Every request gets an answer
We log every request in a ticket, qualify it, then follow it through to resolution. No request is left without written follow-up.
Our service
Support and helpdesk in France
Support designed for your users, and useful to your business. A single point of entry, but a complete one: phone, email, ticket portal and on-site visits.
Clients of the group, among others
The situation
How we handle your requests
Answers your staff understand, and that your management can follow.
A single point of entry
Escalation only when a request requires it. A technician who knows your systems is better than an anonymous hotline. Agreed timeframes are kept or revised, not ignored.
Your users are informed at every step
We inform your users at each stage of their request. Answers are reviewed. The tone stays DRJ Cloud: clear, professional, no needless jargon.
What we do
Four priorities, ranked for your situation
We do not tackle all four at once. The IT audit shows which one is most urgent, and we start there.
01
Urgency first
Each request has a priority and an owner.
02
Written follow-up
Request, diagnosis, solution: recorded in the ticket.
03
Clear opening hours
Weekdays 8 am to 6 pm, emergencies 24/7.
04
On site when useful
A visit only when remote help is not enough.
Would you rather know what is at risk before you commit a budget?
Describe your environment. We state what is at risk, what it costs to fix, and in which order.
The method
Six steps, each with a written deliverable
Each step produces a document you keep, even if the contract ends.
Step 1Inventory of what exists
Users, devices, tools, recurring requests.
Deliverable: written scoping noteStep 2Service priorities
Devices, access, emergencies: what stops people working.
Deliverable: prioritised IT roadmapStep 3Support procedures
Channels, priorities, escalation, named contact.
Deliverable: written scoping noteStep 4Helpdesk launch
Phone, email, portal. Tested before go-live.
Deliverable: documentation delivered, ready to useStep 5Remote access tools
Agents, portal, access. Tested.
Deliverable: tested setup ready for approvalStep 6Request follow-up
One-off issues, recurring issues, issues to fix at the source.
Deliverable: documented decisions180+companies we support
+4countries served
17experts per sector
48 hOur average response time
Budget and scope
What a support service includes
- Written IT audit within 48 hours, ranked by priority
- Admin accounts, licences and domain names in your name
- A written scope for support, approved before we start
- The deliverables of each step, listed in the written quote
- Your documentation and admin access, handed over at the end
- One technical manager and a written report on the agreed cadence
Common questions
What clients ask before an IT contract
Phone or ticket portal?
Both. Every call, email or ticket is followed in writing until it is resolved.
And emergencies?
Support runs Monday to Friday, 8 am to 6 pm. Emergencies are handled 24/7.
On site or remote?
Remote first. On site when needed, not out of habit.
Do our administrator accounts, licences and domains stay in our name?
Yes. They are held in your name. We operate, you remain administrator.
Do we have to sign an annual contract to work with you?
No. We define a written scope. You fund the agreed services.
Do you work in Belgium and France?
Yes. Head office in Brussels, office in Paris. Each mandate follows the market: language, regulation, local providers.
Last step
Request your support quote
Describe your need in two lines. You receive a costed quote and a written audit of your IT environment within 48 working hours.
By phone : +33 (0) 9 70 70 24 19
By email : info@drjcloud.com
Continue
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