Managed Service Plans
The IT that only puts out fires never has time to think about where the company is going, and that is exactly what decides the future of the business.
Many companies reach a point where IT keeps the lights on but lives in reactive mode: no priority when everything is urgent at once, no one to go on-site when remote does not solve it, and no one planning the next equipment refresh, the budget, the compliance, the next project. The technology the entire business depends on is steered in the dark. What is missing is not one more ticket answered. It is the IT support resolved end to end, with priority, presence and planning.
Dedicated IT Care brings every level of support together in one place: from first-line user support to the deep specialist, with a priority start within 2 business hours.
It adds what no other plan brings: on-site presence when remote is not enough, and the technology planning of people thinking about where it is going.
It includes everything in the Essential and Advanced plans, over an environment Zamak keeps healthy proactively, which is what makes unlimited attendance sustainable.
The support of your technology resolved end to end: every level, priority in the critical hour, presence when remote is not enough, and the planning of where the technology is going.
Where reactive IT stalls the company
The problem is not a lack of people. It is an IT that only reacts, with no priority, no presence and no direction.
See the moments when an IT stuck in reactive mode costs the business dearly: not for ill will, but for having no one to respond first in the critical hour, no one to show up on-site and no one to think the future of the technology, over an environment kept healthy.
IT spends the day putting out fires and never gets to think about where it is going.
When each day is just reacting to whatever comes up, IT keeps the company running but never evolves. No one standardizes, no one plans, no one asks what the technology should be solving a year from now. The company grows, and IT falls behind, always chasing today's problem. The cost is not just the fire: it is everything that could have been built and never was.
When everything is urgent at once, nothing has priority.
A critical system goes down in the middle of billing, and the ticket enters the same queue as the trivial request. Without a commitment to a fast, priority start, the outage that costs dearly waits the same time as everything else. In a company that depends on technology to sell and operate, every hour down has a price, and not having priority at the right moment is what turns an incident into real loss.
The problem remote cannot solve, and there is no one to go on-site.
A machine that will not turn on, a new piece of equipment to install, a network point to run, a room to set up. Some things are only solved with someone present, and when your attendance is remote only, that problem sits there waiting. The company improvises, calls a one-off technician who does not know the environment, or simply lives with what does not work. Presence, when needed, is not a luxury: it is what unblocks what remote cannot reach.
No one thinks the future of IT: the next refresh, the budget, the compliance.
Equipment ages with no refresh plan, and the failure arrives by surprise. The IT budget is decided in a panic, with no one to say what is coming. The compliance a client or an audit will demand is prepared by no one. Decisions that cost dearly and define the company's direction are made with no one who understands technology at the table. Lacking this direction is lacking the helm of what depends most on technology.
A project that decides the next step stalls because there is no one to lead it.
Replacing a system, standardizing the machines, organizing the structure to grow, preparing the company for a new operation. These are the projects that move the business forward, and they are exactly the ones the day-to-day team, busy keeping everything standing, never has the breath to lead. The project sits in the drawer for years, and the company stays stuck with what it has, because no one with depth and time took the lead.
None of these moments is a lack of good will. They all come from the same gap: a complete support, with priority in the critical hour, physical presence when needed and the planning of someone who thinks the future, over an environment kept healthy, for a predictable monthly fee. That is exactly what Dedicated IT Care places at the front of your technology.
What the plan is
It is not one more level of attendance. It is the most complete support for your IT, with priority and presence.
Dedicated IT Care is the top of the service plans. It includes everything in the Essential and Advanced plans and adds the three that were missing: the coverage of every level of support, from first-line user support to the deep specialist; the fastest priority start of all, guaranteed within 2 business hours and with a preferential queue; and on-site presence when remote is not enough, plus the technology planning of people thinking about where it is going. It is the most complete support for your IT, in one place.
Every level of support, from first-line support to the deep specialist
Here Zamak covers every level of support: first-line user support, which takes and resolves the day-to-day request; engineering, which configures and handles the medium-complexity case; and the deep specialist, for the big case. End to end, with no gaps between who attends and who resolves, and with no dependence on a single person.
A priority start within 2 hours, and presence when needed
This is the fastest plan: the start of attendance is guaranteed within 2 business hours and with a preferential queue, for when the outage costs dearly and cannot wait. And when the problem is not solved remotely, on-site presence steps in: installing and formatting machines, relocating equipment, handling what is only solved on location. Attendance is unlimited in hours, so you do not count minutes when you need it most. Priority and presence, the two things missing when everything is urgent.
The direction of someone thinking about where your IT is going
It is what sets the Dedicated apart from all the others: beyond resolving, someone thinks the future of your technology. Continuous evaluation of improvements, an IT master plan with a schedule and investments, periodic executive reviews with your managers, planning of the next equipment refresh and the budget, and reports ready for the compliance a client or an audit demands. IT stops being only reaction and gains a helm. Deep migration projects and formal governance programs are scoped apart, and the Dedicated opens the door to them.
This is the third and most complete step of the service plans: it includes everything in the Essential and the Advanced and adds the coverage of every level, the priority, the presence and the planning. It is different from co-managed platform access, where your own team operates the console: here, the support is delivered end to end by Zamak.
What is included
Everything in the previous plans, plus the coverage of every level, the priority, the presence and the planning
On one side, what this plan adds to the Advanced: the coverage of every level of support, the fastest priority start of all, on-site attendance and the technology planning, on top of the deep specialist, the day-to-day engineering and the unlimited hours that already come from the previous steps. On the other, the foundation that makes that support sustainable: the environment operated and protected proactively, which the plan requires. The two parts go together, for a predictable monthly fee.
What the Dedicated adds
The coverage of every level, the priority, the presence and the planning, on top of everything the Essential and the Advanced already deliver.
- Zamak covers every level of support, from first-line user support to the deep specialist
- A priority start guaranteed within 2 business hours, with a preferential queue for the outage that cannot wait
- On-site attendance when remote is not enough: installation, formatting and relocation of machines and equipment on location
- Strategic direction: an IT master plan, periodic executive reviews, equipment refresh and budget planning, and compliance reports
- Everything the Essential and Advanced plans already deliver: the day-to-day engineering, the deep specialist, unlimited hours and professional ticket management
The foundation the plan requires, and why
The proactively managed environment that makes unlimited attendance sustainable.
- The plan requires your environment to be under proactive operation and protection, the managed IT foundation
- It is this foundation that keeps incidents low and, for that reason, makes unlimited attendance hours viable
- Over it, every level of attendance steps in for what your company needs, with no charge per hour
- A predictable monthly fee, sized by device type: servers, workstations, firewalls, Microsoft 365 and other network devices
- A single point of contact at Zamak, managerial reports and technology planning
Inside the plan
How Dedicated IT Care works, on the inside
For those who want the detail: this is how the attendance is structured, measured and sustained.
Every level of attendance, without jargon
Attendance is organized in levels: first-line user support (who takes and resolves the day-to-day request), engineering (which configures and handles the medium-complexity case) and the deep specialist (the most advanced level, for the big case). In the Dedicated, Zamak covers all three, end to end, with no gap between the levels.
Priority start (SLA) within 2 business hours
SLA is the committed deadline for attendance to begin, counted in business hours. This is the fastest plan: the start is guaranteed within 2 business hours, with a preferential queue over the other plans. It is the deadline to start, not to resolve, which varies with the complexity of the case, but your company goes to the front when the outage costs dearly and time counts. It is the shortest clock Zamak offers.
Unlimited attendance hours, by scope
Within the contracted scope, attendance has no ceiling of hours: you do not count minutes or get a new bill with each ticket. The scope is sized by device type, and the unlimited applies to attendance, including on-site within scope. Deep migration projects and formal governance and compliance programs are scoped apart, clearly in the proposal, so there is no grey area between what is included and what is a project.
The presence and the strategy, in detail
It is what this plan adds to the previous step. On one side, physical presence: installing, formatting and relocating machines and equipment, handling what is only solved on location. On the other, strategic direction: an IT master plan with a schedule and investments, periodic executive reviews with managers, continuous evaluation of improvements, planning of the equipment refresh and the budget, and reports ready for compliance. It is the IT that resolves today and still plans tomorrow.
Over a proactively managed foundation
The plan stands on the managed operation of the environment, which monitors health, applies updates, automates routines and keeps the inventory, and on the protection that watches over security. This foundation works around the clock so that incidents are few. It is the condition that makes unlimited attendance hours viable, and that is why it is a requirement of the plan, contracted as the managed services that sustain the environment.
Honest scope
It is important to be clear: the Dedicated is the most complete IT support, with remote and on-site attendance, priority and technology planning. What is scoped apart are the very deep migration projects and the formal governance and information-security programs, which become dedicated work with their own scope. The Dedicated opens the door to those paths and leads them, but they do not enter diluted into the unlimited. The promise is clear: the most complete support, without promising what falls outside the scope.
Attendance is conducted on infrastructure certified to SOC 2 and ISO 27001, compliant with HIPAA and PCI-DSS, and every ticket stays recorded, with a trail and a managerial report.
The environment's monitoring and automation run around the clock, every day; the human attendance, at every level, is during business hours, with a guaranteed priority start within 2 business hours and physical presence when remote is not enough.
Take this documentation to present to decision-makers.
The three plans, side by side
Co-Managed Essential, Advanced or Dedicated IT Care
The plans form a cumulative ladder: each one includes the previous and adds more. All three have unlimited attendance hours and require the proactively managed environment; what changes is the depth of attendance and the speed of the guaranteed start. This is not a comparison against a vendor, but among Zamak's three plans. The highlighted column is this plan.
Who attends behind your team
Co-Managed Essential
The deep specialist, the most advanced engineering, for what your team escalates
Co-Managed Advanced
Adds the day-to-day engineering, which steps in before escalating to the deep specialist
Dedicated IT Care · This plan
Adds first-line user support and on-site attendance
Guaranteed start of attendance (SLA)
Co-Managed Essential
Within 8 business hours
Co-Managed Advanced
Within 5 business hours
Dedicated IT Care · This plan
Within 2 business hours, with priority
Attendance in hours
Co-Managed Essential
Unlimited, without counting minutes
Co-Managed Advanced
Unlimited, without counting minutes
Dedicated IT Care · This plan
Unlimited, without counting minutes
Over a proactively managed environment
Co-Managed Essential
Plan requirement: proactive operation and protection of the environment
Co-Managed Advanced
Plan requirement
Dedicated IT Care · This plan
Plan requirement
Strategic consulting, on-site and projects
Co-Managed Essential
Backline and guidance to your team
Co-Managed Advanced
Backline and guidance to your team
Dedicated IT Care · This plan
Included: strategic consulting, on-site attendance and projects
Who it is for
Co-Managed Essential
You already have an IT team, with first-line and engineering
Co-Managed Advanced
You have a technician organizing IT and need more day-to-day support
Dedicated IT Care · This plan
You want priority and consulting, even already having a team
The three plans are cumulative and require the proactively managed environment; the choice is by how much of the attendance your company already covers internally and by how fast you need the guaranteed start. All are Zamak's, sized by device type.
Risk, impact and response
For every cost of reactive IT, the response of the most complete plan
A critical system goes down, and every hour stopped costs the operation dearly
The ticket enters the common queue and the outage drags on with no deadline
How the Dedicated responds
A priority start guaranteed within 2 business hours, with a preferential queue and every level of support on hand
A problem is only solved on-site, and attendance is remote only
The company improvises with a one-off technician who does not know the environment
How the Dedicated responds
Physical presence included in the plan, with people who already know and maintain your environment
No one plans the equipment refresh, the budget or the compliance
Failures arrive by surprise and IT decisions are made in the dark
How the Dedicated responds
Strategic direction: a master plan, executive reviews, refresh planning, budget and compliance
A project that moves the company forward never gets off the ground
The day-to-day team has no breath to lead, and the project sits in the drawer
How the Dedicated responds
Zamak leads the project with depth and time; the deepest are scoped apart
Every level of support, the priority start, the presence and the planning, brought together in one plan.
For every decision maker
What this plan means for whoever decides
The most complete IT support, with priority, presence and planning, solves a different pain for each role.
Owner and founder
IT stops being a worry and starts pushing the company forward
Your company depends on technology to sell, operate and grow, but IT lives chasing the problem and no one thinks the future. The Dedicated brings the most complete support, with priority in the critical hour, presence when needed and a planning that handles the refresh, the budget and the compliance. You reduce the risk of depending on one person, gain cost predictability and free your mind for the business, with the calm of knowing the technology has a plan.
Executives and management
The coverage of an IT department, with priority and reports
You get the coverage of an IT department, from user support to technology planning, for a predictable cost. The priority start within 2 business hours and the physical presence solve what stalls the operation, and the periodic executive reviews bring to your table what is happening and what is coming, in business language. The cost becomes a predictable line, and IT now has a plan, not just a ticket queue.
Internal IT technician and leader
You move from putting out fires to leading the strategy, with Zamak holding the rest
If you lead IT from the inside, the Dedicated takes off your plate the volume that consumes the day: first-line, engineering and the deep specialist become Zamak's, with priority and presence. You gain time and partnership for what really matters, thinking the future of the company's technology, leading the projects and bringing the strategy to the executives, with a technical partner of depth at your side. You move up from chasing the problem to deciding the direction.
IT partner
Offer a complete dedicated service, with Zamak as the engineering behind the scenes
Offer your clients a complete dedicated service end to end, with every level, priority, presence and technology planning, over an environment kept healthy. Zamak stays behind the scenes as the engineering and the structure; the relationship with the client stays yours.
Why Zamak
The complete support of people who operate, protect and plan technology every day
Zamak Technologies takes on the support of your technology end to end: user support, engineering, the deep specialist, on-site presence and technology planning, over an environment it keeps healthy proactively. It is the same engineering and the same experience that sustain the IT operation of many companies, now at the front of your technology, with priority, presence and a plan, for a predictable monthly fee.
It is years of experience caring for and planning companies' IT, with specialists who serve in Portuguese, English and Spanish. It is the complete support of your technology and a single point of contact.
Microsoft Solutions Partner · Addee (N-able) Elite Group · Great Place to Work
Attendance conducted on infrastructure certified to SOC 2 and ISO 27001, compliant with HIPAA and PCI-DSS.
Frequently asked questions
What companies ask before signing up
See also Co-Managed Essential Plan · Co-Managed Advanced Plan · Co-managed platform access · Managed operation of your environment
Let us talk
Get the most complete support for your IT, with priority and presence
Your company depends on technology for everything, but IT cannot live only reacting to whatever comes up. Dedicated IT Care covers every level, responds first in the critical hour, goes on-site when needed and plans where your technology is going, over an environment kept healthy. Talk to Zamak for a predictable monthly fee, sized for your environment.
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Specifications
| Device type | Servers (physical and virtual), Workstations, Firewalls, Microsoft 365, Other network devices |