IT maintenance support · Istanbul and Turkey
IT maintenance support agreements, delivered by onsite, remote and data center engineers.
onsiteengineer provides IT maintenance support in Istanbul and across Turkey for IT service companies and their customers. Services are delivered under written agreements with defined scope, response commitments and reporting. Discovery is free.
| Headquarters | Eyüpsultan, İstanbul |
| Service area | Istanbul and Turkey-wide |
| Core service | IT maintenance support agreement |
| Engagement start | Free discovery, then written scope |
| Staffing | Named engineers, long or short term |
| Emergency line | 24/7, +90 533 950 01 51 |
| Operated by | Entra Bilgi Teknolojileri |
Services
Each service can be included in a support agreement or contracted on its own. Engineers follow the customer's processes and tools.
| Service | Scope | Delivery | Contract form |
|---|---|---|---|
| IT maintenance support agreement | Defined scope, agreed response commitments, named engineers and regular reporting. | Onsite, remote or hybrid | Written SLA |
| Onsite engineering | Dispatched field engineers for incidents, repairs and scheduled work at customer sites. | Onsite | Per job or agreement |
| Smart hands and remote hands | Cabling, power cycling, device swaps and guided remote execution in the data center or branch. | Onsite and remote | Per job or agreement |
| Dedicated L1 and L2 engineers | Engineers assigned full time to one account, building knowledge of its environment over time. | Onsite or remote | Dedicated placement |
| Outsourced personnel | Long-term placements for ongoing staffing needs, or short-term cover for absence, leave or a vacant seat. | Onsite or remote | Long or short term |
| Rollout and deployment | Device, network and site rollouts, with planning, staging, on-site execution and handover documents. | Onsite | Fixed scope project |
| Desktop and network support | End-user support, LAN and Wi-Fi operations, and day-to-day administration on the networks we run. | Onsite and remote | Agreement or per job |
| Google Workspace and Microsoft 365 | Administration, migration and support for corporate email and collaboration platforms. | Remote and onsite | Agreement or project |
| Data center remote hands | Scheduled and emergency interventions on racks and infrastructure, staffed around the clock. | Onsite | Agreement |
IT maintenance support agreements
Our core engagement. Every agreement is written after a free discovery of the customer's environment, and sets out the items below.
| Element | What the agreement sets out | Agreed when |
|---|---|---|
| Scope | Locations, equipment and services covered, and those excluded. | Discovery |
| Response commitments | Response and on-site attendance times, matched to the customer's own service levels. | Discovery |
| Named engineers | Engineers assigned to the account and briefed on the environment before their first visit. | Staffing |
| Cover | Backfill for leave, sickness and vacant seats, so the agreed service continues. | Agreement |
| Escalation | Named contacts for each level, and the 24/7 emergency line for active incidents. | Agreement |
| Reporting | Tickets, response times and open risks, reported each period with a review meeting. | Ongoing |
| Changes | Scope changes are agreed in writing before they take effect. | Ongoing |
Agreement types include onsite maintenance, hybrid onsite and remote, dedicated engineer, and data center maintenance. The type is chosen during discovery.
Process
The same four stages for every customer. Each stage ends with a defined output.
| Stage | Activity | Output |
|---|---|---|
| 1. Discovery | Review of the customer's environments, incident history and current support model. No charge. | Findings and a discovery plan |
| 2. Agreement | Scope, response commitments and escalation paths written into a support agreement. | Signed support agreement |
| 3. Staffing | Named engineers assigned and briefed on the account before they attend site. | Assigned team and briefing |
| 4. Reporting | Tickets, response times and open risks reported and reviewed with the customer. | Periodic service report |
Coverage
Our headquarters is in Eyüpsultan, on the European side of Istanbul. Agreements are managed from there and delivered across the country.
| Area | Delivery |
|---|---|
| Istanbul | Maintenance support managed from the Eyüpsultan headquarters. |
| Rest of Turkey | Onsite engineers and remote support, agreed in advance as part of the scope. |
| Data centers | Smart hands and scheduled maintenance for racks and infrastructure, with a 24/7 emergency line. |
Frequently asked questions
- What is an IT maintenance support agreement?
- A written agreement that sets out the sites and systems covered, the response and attendance commitments, the engineers assigned and how work is reported. Every agreement starts with a free discovery.
- Where does onsiteengineer provide services?
- Our headquarters is in Eyüpsultan, Istanbul. We provide maintenance support across Istanbul, and onsite, remote and data center services across Turkey.
- Do you provide outsourced IT personnel?
- Yes. Long-term placements for ongoing staffing needs, or short-term cover for absence, leave or a vacant seat.
- Is the discovery free?
- Yes. We review the customer's environment and current support model at no charge. Pricing follows that review.
Company
onsiteengineer is the service brand of Entra Bilgi Teknolojileri, an IT services company based in Eyüpsultan, Istanbul. Agreements, invoices and service commitments are issued by Entra.
| Legal entity | Entra Bilgi Teknolojileri |
| Address | Göktürk Merkez Mahallesi, İkinci Kayın Sokak, B Blok No: 2, Eyüpsultan, İstanbul |
| Service area | Istanbul and Turkey-wide |
| Service hours | Business hours, with a 24/7 emergency line |
Contact
Send us the sites you need covered, the service levels you have committed to and your preferred start date. We will reply with a discovery plan.
For active incidents at customer sites, call the 24/7 line: +90 533 950 01 51
| helpdesk@onsiteengineer.com | |
| Office | +90 212 963 43 48 |
| 24/7 emergency line | +90 533 950 01 51 |
| Address | Göktürk Merkez Mah., İkinci Kayın Sk. B Blok No: 2, Eyüpsultan, İstanbul |