The people who answer are the people who built it.
Support isn't a separate department: it's the final phase of one and the same job. When something happens, the people looking after you are the team that designed and implemented your infrastructure — and they know it by heart.
The people who support it are the people who built it.
At elstir, support is neither outsourced nor set apart in a separate department. It is the natural continuation of the same job: the team that audits, designs and implements your infrastructure is the one that then watches over it, maintains it and responds when something happens.
That continuity has a practical consequence. When you write to us, you don't explain your architecture from scratch to someone seeing it for the first time: you talk to the people who built it and know where to look. It's the phase that never ends — what our methodology calls ongoing governance.
A support model, not a switchboard.
Proactive monitoring
We watch hardware, network and services continuously. Many incidents are detected and fixed before they ever affect you.
A single point of contact
The same people who know your infrastructure because they built it. No scripts, no tiers, no telling your story over and over again.
Every interruption, coordinated
No maintenance window lands by surprise: we agree with you when it happens, so it falls when it affects your activity the least.
Incident response
When something happens, you are looked after by someone who understands your environment first time. The response doesn't start with getting to know you.
Ongoing governance
Updates, verified backups and evolution of the platform as your business grows. Support is the extension of having built it.
Transparency during incidents
We communicate the real scope of what is happening, without playing it down or dramatising it. Trust is also built on the bad days.
Support that doesn't leave you stranded.
Most support problems aren't technical: they're problems with the model. A contact who doesn't know your environment takes longer to understand it than to fix it. We start from the opposite side.
The usual An external call centre that has never once seen your network.
With elstir The same team that designed and implemented your infrastructure.
The usual A ticket that falls into a black hole and bounces between tiers.
With elstir A single point of contact who knows your environment by heart.
The usual Repeating your problem from scratch at every escalation.
With elstir One single conversation with the person who can fix it.
The usual Finding out about an interruption once it has already stopped your business.
With elstir Every maintenance window, agreed with you beforehand.
One single channel, direct.
info@elstir.comThe technical team, during working hours. Not a generic inbox or a script: someone who can understand your situation first time.
We don't publish response times or availability figures here as a selling point. We agree them in writing, based on your actual operations. House doctrine: nothing is claimed, everything is demonstrated.
If something feels slow, run the diagnostics of your connection and write to us with the numbers you get: it speeds up the incident. You can also see how we work or go straight to contact.
Shall we talk about your infrastructure?
An initial audit with no obligation. Tailored solutions, with a single point of contact who knows your business.