 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. [Compare plans and SLAs]() 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. [Ver serviço]() Services ### Information Security & Firewall Perimeter security and connectivity between sites with policies, VPN, segmentation, and redundancy aligned with business routines and risks. [Ver serviço]() 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. [Ver serviço]() Coverage ## Cities we serve Local pages with coverage, SLA and city-specific context. ### Santa Catarina - [Florianópolis]() - [São José]() - [Palhoça]() - [Biguaçu]() - [Tijucas]() - [Joinville]() - [Blumenau]() - [Itajaí]() - [Chapecó]() - [Balneário Camboriú]() - [Criciúma]() - [Jaraguá do Sul]() - [Brusque]() - [Lages]() - [Itapema]() - [Camboriú]() - [Tubarão]() ### Rio Grande do Sul - [Porto Alegre]() - [Canoas]() - [Gravataí]() - [Novo Hamburgo]() - [São Leopoldo]() - [Cachoeirinha]() - [Esteio]() - [Sapucaia do Sul]() - [Alvorada]() - [Viamão]() - [Guaíba]() - [Campo Bom]() - [Estância Velha]() - [Sapiranga]() ### Paraná - [Curitiba]() - [São José dos Pinhais]() - [Colombo]() - [Pinhais]() - [Araucária]() - [Campo Largo]() - [Almirante Tamandaré]() - [Fazenda Rio Grande]() - [Piraquara]() - [Quatro Barras]() 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. [Chat on WhatsApp]() [Request a proposal]()