Technical Support

Our agency supports its clients by offering a comprehensive support service for websites and various applications, ranging from troubleshooting to maintenance and site updates, as well as data entry for entire product catalogs. Our professional team is available to provide support at any time and for any need. By purchasing hourly packages, which can be used as needed without any time limit, it will be possible to keep your website in perfect order and always up-to-date.

Discover our plans

Our plans

Check which of the following purchase plans is best suited to your needs.

Piano Technical Support on a final balance basis - Technical Support

Technical Support on a final balance basis

€80
Phone Help Desk
Request via email
Hourly rate
Minimum intervention
Content update and optimization of textual content
Update and optimization of photographic content
Creation of new pages
Routine modifications and implementations
Technical problem resolutions
Software usage training

Learn more

Piano Technical Support package (10-hour) - Technical Support

Technical Support package (10-hour)

€600
Phone help desk
Request via email
Product catalog data entry
Content updates and optimization of textual content
Updating and optimizing photographic content
Creation of new pages
Ordinary modifications and implementations
Technical issue resolution
Software usage training

Learn more

Piano Technical Support package (30-hour) - Technical Support

Technical Support package (30-hour)

€1200
Phone Help Desk
Request via email
Project Manager available
Data Entry for product catalog
Text content update and optimization
Image content update and optimization
Creation of new pages
Modifications and regular updates
Technical problem resolution
Software usage training

Learn more

Compare plans

The comparative table of the various purchase plans, designed for clarity and understanding, identifies the specific features of each plan, highlighting what is included and distinguishing it from what is excluded.

Technical Support on a final balance basis
Technical Support package (10-hour)
Technical Support package (30-hour)

	Technical Support on a final balance basis	Technical Support package (10-hour)	Technical Support package (30-hour)
Phone help desk
Phone help desk
Email request
Email request
Hourly rate
Hourly rate
Minimum intervention
Minimum intervention	30 min
Product catalog data entry
Product catalog data entry
Text content update and optimization
Text content update and optimization
Photo content update and optimization
Photo content update and optimization
Creation of new pages
Creation of new pages
Ordinary modifications and implementations
Ordinary modifications and implementations
Technical problem resolutions
Technical problem resolutions
Software usage training
Software usage training
Development of new functions
Development of new functions
	Scopri di più	Scopri di più	Scopri di più

FAQ

Do you have any questions about this service?
Check out our FAQ!

How can I contact the support service?

Customers have access to several contact channels to request technical assistance:
Telephone Help Desk 045 5118547 during office hours
Whatsapp at the number 324 8196701
via email at the email addresses support@ois-agenzia.it or info@ois-agenzia.it
The telephone number 347 2956 281 for emergency requests outside office hours or on public holidays

How is the time spent on each intervention calculated?

The time spent on each intervention is calculated in minutes, from when the intervention is opened until it is closed. Every month, an update report is generated that summarizes the interventions performed and the time spent on each one. This report is sent to the client so they can monitor the situation and verify the progress of the work.
The details included in the report are:

Name of the intervention
Date of the intervention
Start and end time of the intervention
Technician or team that performed the intervention
Description of the intervention
Time spent on the intervention
Outcome of the intervention

What is meant by minimum intervention time?

The minimum intervention time is 30 minutes. This means that even if a simple intervention is resolved in just a few minutes, the client will still be charged for 30 minutes of intervention. This minimum charge is in place to cover the costs of managing the intervention, such as the time spent by the technician to take over the problem, diagnose it, and resolve it.
If the client has an active hour package for technical assistance, the minimum intervention time is reduced to the actual time spent by the technician to solve the issue. For example, if the client has a 10-hour support package and the problem is resolved in 10 minutes, only 10 minutes will be deducted from the package.

How can I calculate the time required for data entry of products in my online catalog?

If it is necessary to upload a large number of products to your website, including technical data, descriptions, etc., the average time used to upload a few products will be calculated to estimate the total time needed to complete the data entry for all products.

The time required to upload a product depends on several factors, including:

The complexity of the technical data
The number of photographic images
The potential need to optimize the photographic images
The potential need to revise textual content
The number of possible variants
Any diagrams or technical drawings

To estimate the time needed to upload all products, the average time for uploading a few products is calculated. This average is then multiplied by the total number of products.
For example, if the average time to upload one product is 10 minutes and the total number of products is 10, the total time required to upload all products will be 100 minutes.
It is important to note that this is only an estimate and the actual time required may vary depending on the factors listed above.

What is meant by ordinary implementations?

An ordinary implementation is a type of update or modification to a website or other application that does not require prior study or significant planning.
On the other hand, a non-ordinary implementation is a type of update or modification that requires prior study or significant planning. For this reason, it is more difficult to estimate the time required to execute the implementation.
Here are some examples of ordinary implementations:

Website content updates
Website design updates
Creation of new website pages
Implementation of pre-planned new features

Here are some examples of non-ordinary implementations:
Development of unplanned new features
Modification of the website's source code
Development of new areas of the website

What are the hours for accessing the telephone Help Desk service?

The OIS Agency office is open from Monday to Friday, from 8:30 AM to 1:00 PM and from 2:00 PM to 5:30 PM. A staff member will answer your call and, if necessary, transfer it to the project manager responsible for your project or to another technician who has already handled your request.
If you already have an active hourly support package, the intervention will be immediately taken in charge. If not, you will need to confirm the estimate for interventions based on consumption, including the hourly cost.
For more information, please do not hesitate to contact us.

What if there are issues with the website outside office hours?

If there are issues with the website outside of office hours, there is always a mobile number available for emergency requests. Our support team is able to intervene as quickly as possible, even during holidays and special occasions.
The mobile number is: +39 347 2956281
Our support team consists of experienced technicians who can resolve any issues with your website.
We intervene as quickly as possible, even during holidays.