IT Support for Businesses
Professional IT support with response times as agreed. Typically fast remote help, on-site service when needed and proactive maintenance to prevent problems wherever possible.
Why Our IT Support?
Fast, competent and reliable
Fast Response Time
Typically fast remote help. For critical outages, the response times individually agreed in your SLA apply.
Remote & On-Site
We solve most problems instantly via remote maintenance. When needed, we come to you on-site.
Fixed-Price Models
Predictable IT costs with transparent fixed-price packages. No unexpected bills.
Proactive Maintenance
We don't wait for the outage: regular maintenance, updates and monitoring catch many faults before you notice them.
One Dedicated Contact
You always speak to the same person instead of rotating ticket handlers. Nobody needs your environment explained again – no ticket carousel, no escalation tier that starts from zero.
Emergency Support
IT emergency on the weekend? For managed service customers we agree fixed availability windows outside business hours – in writing in the SLA, not as a vague promise.
Our Support Services
Help with all IT topics
First & Second Level Support
Competent help with all IT questions - from simple user issues to complex system faults.
Remote Support
Fast problem solving via remote maintenance. Secure connection directly to your workstation.
On-Site Service
Personal on-site visits at your premises throughout the entire Rhine-Main region.
Server Maintenance
Regular maintenance, updates and performance optimization of your server infrastructure.
Workstation Support
Setup, maintenance and troubleshooting for PCs, laptops, monitors and peripheral devices.
Printers & Peripherals
Installation and maintenance of printers, scanners and other peripheral devices.
Software Support
Help with Microsoft 365, industry-specific software and custom applications.
Patch Management
Automated updates and security patches for operating systems and software.
What you should know
Response time is not resolution time
Support contracts contain two figures that are regularly confused: the response time (when somebody gets back to you and starts working on the issue) and the restoration time (when things are workable again). Only the first can be reliably committed to, because the second depends on hardware delivery times, vendor support or provider outages. A split by priority class therefore makes sense: the failure of an entire site or a server counts differently from a single user with a display problem. It is equally important to state the service window clearly — does cover apply only on weekdays from 8 a.m. to 5 p.m. or at weekends too, and when does the clock start: when the report arrives in the ticket system, or when the phone rings? Leave these points open in the contract and you will argue about them during an outage instead of working.
Remote support: how it runs and where it stops
The majority of reports can be resolved remotely, often faster than a site visit takes. In practice two channels run in parallel: an unattended connection to servers and infrastructure for maintenance and monitoring, and a session on the workstation that the employee actively confirms and watches. The second is the more important one, because users should be able to follow what is happening on their device. Legally this requires a data processing agreement under Art. 28 GDPR, logged sessions and access secured with two-factor authentication — remote support software is a well-known attack target. The approach reaches its limits with anything physical: failed power supplies, a switch without power, cabling, a machine that will not boot. Those cases need either on-site appointments or spare devices prepared in house.
What actually gets reported
Reports from mid-sized companies look remarkably alike. Common ones are locked accounts after password changes, printers that stop responding after a driver or firmware update, VPN connections that drop after a router or provider change, full mailboxes or system drives, and machines that slow down after a major Windows update. What stands out is that a large share of these follow a change rather than a defect. Evaluate tickets over a few months and patterns appear: the same device, the same department, the same application. That is exactly where a permanent correction pays off — add memory, restructure the filing system, set permissions properly — instead of fixing the same symptom every month. Without that evaluation, support stays busy without having any effect.
Incident, service request, change — and the ticket system
Three types of work should be handled separately. An incident means something used to work and now does not; the goal is to restore the previous state. A service request is standard work such as a new user account or a software installation. A change touches the existing environment — a new firewall rule, a migration, a server move — and needs planning, testing, a rollback path and sign-off from the customer. Pushing changes through the hotline as incidents simply produces the next incident. A ticket system enforces that separation and delivers what gets lost on the phone: a traceable history, a documented resolution, measurable response times and a record per device and user. A single point of entry is essential. Reports arriving by direct call or private message appear in no evaluation at all.
Related Services
Matching services that complement your project
Frequently asked questions
The questions we are asked most often before a project – with answers on process, costs and data protection.
Do you also offer on-site IT support in Frankfurt?
Yes, we offer both remote support and on-site service in Frankfurt and throughout the entire Rhine-Main region. We often solve remote problems within minutes. For hardware issues or more complex problems, we come directly to you – the same person who also supports your IT remotely.
What happens in an IT emergency outside business hours?
NovaCon is owner-operated, so we say it plainly: we do not run a permanently staffed 24/7 hotline. Monitoring of your systems, however, runs automatically around the clock and alerts immediately. For customers with Managed IT Services we agree fixed availability windows outside business hours in the SLA, including an emergency number for critical outages (server, network, security incident). That way you know in writing who you can reach and when – instead of a promise nobody honours when it matters.
Do you also support Mac and Linux?
Yes, our support covers Windows, macOS and Linux. We support heterogeneous IT environments and help integrate different operating systems into your company IT.
Ready for the next step?
Let's discuss in a free initial consultation how we can move your business forward.