SLA and availability
We agree response times, priorities and a clear escalation path for requests.
Managed IT support for businesses
Ongoing IT care. Clear rules. Predictable cost.
Hourly plans combine business IT helpdesk with server, Microsoft 365 and network administration, security and technology planning. You pay for team availability and a clear pool of work - without the cost of a full-time hire.
Predictable billing
A defined pool of hours, transparent work logs and a monthly usage summary.
Responsible IT handover
Before support begins, we understand the environment, agree ownership boundaries and define a secure access handover.
Helpdesk and users
We handle day-to-day requests and support users in their daily work.
Network, Wi-Fi and VPN
We administer agreed elements of the local network and remote access.
Servers and databases
We perform agreed administrative work on servers and databases.
Microsoft 365 and cloud
We support accounts, licences, email and agreed cloud services.
Security and backup
We help maintain safeguards, updates and the agreed backup scope.
Client Portal and work history
Requests, messages and completed work records remain in one place.
Monthly plans
Choose the right support scale, not a list of restrictions.
Prices are monthly net amounts. We confirm the final scope after a short environment review.
Sigma Start
For micro businesses and small offices
1,090PLN
net / month
- 5 hours included
- SLA: within 8 business hours
- Remote and phone helpdesk
- Network, Wi-Fi and VPN administration
- Servers and databases
- Business services and applications
- Arrangements through support channels
- Protected Client Portal
Sigma Business
For businesses needing regular support
1,940PLN
net / month
- 10 hours included
- SLA: within 4 business hours
- Remote and phone helpdesk
- Network, Wi-Fi and VPN administration
- Servers and databases
- Business services and applications
- Arrangements through support channels
- Protected Client Portal
Sigma Pro
For growing IT environments
3,490PLN
net / month
- 20 hours included
- SLA: within 2 business hours
- Remote and phone helpdesk
- Network, Wi-Fi and VPN administration
- Servers and databases
- Business services and applications
- Arrangements through support channels
- Protected Client Portal
Sigma Partner
For businesses requiring high availability
6,490PLN
net / month
- 40 hours included
- SLA: within 1 hour for critical incidents
- Remote and phone helpdesk
- Network, Wi-Fi and VPN administration
- Servers and databases
- Business services and applications
- Summary report on request
- Protected Client Portal
The hour pool covers not only helpdesk, but also administration of the agreed environment. This includes, among other things, networks, servers, databases and services — within the agreement, hour pool and applicable SLA. Operational correspondence is handled through agreed channels. An individual summary report of completed work is prepared on request exclusively for the Sigma Partner plan.
Starting the partnership
We understand the environment before taking responsibility.
The process follows the actual condition of the IT environment. We do not ask for unrestricted access before the objective, boundaries and safe working method are agreed.
- 01
Understand the situation
We establish user, system and location counts, current issues, risks and availability requirements.
- 02
Scope and ownership
We confirm the plan, hour pool, SLA, support channels, exclusions and decision makers.
- 03
Secure start
Access is transferred through an agreed method, permissions are limited to the minimum required and support starts in stages.
- 04
Support and billing
Each matter can receive a ticket number, communication history and work log visible in the Client Portal.
SLA without ambiguity
Response time means technical work has started.
An automated ticket receipt is not an SLA response. A response occurs when a technician starts diagnosis, contacts the customer for required information or takes the appropriate technical action.
When timing starts
From registration of a complete request through an agreed channel, during the service hours defined in the agreement.
What is measured
Initial response, workaround restoration and final resolution are separate metrics. The agreement states which of them apply.
How priority is set
By business impact and the number of affected users, not solely by the urgency selected by the requester.
What the agreement confirms
Service hours, contact channels, priorities, timing, escalation path, ownership and exceptions.
Typically included
Day-to-day helpdesk, administration of the covered environment, accounts and permissions, routine changes and backup supervision — within the hour pool and agreement.
Usually quoted separately
New deployments and major migrations, hardware and licences, infrastructure expansion, advanced audits, project work and activity outside the agreed hours or location.
Times displayed with the plans are indicative. The binding priority matrix and SLA parameters are defined in the individual proposal and agreement after the environment and availability requirements are understood.
Included in the plan
Day-to-day support and an organised environment.
- Remote employee helpdesk
- Workstation and printer support
- Microsoft 365 and email administration
- System and application updates
- Core network, Wi-Fi and VPN administration
- Backup supervision
- Account and permission management
- Day-to-day arrangements through agreed channels
- Hardware and licensing advice
- Work summary on request exclusively in Sigma Partner
Costs under control
Additional work starts only after agreement.
Your plan remains the basis of the service. If a task exceeds its scope or hour pool, we explain the reason, estimated time and cost before work begins.
Work beyond the hour pool
- Helpdesk and administration
- 200 PLN net / hour
- Servers and security
- 250 PLN net / hour
This is the base rate for standard services provided to clients without a package. The rate follows the actual nature of the task, not the ticket title.
Work at non-standard times
- Outside standard business hours
- ×1,5
- At night, 10:00 p.m.-6:00 a.m.
- ×2
- On statutory public holidays
- ×3
The multiplier applies to the relevant service rate. If periods overlap, only the single highest multiplier is used.
Travel and external costs
- Travel outside the agreed area
- 1.15 PLN net / km
Travel is calculated both ways. The rate applies to passenger cars above 900 cm³. Hardware, licences, cloud services, implementations and advanced audits are quoted separately.
Standard business days and hours: Monday-Friday, 8:00 a.m.-4:00 p.m., excluding statutory public holidays in Poland.
Questions before you start
Managed IT support without ambiguity.
We explain support channels, billing, SLA, the Client Portal and environment handover. Company-specific details are confirmed in the individual proposal and agreement.
What happens to unused support hours?+
The treatment of unused hours is defined in the individual proposal and agreement. Before work begins, we state clearly whether unused time carries forward or expires; we do not assume one rule for every environment and plan.
How can an issue be reported?+
Requests can be submitted through the protected Client Portal and agreed channels such as email or phone. A request received outside the portal can be registered as a ticket on the client’s behalf so that its reference number, communication history and work log are preserved.
What does the SLA response time mean?+
It means that diagnosis has begun, we have contacted the client for missing information or an appropriate technical action has started — not that an automated receipt was sent. Exact parameters follow the incident priority and agreement.
When is work charged outside the plan?+
When it exceeds the hour pool or agreed scope, forms a separate project, involves hardware or licences, or is performed outside agreed hours or locations. Planned additional work is confirmed in advance; urgent actions follow the agreement.
What can the client see in the Client Portal?+
Depending on the agreed scope and user role: tickets, messages, work logs, documents, billing and other enabled modules. Access is activated after the agreement is concluded and the account is configured.
How do you take over an environment from a previous provider?+
We first establish its condition, risks, availability requirements and ownership. We then agree the scope, transfer access securely and start support. Where the handover is comprehensive or the current state requires deeper verification, the audit and documentation are quoted according to the actual scope.
Not sure which plan fits?