Systems Technical Support and Helpdesk

With the aim of improving the capacity and resolute efficiency in the maintenance services of computer applications, big institutions which are providers of computer services outsource or complement this responsibility with other companies covering tasks such as support to final users, technical support and maintenance of applications in the corrective, preventive and adaptative environments.

Bilbomática stores up great experience in collaboration contracts for technical support of applications, and especially we can highlight the work which is being done at present for the Regional Government of Bizkaia, with more than 35 staff working under the Lots Collaborative Framework or Service Level Agreements (SLA/ ANS).

The experience of our Company in this field allows Bilbomática to manage a great amount of incidences, problems or changes requests. This involves more tan 45.000 annual hours devoted to maintenance.

In order to grant a better and more complete service by the companies which are hired under a collaboration method, Bilbomática has foreseen the evolution from this modality to Service Level Agreements (SLA/ ANS).

This approach of Service Level Agreements (SLA), with long hiring deadlines which allow a long term service and greater stability for the hired company, involves a greater autonomy and implication of the Services Company, as it focuses more deeply on the obtained results, leaving on one side the used resources to achieve these targets.

Additionally, Bilbomática undertakes a more direct responsibility in the offered work, as its service is less intermediated by the staff of the hiring Company. This allows a certain liberalisation of the customer’s own resources, increasing its development capacity to accomplish other projects.

Bilbomática has been awarded SLA agreements for the accomplishment of the service of Development and Maintenance of computer applications, which include tasks such as the fulfilment of Technical Designs, Developments, Unitary, Integrated and Acceptance Tests, Documentation and Production Deployments of the computer applications, together with Customer Service and Training of the users of these applications.