Reliable IT support that protects your business operations and reputation

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Is your IT support a true certainty — or an expensive risk?

High-quality, systematically managed IT support is a key pillar of operational continuity for large organizations. Slow and fragmented incident handling without clearly defined escalation paths significantly increases both risk and downtime, threatening key business processes and slowing innovation.

Every minute of unplanned downtime causes financial losses, extends internal workflows, and overloads support teams — while damaging your reputation with customers, regulators, and partners. At the same time, operational costs grow and SLA penalties loom, as costly ad hoc interventions replace preventive measures.

  • Rising internal IT costs – higher salaries, mandatory training, and staff turnover significantly increase the total cost of IT ownership
  • Minimal automation, slow response times – incidents are handled manually, with no monitoring, self-healing, or CI/CD
  • Lack of specialized skills – missing security, cloud, and DevOps capacities halt strategic projects and increase technical debt
  • Outdated technologies, postponed innovations – environments no longer meet current needs, raising both operational risk and cost
  • Low flexibility, expensive changes – each infrastructure modification becomes a long project with high CAPEX
  • No 24/7 coverage or strict SLAs – outages outside business hours threaten critical operations

ADF IT support is our comprehensive service that guarantees uninterrupted availability, accelerates incident resolution, and transforms IT support into a true strategic advantage.

Key pillars of our IT support

Transparent processes and strict SLAs

  • Response time under 15 minutes and a single SPOC guarantee that you always know who, when, and how an incident is handled. All steps are tracked through ITIL 4 workflow, and all deployments go through CI/CD (GitLab CI, Ansible, Rundeck), providing real-time audit visibility and eliminating the “black box” effect.

Proactive monitoring and automation

  • 24/7 monitoring at OS, application, and container levels (Zabbix, PRTG, Splunk, Netcool) detects anomalies before they affect business.
  • Self-healing scripts restart services, scale capacity, or trigger rollbacks — shortening recovery time and freeing teams from routine interventions.

Certified security

  • We operate under ISO 27001 and TISAX Level 3, applying the “security by design” principle to every change.
  • Patch management, hardening, and regular penetration tests (Nessus / OpenVAS) minimize the attack surface, ensuring compliance with internal and external audits — stress-free and cost-effective.

Senior team of specialists (L1–L3)

  • Over 40 engineers with an average of 8 years of experience — from Windows/Linux administrators and DBAs to Kubernetes and DevOps experts.
  • Incidents are escalated to the appropriate seniority level from the very beginning, reducing unnecessary escalation loops and improving user satisfaction.

Scalable on-demand capacity

  • We scale capacity within days, not months.
  • During releases, audits, or M&A projects, we increase resources; during quieter periods, we scale down — you pay only for actual hours used, with no fixed FTE or recruitment costs.

Development and change management

  • We don’t stop at passive support. We actively propose optimizations, manage upgrades and migrations (on-prem ↔ cloud), and help you choose the right tools and technologies.
  • The result is continuous modernization without overloading your internal team — with measurable business impact.

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How IT support works

1

Initial audit and KPI setup

Through short workshops, we understand your strategic goals, map both technological and process environments, and define measurable success metrics (availability, MTTR, OPEX).

The result is a clear baseline of performance and cost, complemented by a “risk registry” identifying major threats and quick wins.

2

Onboarding and knowledge transfer

We take over existing documentation, set up access (VPN, IAM, bastions), and become fully acquainted with your internal team and escalation processes.

Within 10 business days, we can take over operations without risk of losing know-how; this includes validation of operational documentation (runbooks) and a technical dry run.

We create a shared knowledge base in Confluence and unify ticket nomenclature so that all stakeholders “speak the same language.”

3

Proactive monitoring and automation

We deploy 24/7 monitoring and self-healing scripts (Zabbix, PRTG, Prometheus, Ansible, GitLab CI, Rundeck) for service restarts, autoscaling, and rollbacks.

Through correlation analysis and AI-driven alerting, we eliminate false positives and accelerate incident resolution (MTTR).

At the same time, we create an Automation Backlog to record and prioritize additional routine tasks suitable for full automation.

4

Continuous operations and reporting

We generate monthly SLA and KPI reports, evaluate incident trends, and analyze cost drivers based on FinOps principles.

Dashboards provide real-time visibility into capacity usage, SLA fulfillment, and future cost forecasts.

Based on the data, we prepare quarterly optimization roadmaps and recommendations to reduce OPEX without compromising service quality.

5

Quality assurance and feedback

Regular monthly review meetings verify SLA compliance, process quality, and two-way communication — always with the service owner present.

We use the CSI (Continual Service Improvement) methodology: for every major incident, we prepare an RCA and an action plan with clear deadlines.

Feedback from both business and IT is incorporated into the service catalog, ensuring support continuously reflects evolving priorities.

6

Development and change requests

We go beyond maintenance: we manage change requests (CAB), technology upgrades, cloud migrations, and new solution designs.

For larger projects, we use Blue-Green or Canary deployments to minimize the risk of downtime.

Thanks to continuous collaboration on the roadmap, your infrastructure evolves seamlessly, supports new business models, and maintains a competitive edge.

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Technologies we master

Servers and virtualization

Windows Server 2012–2022, RHEL / AIX, VMware

Cloud and containers

Azure, Kubernetes, Docker, Helm, OpenShift, Tanzu

Databases

Oracle, PostgreSQL, MSSQL, MySQL, MongoDB, Redis

Networks and security

Fortinet, Cisco, VPN, firewalls, IDS/IPS

Automation and scripting

PowerShell, Python, Bash, Ansible (AAP), AWX

Monitoring and alerting

Zabbix, PRTG, Splunk, ITM6, Netcool, Everbridge

Typical areas of IT support

Typical areas of IT support

Incident and service desk

The most common entry point for users and operations teams. We provide a unified SPOC, ticket classification, and quick escalation (L1 → L3) in ServiceNow or Jira Service Management. Thanks to detailed runbooks and automated routing, MTTR shortens significantly, and reopen rates drop.

Monitoring and proactive infrastructure management

Continuous monitoring of servers, containers, and network components using Zabbix, PRTG, Prometheus, and Netcool. Log correlation in Splunk or Elastic and self-healing scripts in Ansible or PowerShell eliminate recurring incidents before they impact production.

Patch management and hardening

Controlled updates for Windows Server, RHEL, VMware ESXi, and applications. We automate sandbox testing, monitor dependencies, and apply CIS Benchmarks — minimizing unplanned restarts and security risks.

Backup and disaster recovery

Backups via Veeam or IBM Spectrum Protect with off-site replication to Azure Blob (immutability). Regular DR tests, RPO < 15 min, RTO < 2 h, and detailed runbooks in Confluence ensure verified and auditable business continuity.

Cloud and SaaS support

Complete management of Azure / Microsoft 365 / SharePoint tenants — Entra ID, Exchange Online, Intune, IaC templates in Bicep / Terraform, and cost governance through Azure Monitor. Users enjoy a consistent experience across hybrid environments.

Security operations and compliance

Continuous vulnerability scanning (Nessus, OpenVAS), centralized ESET / Bitdefender management, and event correlation in Splunk SIEM. Processes align with ISO 27001 and TISAX L3 standards, supporting quick audit readiness for both internal and external controls.

Change, release, and DevOps pipeline

We manage change requests (CAB), rollouts via GitLab CI or Azure DevOps, and Blue-Green or Canary deployments. Integrated testing and approvals in the pipeline ensure zero-downtime releases with full traceability.

Asset and license management

We inventory hardware and software using CMDB and MS SCCM / Intune. We eliminate unused licenses, unify versions, and give management a clear overview of TCO and planned renewals.

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