IT support with no helpdesk in between.

You report a fault by emailing support@jevana.systems or by phone. Say what is not working, for which colleague or on which device, and since when. A photo or screenshot of the error message often saves a whole round of questions. If the whole office is affected, call: it is faster than typing and we can look in straight away.

That is fixed in your contract and depends on how serious the fault is. An office that has come to a standstill goes before a question about a new user. We do not state response times in minutes or hours on the website, because they differ per client and we only promise what is on paper. In office hours you get a person.

As a rule, contact runs through your organisation's contact person. They know the situation, stop three colleagues reporting the same fault and know what has been agreed. If you want staff to reach us themselves during a fault, that can be an agreement in the contract. We are not a helpline for everyday use of software.

Explaining how to use programs, such as formulas in Excel or the layout of a document, falls outside support. The same goes for equipment and software we do not manage, unless that has been agreed. If a fault comes from another supplier's system, we find out where it sits and contact that party.

We would rather not. Support on an environment we do not manage means working out how everything fits together at every fault, and that costs you time and money. That is why support comes with a management agreement. If you first want to know what runs at your organisation and where the risks are, an inventory is the first step.