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Assessment
We review users, sites, critical systems, networks, servers, Microsoft 365, suppliers and risks. We establish business priorities and the current support model.
Comprehensive IT services
Business IT support
We handle day-to-day user support and administration of servers, networks and Microsoft 365. We combine ongoing administration with backup, monitoring and IT security. We can take on selected tasks or a broader service scope, with agreed responsibilities, reports and a plan for changes.
Trusted by
Companies and institutions that need stable IT.
Support suited to your business
We help companies without an IT department and teams facing too many tickets, new sites or audit requirements. Our scope combines user support, infrastructure operations, security and technical advice. An initial inventory helps determine whether we take on selected services, work alongside internal IT or assume broader responsibility, including supplier coordination. We work with organisations in Krakow, Lesser Poland and across Poland. The scope can also include ongoing administration of virtualisation.
Day-to-day IT support
Each area has its own scope. A shared service model brings together tickets, responsibilities and knowledge of your environment.
IT helpdesk
First- and second-line support (L1/L2) for accounts, hardware, Microsoft 365 and VPN. We agree priorities, escalations, contact channels, a knowledge base and communication with users. The scope of first-line (L1) and any second-line (L2) support is confirmed in the agreement.Systems administration
Linux, Windows Server, Active Directory, accounts and permissions, updates, backup and critical services. We document systems and completed changes.Network administration
LAN, Wi-Fi, switches, separate virtual networks (VLANs), firewalls and VPN. We maintain access rules, segmentation, monitoring and configuration backups within the agreed scope.IT outsourcing
Ongoing support for selected areas or a broader scope: users, administration, suppliers, documentation and development planning. The contract defines Virtline's and your company's roles.ISO 27001 in IT operations
We document access control, backup, incident handling and changes so that completed work, exceptions and decisions can be reviewed. Virtline holds a PN-EN ISO/IEC 27001:2023-08 certificate issued by TÜV NORD. It covers Virtline's own management system, not certification or automatic compliance of the client.
View Virtline's certificateIT support handover process
Five stages preserve knowledge of the environment and distinguish ongoing operations from new projects.
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Service catalogue
We define what we support or escalate, support hours, priorities and agreed service levels (SLA). We agree change procedures and decisions requiring client approval.
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Access handover
We organise administrator accounts, remote tools, documentation, emergency contacts and configuration backups. Access is handed over according to agreed responsibilities.
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Stabilisation
We launch support channels and monitoring within the agreed scope. We make initial improvements, prioritise incidents and keep users informed.
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Report and plan
We present the state of the environment, risks, costs and tasks with dates and owners. We separate ongoing administration from recommended implementation projects.
Practical scope
What your company receives
Documentation and reports should show completed work, unresolved issues and decisions needed for further action.
A register of systems, servers, services, accounts, licences, suppliers and configurations. A map of dependencies identifies service owners and decision-makers.
A monthly summary of tickets, outages, response times, SLA breaches and escalations, as agreed in the contract. It covers causes of recurring problems, risks and recommendations.
Changes with an owner, completion date, risk, rollback plan and acceptance evidence. Reviews cover the agreed scope of backups, monitoring, administrator accounts, licences and security controls.
Priorities for stabilisation, security, automation, costs and infrastructure development, with dates and owners. Quarterly plan reviews and management recommendations are agreed as part of the service model.
Service terms and boundaries
We can combine a monthly retainer with separately priced projects, or ongoing support for critical services with an allocation of hours for development and non-standard tasks. SLA scope, support hours and response times are agreed in the contract. Automated monitoring does not mean round-the-clock staffing to respond to alerts. Pricing depends on users, servers, sites, support hours and security scope. A single contact point does not transfer every business decision or another supplier's responsibilities to Virtline. Reports and documentation can support NIS2, DORA, KSB 315, ISO 27001 and supplier audits, but do not guarantee an audit outcome or uninterrupted operation.
Other services and projects
Ongoing support may identify a need for a separate implementation, review or audit. These activities retain their own scopes.
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IT implementation
Projects involving servers, networks, Microsoft 365, backup, firewalls, monitoring and virtualisation. Implementation has its own scope and price; subsequent operation must be agreed.
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IT monitoring
Automated alerts for servers, networks, critical services and infrastructure availability. We agree who receives alerts and when they take action.
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Backup and recovery
Backups, restore tests and business continuity procedures. We agree acceptable data loss and recovery time (RPO/RTO).
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Microsoft 365
Email, Teams, SharePoint, OneDrive, licences, user accounts and collaboration support. The scope includes agreed administration and account protection.
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Cybersecurity
Device protection and threat response (EDR), multi-factor authentication (MFA), updates, remote access and incident procedures as an agreed part of ongoing operations.
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NIS2 audit
A separate assessment of gaps and requirements. Access, backup, monitoring and responsibility records from day-to-day operations can provide audit evidence.
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KSB 315 audit
IT analysis for the financial statement audit. Records of systems, access, changes, backups and business dependencies support the statutory auditor's work.
Related topics and information
Questions about IT support
Do we have to hand over all IT support?
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No. We can take on selected areas, relieve your internal team or cover a broader scope. After an inventory, we agree the service catalogue, responsibilities, access and cooperation with existing suppliers.
How do you combine ongoing support with projects?
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The retainer covers agreed operations and reporting. Implementations arising from an audit, outage, business change or development plan are priced separately. A hybrid model can combine ongoing support for critical services with an allocation of hours for development work.
Does support cover security and companies outside Krakow?
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Yes. The scope can combine helpdesk and administration with MFA, EDR, backup, monitoring and security reviews. We carry out most tasks remotely for businesses across Poland. Visits and maintenance windows are planned for tasks requiring on-site presence.
What determines price and response time?
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User, server and site numbers, service criticality, support hours and security scope. Priorities, response times, escalations and reporting are written into the contract. Monitoring can run automatically; this does not mean every offer includes round-the-clock staffing.
Define your IT service scope
Tell us your user and site numbers, current support model, recurring outages and security requirements. We will prepare a support scope, proposed SLA and handover plan with initial stabilisation actions.
Discuss your IT support