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General questions:
ITSM-Solutions is a Managed Service Provider based in Ghana, offering IT support, network and security management, cloud services, and connectivity solutions for businesses of all sizes.
Our head office is in Tema Comm 7, Ghana, and we support clients nationwide, with remote management and monitoring available for branches or users located outside Ghana as well.
We provide a service agreement with a fixed monthly fee covering defined systems, users, and service levels (SLAs), including monitoring, support, maintenance, and reporting.
License usage:
License usage is usually counted per user, device, or service instance (for example, per endpoint, server, or subscription), according to the terms of the relevant vendor or subscription.
If monitoring shows that actual usage is higher than the licensed quantity, we will notify you and either adjust your subscription or invoice for the additional usage in line with your service agreement.
Depending on the service, licenses may be purchased and owned by you (customer-owned) or provided under our partner programs and billed through us (MSP provided). The applicable model will be stated in your proposal and contract.
Support & updates:
We offer remote and, where agreed, on-site support during business hours (and optionally 24/7), with response and resolution targets based on the priority of the issue as defined in your SLA.
You can reach our support team via email at support@itsm-solutions.net, by phone at +233201389909 or +233550306104, or on WhatsApp +233201683158 or through our client portal, where you can log in and track tickets in real time.
Yes, routine operating system, application, and security updates for covered devices and services are included, scheduled to minimize downtime; major upgrades or project-type changes may be scoped and billed separately.