What are NetWind Support Services?

NetWind Support Services provide structured support packages that can include 24/7 service desk coverage, proactive monitoring, request management (MACs) and reporting to reduce downtime and improve service quality.

Is the service desk available 24/7?

Yes. The service desk can be available 24/7 to oversee incidents, coordinate resolution and provide structured communication based on the agreed support tiers and escalation paths.

What is included in proactive monitoring?

Proactive monitoring includes health checks, alerting and escalation workflows designed to identify and resolve issues early, improving stability and reducing unplanned downtime.

What does request management (MACs) mean?

MACs stands for Moves, Adds and Changes. Request management provides reliable oversight of change requests, scheduling, documentation and closure reporting, including server and network repair coordination.

How do we start a support package with NetWind?

To start, contact NetWind with your technologies, locations and coverage requirements. We define scope, tiers, SLAs, escalation paths and reporting cadence, then onboard your environment.

Support Services (24/7)

Centralised support that reduces complexity

Managing technology—new or existing—can be expensive, time-consuming and inconsistent when support varies across hardware, vendors, locations and contractual coverage. With NetWind support packages, your organisation benefits from skilled, centralised contract maintenance services designed to keep operations stable and predictable.

What you gain

Consistent support processes and clear escalation paths
Faster response and resolution with measurable KPIs
Improved visibility through reporting and continuous improvement

Support performance reporting with KPIs, response times and service insights

End-to-end services that streamline technology maintenance and management

Monitoring

Proactive monitoring services keep your operations running smoothly. Analysts tackle and resolve problems before you’re aware they exist—reducing downtime and improving stability.

Health checks and alerting
Trend visibility and proactive actions
Escalation and incident coordination

Service Desk

First-to-know and available to help 24/7, our technical team of analysts protects—and revitalises—your brand image by overseeing incidents and coordinating resolution. Choose the right tiers for your environment.

Tiered support (Tier 1 / Tier 2 / escalation)
Incident handling and structured communication
Clear ownership and resolution tracking

Request Management

Reliable oversight of MAC requests (Moves, Adds and Changes), as well as server and network repair—so changes are controlled, documented and delivered consistently.

Change requests and scheduling
Server and network repair coordination
Documentation and closure reporting

Support packages with defined SLAs escalation paths and service governance

Standardised Support Packages

Build the right support model for your environment—aligned to your technologies, locations and operational priorities, with clear SLAs and reporting cadence.

Defined scope, SLAs and escalation paths
Operational reporting and KPI reviews
Continuous improvement recommendations

How we work

1. Onboard

Define scope, coverage, contacts, escalation and success metrics.

2. Monitor & support

Proactive monitoring, incident handling and request fulfilment.

3. Report

KPIs, trends and service insights for clear visibility.

4. Improve

Recommendations and optimisations based on data and outcomes.

Need consistent support across your technologies?

Contact NetWind to define the right support package, tiers and reporting cadence for your organisation.

Contact NetWind Request a Call Back

[email protected] | +30 211 0011070 / +30 211 0011071

Support Services