IT Support
for SMEs
A responsive outsourced helpdesk, structured across 3 intervention levels. Your team calls, we resolve — in under 30 minutes for critical incidents.
One hour of IT downtime costs an SME an average of $5,600 (Gartner). ECLAUD IT provides unlimited support included in managed services, with response in under 30 minutes and 85% of Level 1 tickets resolved in under 15 minutes.
Why outsource IT support for your SME?
Hiring an in-house IT technician costs between €35,000 and €50,000 per year (including employer contributions) — for a single person, with a single area of expertise, and no coverage during holidays or sick leave. For an SME with 10 to 80 workstations, this is neither cost-effective nor sufficient.
Outsourced support gives you access to a complete team of technicians and engineers, covering all intervention levels (workstation, server, network, security), for a predictable monthly cost that is often lower than half a salary. This is the model adopted by 67% of French SMEs that outsource at least part of their IT (Sewan 2025).
One hour of IT downtime costs an SME an average of €5,600 (Gartner). Every minute counts: responsive support with contractual SLAs turns outages into managed incidents.
At ECLAUD IT, support is unlimited and included in our managed services offering. No hourly counter, no per-ticket billing. Your team can call our helpdesk as often as needed.
Support structured across 3 levels — from helpdesk to engineering
User Support
Resolution of common incidents: password reset, printer issues, network access, email, workstation problems. Immediate remote access takeover.
- — Password reset
- — Printing issue
- — Network/VPN connection
- — Email configuration
- — Slow workstation
Technical Support
Complex incidents requiring infrastructure expertise: server, Active Directory, migration, GPO, access rights, backup.
- — Server failure
- — Backup restoration
- — Active Directory configuration
- — Network performance issue
- — Critical security update
Advanced Engineering
Systems and network engineering, architecture, cloud migration, security audit, disaster recovery planning. On-site intervention when needed.
- — Server migration
- — Infrastructure deployment
- — Security audit
- — Cybersecurity incident
- — Network architecture
What sets ECLAUD IT support apart
Response Time < 30 Minutes
Guaranteed response in under 30 minutes for critical incidents. Immediate remote access via our secure remote maintenance tool.
Unlimited Support
No hourly billing counter or per-ticket charges. Your team can contact our helpdesk as often as needed, at no extra cost.
Dedicated Local Team
Technicians based in Reunion Island, with on-site response in under 4 hours. A dedicated contact who knows your infrastructure and your users.
Proactive Monitoring
24/7 monitoring of your equipment. We detect and resolve issues before your users even notice them.
Multi-Channel Access
Phone, email, client portal, chat. Your team chooses the channel that suits them. Every request is tracked and followed up.
Monthly Reporting
Detailed report of interventions, resolution times, and trends. You get a clear picture of the health of your IT environment.
How does our support work day to day?
Our support is designed to be simple and fast from the user's perspective. No jargon, no complex forms — a call or an email is all it takes.
The user contacts the helpdesk
By phone, email, or client portal. Every request automatically creates a tracked and prioritised ticket.
Diagnosis and remote access
Our technician diagnoses the issue and takes remote control if needed. 85% of L1 incidents are resolved at this stage.
Escalation if required
If the incident requires server, network, or security expertise, it is escalated to Level 2 or 3 with a guaranteed SLA.
Resolution and follow-up
The incident is resolved, documented, and the ticket is closed. The user receives a summary. Recurring incidents are analysed for preventive action.
How much does outsourced IT support cost?
The cost depends on the number of workstations, the scope (workstations only, or workstations + servers + network), and the SLA level. Here are typical market benchmarks for an SME:
| Model | Indicative price | Included |
|---|---|---|
| Time & materials | €80–120/hour | Ad hoc interventions, no SLA |
| Support package | €30–50/workstation/month | Helpdesk, remote access, SLA |
| Full managed services | €49–89/workstation/month | Unlimited support + monitoring + security + advisory |
"At ECLAUD IT, IT support is included in managed services. No per-ticket billing, no hourly counter. Your team contacts our helpdesk as often as needed." — Enrico Claude, founder of ECLAUD IT
Why trust ECLAUD IT with your IT support?
ECLAUD IT is not just a helpdesk. As an outsourced CIO, we know our clients' infrastructure in detail: every server, every switch, every workstation. When a user calls, our technician already knows their environment.
Based in Reunion Island, we can intervene on-site in under 4 hours when remote maintenance is not enough. We also cover Île-de-France for our national clients. Our promise: a single point of contact for support, infrastructure, security, and advisory — no back-and-forth between vendors.
Support is the visible face of managed services. It is through the quality of the helpdesk that your team judges the value of their IT provider. At ECLAUD IT, we make it an absolute priority.
FAQ — IT Support for SMEs
What is the difference between IT support and managed services?
IT support handles user incidents and requests (helpdesk). Managed services go further: they include support but also proactive infrastructure management, monitoring, updates, security, and strategic advisory. At ECLAUD IT, support is included in our managed services offering.
How much does outsourced IT support cost for an SME?
The cost varies depending on the number of workstations and the service level. At ECLAUD IT, support is included in our managed services package starting from €49/workstation/month (unlimited support, monitoring, updates). That is 2 to 3 times less expensive than a full-time in-house technician.
What are the response time guarantees?
Our SLAs guarantee a response in under 30 minutes for critical incidents (server down, network outage), 2 hours for major incidents, and 4 hours for standard requests. 85% of our Level 1 tickets are resolved in under 15 minutes.
Is support available outside business hours?
Our standard support covers business hours (8am–6pm, Monday–Friday). For companies requiring extended coverage, we offer 24/7 on-call support with guaranteed response in under 1 hour. Proactive monitoring runs 24/7 regardless.
How do your technicians access our workstations remotely?
We use a secure remote access tool with end-to-end encryption. The user must accept the connection. Every session is recorded and logged. No permanent access is installed on workstations without your explicit consent.
Responsive IT support
with no hourly counter
Free quote, no commitment. Tell us how many workstations you have and we will propose a tailored package.