Delivery that does not stop at the border
Most of our clients are in the Benelux. Not all of them: we deliver and are active in EMEA, APAC, LATAM and North America. This page sets out exactly what that does and does not mean, so you do not have to infer it.
Where we deliver
Four regions, three offices and one service desk that is staffed around the clock.
What runs remotely runs the same everywhere
Most of management is not tied to a place. A site in another country is not an exception for us to arrange separately, but a location on the same dashboard.
- Service deskCalls, tickets and email land with the same team on the same system, whichever country the user is sitting in.
- Monitoring and managementServers, network and endpoints are watched and managed remotely. An outage in another country shows up at the same moment as an outage around the corner.
- Cloud and identityMicrosoft 365, Azure, AWS and VMware are administered where they actually run, which is nowhere in particular.
- SecurityFirewall and endpoint policy, access management and incident follow-up are set centrally and applied the same way everywhere.
- Change and reportingEvery change goes through the same process and ends up in the same monthly report, so one country is not measured differently from another.
How the 24/7 cover actually works
Cover outside office hours is not a number that forwards somewhere. This is how ours is arranged.
Shifts, not an on-call phone
Evenings, nights and weekends are worked as a shift by our own people, not by a phone that rings at someone’s home.
One record, every shift
Reports, changes and solutions go into the same ticketing system, with a proper handover at the end of each shift, so a colleague in another time zone can pick it up without a phone call.
One point of contact
You have a fixed point of contact in the Benelux who knows your environment. Behind that person sits the wider team, but you never have to work out who sits where.
Capacity behind the scenes
Our Benelux offices handle client contact and support, with engineering and delivery capacity behind the scenes making the round-the-clock cover possible.
What we agree per situation
Remote work behaves the same everywhere. Physical work does not, and pretending otherwise is the fastest way to disappoint you. So here is where the line sits.
- In the Netherlands and BelgiumOur own engineers come on site, and for an outage that is a matter of hours. We do not put that work out to a third party, which is exactly why we can put a time on it.
- Everywhere elseWhatever has to happen physically is scoped per country and per site before it is agreed, not after. Sometimes that is equipment shipped out and configured remotely, sometimes a visit planned in advance rather than promised on the spot.
- Equipment and logisticsDevices can be prepared and configured before they ship, so they arrive ready to use. Lead times differ by country; we confirm them before anything is ordered.
- LanguagesWe work in Dutch, English, Spanish, French and Turkish. Beyond those, English is the working language, and we say so up front rather than afterwards.
Not sure where your situation falls? Call +31 85 060 9347 or email info@itproposal.com. You will always reach someone in the Benelux.
Where we work, and how
Two ways in. Both say the same thing about the limit of what we promise: on site is the Netherlands and Belgium, everything else runs from a distance.
Read on
What this connects to.
Questions we get about this
The ones that come up most, answered briefly.
Do you have an office in our country?
Probably not. We have three: Amsterdam, Antwerp and Karaman. What we do everywhere is the work that is not tied to a place, and that is most of IT management: service desk, monitoring, cloud, security, changes and reporting. Your site in São Paulo sits on the same dashboard as your head office in Utrecht and falls under the same agreements. What a local office would add is someone at your door within the hour, and outside the Netherlands and Belgium that is exactly what we do not promise.
Who turns up when someone is physically needed in Kuala Lumpur?
We agree that per country and per site before it is needed, not at the moment something breaks. Sometimes the answer is that we ship equipment configured remotely, so the person on site only has to open a box. Sometimes it is a visit planned in advance. What we do not do is commit to a response time for a place where we cannot deliver it; that is the fastest way to please you once and disappoint you afterwards.
If we call at three in the morning, is somebody actually awake?
Yes, and not because a phone rings at somebody’s home. Evenings, nights and weekends are worked as shifts by our own staff. At the end of every shift there is a handover in the same ticket system, so the colleague in the next time zone continues without calling you again. That is the difference between 24/7 coverage and an on-call rota that wakes someone up on the third ring.
Do our people abroad have to speak English to the service desk?
Only if their language is not among ours. We work in Dutch, English, Spanish, French and Turkish, so a user in Madrid, Paris or İzmir is helped in their own language. Beyond those, English is the working language. We say so up front, because a service desk whose language gap only surfaces at the first incident costs you more than it delivers.
Can you meet the data residency rules in every country we operate in?
Not in every country automatically, and we say so when the answer is no. Where it matters we record per system where the data sits and who can reach it, and on cloud platforms we choose the region during setup, moving it afterwards is a migration, not a setting. For countries with requirements we cannot meet, we say so before you sign rather than during an audit.
Is your site outside the Benelux?
Tell us where your locations are and what is going wrong today. In one conversation we will say what we can take over remotely and what has to be arranged on the ground.
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