Onboarding
Systems inventory, access rights and current contracts: the starting point before touching anything.
SS-10 · Recurring operational IT
Outsourced helpdesk
Outsourced helpdesk service for companies that do not want to build an in-house IT team but need more than a generic provider: fixed monthly fee and response in under 20 minutes during business hours.
There is a company size — typically between 25 and 150 people — where relying on a single in-house IT manager is a bad idea: they cannot cover every discipline (systems, support, security, development) and become a human bottleneck. Building a full department, on the other hand, costs more than what needs solving day to day.
The outsourced helpdesk fills that gap. It is not a generic provider billing by the hour, nor a full-time in-house department: it is a fixed team, with access to your systems, that responds when something breaks and keeps what already works running.
The service covers five areas: user support through the agreed channel, ERP and platform maintenance, basic security for endpoints and servers, small enhancements to what you already have, and technical representation with your external suppliers (telephony, connectivity, third-party software).
It fits SMEs of 25 to 150 people with an operational dependence on their systems: if the ERP goes down, operations stop. It does not fit sole traders or micro-businesses with a single person occasionally using a computer, nor organisations that already have a properly sized IT department and only need an occasional tool.
The fee is fixed and monthly, not billed by the hour: the cost is predictable from one month to the next and does not penalise a month that needs more work than usual — a supplier incident, a migration. First response arrives in under 20 minutes during business hours.
The minimum commitment is 12 months. Below that, the onboarding — inventorying systems, access rights and contracts — outweighs the service delivered.
When an incident falls outside the helpdesk's scope — a connectivity provider failure, a limitation of the ERP itself — it is logged all the same and followed up with the responsible third party, so you are not left to manage it.
Each incident is classified by priority according to its business impact, not by order of arrival:
PriorityIncident type1st responseResolution
P1< 15 min< 4h
Critical service outage
Production stopped, impact on end users.
P2< 30 min< 8h
Significant degradation
Service operating with serious limitations.
P3< 2h< 24h
Operational incident
User affected but a workaround is available.
P4< 8h< 5 days
Request or improvement
Does not block operations. Minor enhancement.
The Outsourced IT process.
The process · four stagesBefore the first response there is a short kickoff: existing systems and access are reviewed, the contact channel is agreed, and the P1–P4 priorities are set with the client. From then on, the signed SLA starts counting.
Helpdesk
User support through the defined channel, with ticketing and the P1–P4 priorities already agreed.
Maintenance
ERP, infrastructure, basic endpoint security and small enhancements to what you already have.
Coordination
Your single point of contact with external suppliers: telephony, connectivity, third-party software.
What is included
What Outsourced IT includes.
The operational detail: what we deliver as part of the engagement and what we keep active afterwards, month after month, without you having to remember it.
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User helpdesk
First response < 20 min through the agreed channel (ticket, email or phone). Every incident is logged with its P1–P4 priority.
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ERP maintenance
Updates, configuration and functional support for the ERP and platform you already use, without migrating systems.
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Basic cybersecurity
Antivirus, patching, access management and periodic backups. No 24×7 monitoring and no in-house SOC: serious incidents are escalated according to the P1–P4 priority.
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Minor developments
Small changes included in the monthly fee; if they grow into a project, they are quoted separately.
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Supplier coordination
Software, telephony, connectivity. Your single point of contact with each external supplier.
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Documented SLA
8×5 or 24×7 as required, with the times from the priority table documented in the contract.
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Backups
Periodic backups of critical systems, with checks that they restore and not just that they run.
What's not included
What the fee does not cover.
To keep the cost predictable, the scope is bounded from the start, not as problems come up. This is what falls outside it and is quoted separately:
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Hardware and licences
Equipment, software licences or data lines are quoted separately; they are not part of the monthly fee.
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24×7 security monitoring
There is no in-house security operations centre (SOC) monitoring in real time; incidents are handled according to the documented P1–P4 priority.
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Large development or migration projects
If the need grows into a project — an ERP migration, a custom development — it is opened separately, coordinated with the rest of the Summum sistemas cluster.
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Commitments under 12 months
The service is designed to run continuously, not for a one-off incident or a few loose months.
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Formal staff training
It does not replace certified training for the client's team; if needed, that is arranged separately.
Summum cluster
How it intersects with related services.
Outsourced IT is the fixed fee: the day-to-day helpdesk, maintenance and basic security. When something grows into a project, the Summum sistemas cluster absorbs it without changing your point of contact.
Frequently asked questions about Outsourced IT.
Target company size?
25–150 people with operational dependence on IT.
Does it replace an in-house team?
It complements. If you have an in-house team, we are their support team.
Minimum commitment?
12 months. Less than that is not worthwhile.
What if I need extra hours occasionally?
It is handled as an enhancement or a separate project, coordinated with the rest of the Summum sistemas cluster; the fee covers the recurring volume, not large spikes of work.
What contact channel do I get?
Whichever is agreed during onboarding: ticketing portal, email or phone. Every incident is logged with its P1–P4 priority.
Does it include 24×7 security monitoring?
No. Basic security covers antivirus, patching, access management and backups; there is no in-house SOC monitoring in real time.
Can I cancel before 12 months?
The minimum commitment is 12 months; before that, the kickoff (inventory, access, setting priorities) outweighs the service delivered.
Is the service remote or on-site too?
Mostly remote; when physical intervention is needed, it is coordinated from Valladolid or Las Palmas de Gran Canaria.
How is the fee billed?
By monthly direct debit, with an ordinary or electronic invoice depending on what you already use.
Do I need to change ERP to hire the service?
No. The helpdesk adapts to the ERP and platform you already use; it does not require migrating to another system.