IT support
We support you with faults and questions about your IT infrastructure — quickly, uncomplicated and close to our customers.
Our support offering
- Helpdesk — support by phone and digitally for faults
- Remote support — remote maintenance of your systems without losing time
- On-site service — personal support for more complex issues
How our support process works
As soon as a fault occurs or a question arises, you can reach us in several ways: by phone via our support hotline, by email or conveniently through our customer portal. We record every request immediately so that no issue gets lost and you are informed of the current status at any time.
After your request arrives, our team immediately creates a support ticket. In it we document all important information: the exact description of the problem, the affected systems, the urgency and your contact details. You automatically receive a confirmation with a ticket number that lets you follow the processing status at any time.
Each ticket is then prioritized by urgency and impact. Critical faults that acutely affect your business operations are of course handled first. Smaller issues and general questions join the regular processing queue but are handled just as reliably.
Our technicians first analyze the reported problem via remote access. In most cases a fault can be resolved remotely within a few minutes, without waiting for an on-site appointment. Should a remote solution not be enough, we arrange a personal appointment at your premises at short notice.
If a problem cannot be solved right away, our escalation process kicks in: the case is passed on to specialized colleagues with in-depth expertise, for example in network technology, server administration or IT security. This ensures that even complex problems are solved competently and sustainably.
Throughout the entire process we keep you transparently informed. You learn which steps have already been taken and what comes next. We only close a ticket once the solution has been successfully implemented and you have confirmed the fix.
Closed tickets are carefully documented and regularly evaluated. This way we recognize recurring problems early and can prevent future faults from the outset through targeted measures — such as updates, infrastructure adjustments or targeted training of your employees.
What Tucana Handels GmbH does for you
Tucana Handels GmbH is your reliable partner for all IT questions. In addition to classic support, we take care of your entire IT infrastructure: from setting up and maintaining servers and workstations and modern cloud solutions to well-thought-out backup and emergency concepts that reliably protect your data.
We place a particular focus on IT security. We protect your systems against cyber attacks, set up firewalls and effective spam protection and advise you on the current legal requirements for IT security in companies, so that you are always on the safe side.
We also accompany you in digitizing your business processes: from introducing electronic invoicing according to the ZUGFeRD and XRechnung standards and connecting modern phone systems via IP telephony to audit-proof email archiving in line with legal requirements.
Whether a small question or a complex system failure — our goal is for you to concentrate fully on your core business while we reliably look after your IT. Get in touch — we are happy to be there for you personally.