24/7 on-call & support - Guarantee the continuity of your IT services

On-call services and 24/7 support meet two different needs.
On-call IT services involve putting a technician or engineer on call outside office hours. This person is available on call to intervene in the event of a critical incident likely to impact production or the availability of IT services. This is a planned form of availability, often suited to structures where out-of-hours incidents are rare but potentially disruptive.

24/7 support is based on a permanent operational presence. Our teams, based in France, ensure proactive monitoring and immediate intervention, day and night, including weekends and public holidays.
This system is recommended for mission-critical environments, multi-site companies or those operating across several time zones (Europe, Africa, North America), where service continuity cannot be interrupted.

On-call is a reactive solution (intervention on request), while 24/7 is a proactive solution (continuous monitoring and action). IT Systèmes can combine the two approaches according to your level of criticality and budgetary constraints.

Absolutely. Our on-call and 24/7 systems are designed for multi-site, international and triple 8 companies. 

Thanks to our bilingual teams and centralized supervision, we are able to ensure :

• simultaneous monitoring of several remote sites,
• coordination between local teams and the supervision center,
• management of priorities according to each subsidiary's business hours,
• communication in French or English, depending on the language spoken.

This approach guarantees global business continuity, with no break in support between international sites.
Our intelligent alert system takes into account time zones and criticality levels, automatically triggering interventions at the right moment.

HNO interventions mainly concern incidents with a high operational impact that require an immediate response to avoid loss of production, data or connectivity.
Among the most frequent cases:

• physical or virtual server failure,
• backup failure or storage saturation,
• network, Internet or VPN outage,
• critical application blocking (ERP, CRM, production tools),
• security equipment failure (firewall, router, Wi-Fi terminal),
• EDR/XDR alert or intrusion attempt detection,
• Azure AD synchronization failure or Cloud service unavailable.

Our engineers assess each alert according to its criticality.
If human intervention is required, it is triggered immediately: remotely in the majority of cases, or on-site for major incidents.
On-call duty is particularly useful for multi-site structures, as it ensures unified incident reporting and coordinated intervention even when users are spread over different territories.

Our HNO interventions meet the same quality standards as our business hours services.
Each incident follows a complete process: recording, qualification, diagnosis, resolution, validation and closure.
All access is secure, temporary and tracked: engineers use encrypted VPN connections and limited privilege accounts, in line with our internal Zero Trust policies.

Actions are logged in our centralized ticketing tool (with timestamp, logs and attachments).
At the end of the incident, a detailed report is sent to the customer, including causes, actions taken, response times and preventive recommendations.

Our HNO engineers undergo continuous training in cybersecurity, critical incident management and crisis communication.
This level of rigor enables us to ensure consistent service quality and impeccable security across all our HNO operations, whether local or international.

Yes, this hybrid approach is even one of the most effective for many companies.
It consists in setting up 24/7 automated supervision coupled with human on-call.
In this way, systems and infrastructures are constantly monitored by our tools, and only critical alerts requiring human action trigger the intervention of an on-call engineer.

This model is particularly recommended for :

• SMEs or ETIs looking for partial but proactive coverage,
• multi-site companies whose subsidiaries do not operate in the same time zone,
• structures that want to optimize costs while maintaining a high level of security and availability.

This combination offers an excellent balance between automation, responsiveness and budget control, while still benefiting from the human support of IT Systèmes when needed.

Delivery times are contractually agreed and depend on the level of service chosen.

• On-call call-outs take less than 15 minutes from the time the alert is received. Remote handling is usually completed within 30 minutes, and on-site intervention within four hours for critical cases.
• With 24/7 monitoring, detection is instantaneous and care begins immediately (5 to 15 minutes after the alert).

Timescales can be adjusted according to contractual scope, system criticality and business constraints.
We guarantee these commitments in SLAs (Service Level Agreements), backed up by monthly reporting and continuous improvement plans.

Our HNO and 24/7 systems integrate seamlessly with our outsourcing and supervision services.
The same tools, indicators and processes are used:

• centralized in our ticketing platform,
• supervision integrated into our monitoring dashboard,
• escalation management with support and infrastructure teams,
• seamless communication between Help Desk, SOC and Cloud.

This integration ensures total continuity between services.
When an incident is detected out of hours, the HNO technician immediately has access to the history of the workstation or server concerned, previous tickets and technical configurations.
This considerably reduces diagnosis time and ensures faster, more reliable resolution.

The benefits are many and varied: technical, organizational and strategic:

• Maximum availability of IT systems, 24/7.
• Drastically reduce service interruptions, even outside business hours.
• Enhanced security thanks to constant monitoring and immediate reaction to threats.
• Fluid bilingual communication for international companies (French/English).
• Local support from France, RGPD-compliant and without offshore outsourcing.
• Consistent responsiveness across all sites, regardless of time zone.
• Comprehensive reporting for total traceability and visibility.
• Contractual flexibility: choose between on-call, 24/7 or mixed models to suit your needs.
• Reduced stress and internal costs associated with emergency management.

In short, IT Systèmes' HNO guarantees total availability, continuous security and complete peace of mind, even when your in-house teams are out of action.