IT support
For SMEs, by an SME.
Responsive, structured, predictable.
A service desk run by experts. Guaranteed SLAs, an ITIL-based approach, and a billing model that fits how you work: time-and-materials or a fixed monthly fee.
ABAKUS IT-SOLUTIONS has been supporting SMEs with their IT support for over 30 years.
Choose comfort, rely on our expertise !
Guaranteed SLA ITIL approachTicketing & client portal 30+ years of experience
A central pillar of your IT infrastructure
IT support is the service behind every IT-related request from your team: a computer that won't start, a blocked access, a misbehaving printer, a question about a business tool… but also incident management, recurring problem resolution, and change requests.
Well-organised support means less time lost, less frustration, and a business that doesn't grind to a halt over every small technical hiccup.
At ABAKUS, we manage your support by phone, by email, and through a structured ticketing system: every request is logged, prioritised, and tracked through to resolution. After each intervention, a satisfaction survey lets you rate us and helps us keep improving.
ITIL management, adapted for SMEs
Our service desk is built on ITIL best practices, the international framework for IT service management, adapted to the reality of SMEs.
✓ Structured management of incidents and requests
✓ Full tracking and traceability
✓ Clear prioritisation based on business impact
✓ Continuous service improvement
A clear SLA for predictable support
Our Service Level Agreements set out response times, priority levels, and availability windows in black and white. No more guesswork, no more surprises.
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Guaranteed response time
Every ticket receives an acknowledgment and is picked up within the contractually defined timeframe.
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Impact-based prioritisation
Critical, high, normal, or low: incidents are classified according to their impact on your business.
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Tailored hours
Support available from 7.30am to 5.30pm, Monday to Friday. Extended hours available on request.
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Monthly reporting
Every month, a report details tickets handled, average response times, and SLA compliance.
Time-and-materials or fixed fee: the model that fits your reality
There's no one-size-fits-all model. The right choice depends on your team's size, how predictable your IT needs are, and your management style.
Time-and-materials support
You're billed based on the time our technicians actually spend. Ideal if your needs are occasional, variable, or hard to predict.
✓ No commitment to a set number of hours
✓ Billed for actual work performed
✓ Suited to one-off projects and activity spikes
✓ Support by phone, email, or on-site
✓ Same level of quality and traceability (ticketing, SLA)
Who is it for? SME with irregular IT needs, growing startups, or companies wanting to try our service before committing long-term.
Fixed monthly support
A fixed price per user, per month. You know exactly what you're paying, and your employees get support without counting tickets.
✓ Fixed, predictable monthly cost
✓ Unlimited support access during business hours
✓ Assessment of your current setup before go-live
✓ Clear contractual terms, no hidden surprises
✓ No more hidden costs from internal troubleshooting attempts
✓ Minimum 12-month commitment for a stable partnership
Who is it for? SMEs with 5 to 500 users looking to outsource their support, control their IT budget, and benefit from a structured, responsive service.
The hidden cost of “figuring it out” internally
When an employee spends 45 minutes trying to fix an IT issue alone before calling for help, that half hour doesn’t show up on any invoice, but it has a real cost to your productivity. A fixed plan removes that reflex: when something’s stuck, you call. Right away.
Our support packages.
Everything included, per user, per month.
Three progressive tiers, designed to match your size and your level of cybersecurity maturity. Every package includes unlimited support access.
Choose the monthly plan that fits your needs!
Level 1
Basic
The essential foundation for your service desk
Support & tracking
✓ Unlimited user support
Phone, email, ticketing; 7.30am to 5.30pm
✓ Monthly reporting
Summary of tickets, response times, trends
✓ Client portal
Track tickets and invoices online
✓ Guaranteed SLA
Contractual response times
Not included
– FIDO2 + Entra P1 authentication
– EDR anti-malware
– Patching & updates
– Infrastructure monitoring
– Microsoft 365 cloud backup
– Phishing awareness (PHISHED)
Level 2
Medium
Support & active security for a protected SME
Support & tracking
✓ Unlimited user support
Phone, email, ticketing; 7.30am to 5.30pm
✓ Monthly reporting
Summary of tickets, response times, trends
✓ Client portal & guaranteed SLA
Security & management
✓ FIDO2 + Entra P1 authentication
Phishing-resistant MFA + Microsoft 365 conditional access
✓ EDR anti-malware (ESET Elite)
Real-time behavioural detection, automatic containment
✓ Security patching & updates
Fixes proactively rolled out across all your devices
✓ Monitoring infrastructure
Continuous monitoring, proactive alerts, integrated SIEM
Not included
– Microsoft 365 cloud backup
– Phishing awareness (PHISHED)
Level 3
Full
Complete coverage: support, security, and resilience
Support & tracking
✓ Unlimited user support
Phone, email, ticketing; 7.30am to 5.30pm
✓ Monthly reporting + client portal
✓ Guaranteed SLA
Security & management
✓ FIDO2 + Entra P1 authentication
✓ EDR anti-malware (ESET Elite)
✓ Security patching & updates
✓ Infrastructure monitoring (SIEM)
Resilience & training
✓ Microsoft 365 cloud backup
ACRONIS, 3-2-1 method, annual restore test
✓ Phishing awareness (PHISHED)
Training + phishing simulations
⭐Bonus from 10 users : free annual vulnerability scan.
Additional options are available: on-site support, extended hours, and a free cybersecurity assessment from 10 users.
Every plan starts with an assessment of your existing infrastructure before go-live.
We can be the all-in-one solution you need!
A client portal to track everything, in real time
On time-and-materials or on a fixed plan, you get permanent access to your personal client space to follow your IT support activity in real time.
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Your tickets
Check the status of every open or closed request, with full history.
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Your services
View the details of every intervention: duration, technician, actions taken.
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Your invoices
Find your entire billing history online.
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Your SLA reports
Measure our responsiveness and verify that we're meeting our contractual commitments.
SMEs: prime targets for cyberattacks
SMEs account for over 40% of ransomware victims in Europe. Their size doesn't protect them, it exposes them. That’s why our Medium and Full plans include active protections: EDR, phishing-resistant MFA, patching, monitoring, and awareness training.
Our offers are aligned with the recommendations of the European NIS2 directive.
FIDO2 Microsoft ENTRA P1 EDR ESET Elite ACRONIS Backup PHISHED
Everything you need to know about our offer
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Our plans include unlimited access to our experts’ support during business hours (7.30am–5.30pm, excluding weekends and public holidays), via phone, email, or our ticketing portal. This covers assistance requests, incident resolution, change requests, and usage advice. Every request is logged in our system, tracked through to resolution, and reviewed through a satisfaction survey.
FIDO2 is a strong authentication standard based on a physical security key (YubiKey). Unlike SMS codes or TOTP codes, a FIDO2 key is phishing-resistant: it cryptographically verifies that you’re on the legitimate website, not a fake one. Combined with Microsoft Entra P1 conditional access, it strengthens access to your Microsoft 365 environment by requiring the use of the physical key.
Endpoint Detection and Response by ESET Elite.
It protects your computers in real time by analysing their behaviour to detect, neutralise, and understand suspicious activity, even subtle signs. It can, for example, automatically isolate an infected machine. All of these functions align with the recommendations of the European NIS2 directive (monitoring, reporting, etc.).
It’s the installation of security fixes to close vulnerabilities on your devices and software as quickly as possible, since they’re a major entry point for cyberattacks targeting SMEs.
Continuous monitoring of your computers ensures their performance, security, and smooth day-to-day operation. We use a SIEM (Security Information and Event Management) solution that centralises and analyses your infrastructure’s activity to detect threats, send real-time alerts, and improve response times.
Acronis backs up all of your Microsoft 365 data: Outlook, OneDrive, SharePoint, and Teams. The backup follows the 3-2-1 method: 3 copies of your data, on 2 different types of storage, including 1 off-site (cloud) version. An annual restore test confirms that your data can actually be recovered, not just that it’s been archived.
It’s a solution that raises your teams’ awareness of phishing risks through training modules, helping build a “human firewall” against cyberattacks. It also includes phishing simulations to make sure the right reflexes are actually adopted when facing real threats.
The vast majority of requests (around 80%) are resolved remotely within minutes. For cases that require a physical presence, we offer an on-site intervention package that can be added to your contract, or one-off time-and-materials visits. We cover Belgium and Luxembourg.
Yes.
Our plans cover business hours by default (7.30am–5.30pm, Monday–Friday). If
your business needs extended availability (evenings, weekends, public
holidays), we can contractually adjust your support hours. Contact us to define
a tailored SLA together.
Our
fixed-fee contracts run for a minimum of 12 months. This timeframe allows us to
carry out the initial audit of your infrastructure, properly implement the
solutions, and provide you with consistently high-quality service. Before going
live, we always assess your existing environment to make sure the foundations
are solid.
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Request a quote...
...or talk about your needs to one of our experts !
Frédérick Georges
Partner and IT infrastructure management expert. He will understand your needs and guide you toward the most adapted solution for your organisation.