24x7x365 Managed Service Desk for Businesses

A Service Desk contracted by companies and organisations, with 24x7x365 coverage and a contractual SLA.

Service Desk and IT support for businesses under a contract with SLA: incident management and support for the client's infrastructure and staff, remotely and on site. B2B service only: we do not provide support to consumers.

System availability and incident response capability are essential to the continuity of an organisation's operations. Overwan provides technical support services for infrastructure, systems and users, ensuring the logging, tracking and resolution of incidents and assistance requests through structured Service Desk processes. The service may include 24x7x365 coverage, remote and on-site assistance, escalation mechanisms and contractually defined service levels, allowing the support model to be tailored to the criticality of the systems and the operational needs of each client. This service is intended exclusively for companies and public bodies and is provided under contract. We do not support consumers or home equipment, and we are not the official support service of any manufacturer.

Incident management for business clients

We support the staff, equipment and information systems of our business clients, remotely or at their premises, according to the nature of the incident and the scope of the contract. We ensure the logging, classification, tracking and routing of support requests, using technical escalation mechanisms whenever necessary. Service availability, service hours and response times are defined according to the contracted model.

Support contracts and service levels

We offer contracted support models, with coverage and conditions tailored to the operational needs of each organisation. Contracts may include recurring assistance, support for systems and infrastructure, operational monitoring and service levels (SLAs) defined according to the criticality and requirements of the client. Service delivery is monitored through intervention logs, performance indicators and periodic reports, in accordance with the agreed conditions.

Hour banks for businesses

For companies that do not need a continuous contract, we offer contracted hour banks, suited to specific support and maintenance needs of their infrastructure. The hours can be used for incident resolution, staff support, maintenance interventions or other previously agreed activities. Terms of use, validity, service hours and travel are set out in the commercial proposal and in the contract.

Highlights

• 24x7x365 coverage for contracted clients
• Service Desk and incident management (ITIL processes)
• Remote and on-site intervention at the client company
• Support for the company's infrastructure, networks and staff
• SLA and response times set out in the contract
• Ticket logging, tracking and monthly reports

Industries where we apply it

• Industry
• Hospitality and food service
• Aviation
• Banking & insurance
• Healthcare
• Logistics & transport
• Retail & distribution
• Professional services
• Real estate & construction
• Public sector
• Education
• Energy & utilities

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Frequently asked questions

How long does 24x7x365 Technical Support take to implement?

It depends on scope, but most 24x7x365 Technical Support engagements kick off within 2 to 4 weeks of signing. We run discovery, design and a phased rollout plan to minimize risk and operational impact.

How is 24x7x365 Technical Support priced?

Either fixed-price (turnkey project) or subscription/OPEX (monthly). After discovery we send a detailed proposal with scope, deliverables, SLAs and team — no hidden fees.

What SLAs do you offer for 24x7x365 Technical Support?

Response SLAs from 15 minutes for critical incidents (P1), with 24x7x365 coverage where applicable. We report auditable monthly metrics: availability, MTTR, SLA compliance and business KPIs.

Do you work with our existing infrastructure and vendors?

Yes. We work with the infrastructure the company already has, from several manufacturers, and reuse existing investments whenever it makes sense. We are not the manufacturer or its official support service: we act as the company's IT partner, under contract.

How do you ensure security and compliance (NIS2, GDPR, ISO 27001)?

We apply Zero Trust principles, encryption in transit and at rest, environment segregation and continuous auditing. Documentation aligned with NIS2, GDPR, ISO 27001 and DORA, with audit-ready reports.

How do we move forward?

Book a free discovery call. In 30-45 minutes we understand context, identify quick wins and send a proposal within 5 business days.