Managed IT · Helpdesk · SLA
Managed IT with one accountable team
Vinetu Technologies provides managed IT services for organizations in Israel: an SLA-based helpdesk with remote and on-site support, proactive monitoring and maintenance of servers, networks and workstations, and lifecycle management of the whole environment, delivered by a team that also designs and builds infrastructure.
What does managed IT from Vinetu cover?
Managed IT replaces call-by-call support with a service that has a defined scope, response commitments and someone responsible for the environment between incidents. The helpdesk handles requests and faults; the managed service keeps systems patched, monitored, documented and planned for replacement.
Vinetu’s helpdesk is run by engineers who also design networks, clouds and security for larger projects. When a ticket turns out to be an architecture problem, it does not need to be handed to another company.
Existing customers open and track tickets through the Vinetu support portal. Scope, service hours, response targets and exclusions are defined in each customer’s service agreement.
Who it is for
- Organizations that do not have, or do not want, a full internal IT department.
- Companies with an IT manager who needs a team behind them for support, projects and cover.
- Multi-site organizations that need both remote support and technicians on site.
- Businesses moving from an ad-hoc technician to a managed, documented service.
Problems it solves
- Support that only reacts, with no one watching servers, backups, disks or certificates until they fail.
- Knowledge of the environment held by one person, lost when that person leaves.
- Unclear boundaries between what the support provider covers and what is billed extra.
- Hardware and licences that expire or age out without a replacement plan.
Scope and deliverables
- Helpdesk with ticketing through the Vinetu support portal.
- Remote support and on-site visits, according to the agreed service level.
- Proactive monitoring and maintenance of servers, network equipment and critical services.
- Patching and update management for operating systems and key applications.
- User, identity and Microsoft 365 administration.
- Backup monitoring and restore requests, with Veeam where contracted.
- Asset and licence tracking, lifecycle planning and procurement through Vinetu.
- Documentation of the environment and periodic service reviews.
How we deliver it
Assess
Survey users, sites, servers, network, licences and existing support arrangements, and agree what is in and out of scope.
Design
Define the service: support channels, service hours, response targets, escalation path, on-site model and reporting.
Implement
Onboard: install monitoring, collect credentials securely, document the environment and fix urgent risks found in the survey.
Validate
Validate with a transition period in which tickets, escalations and monitoring alerts are reviewed together with the customer.
Operate
Operate the service, report regularly, and review the environment and roadmap with management.
Technologies and partners
- Vinetu support portal — ticket submission and tracking for customers (help.vinetu.co.il)
- Microsoft 365 — tenant, identity and mailbox administration
- Cynet — managed endpoint security for supported devices (Vinetu is a Cynet MSP partner)
- Veeam — backup of servers and Microsoft 365
- 3CX — business telephony
Vinetu does not publish standard response times. Service hours, response targets and exclusions are agreed per customer and written into the service agreement.
Why Vinetu
- The helpdesk is backed by senior engineers in networks, cloud and security, not only first-line technicians.
- One provider for support, infrastructure projects, cloud, backup and procurement.
- A named customer service and support manager with 15+ years in IT operations.
- In business since 2010, with long-term managed customers listed in our portfolio.
Related projects
Published engagements that include helpdesk and managed IT:
- Ogen — Cloud, IT & Helpdesk
- Ben Dahan, Samuel, Maman Co. — IT, Cloud, Cyber, Consulting & Helpdesk
- Goodi — IT, Cloud, Cyber, Consulting, DevOps & Helpdesk
Related reading
Frequently asked questions
What is the difference between managed IT and a helpdesk?
A helpdesk responds to requests and faults. Managed IT includes the helpdesk and adds ongoing responsibility for the environment: monitoring, maintenance, patching, documentation and planning, under an agreed scope and service level.
Do you provide on-site support?
Yes. Vinetu provides both remote and on-site support. When a technician comes on site, and how quickly, is defined in the service agreement.
What response times do you commit to?
Response targets, service hours and priority definitions are agreed per customer and written into the service agreement. We do not publish a generic figure because it depends on the scope and the environment.
How do existing customers open a ticket?
Through the Vinetu support portal at help.vinetu.co.il, available from any device. The helpdesk page explains the process.
Can you take over from our current IT provider?
Yes. Onboarding starts with a survey and documentation of the environment, including credentials, licences and open issues, so the handover does not depend on the previous provider’s memory.
Vinetu service
Discuss managed IT for your organization
Tell us how many users and sites you have and how support works today. We will propose a scope, service model and onboarding plan.
Vinetu Technologies · Operating since 2010 · ISO 27001, ISO 27017 and ISO 9001 certified · EMCloud private cloud on AS35435