Support and Maintenance
Critical infrastructure does not stay available by chance
Availability is built on continuous monitoring, maintenance carried out before a fault surfaces, and contracted response times matched to the criticality of each system.
Managed Services
#SYSCONNECT# Managed Services provide preventive and reactive maintenance of the infrastructure on a continuing basis, under service levels formalised in contract, with a single point of contact and regular performance reporting.
We cover the infrastructure that sustains the operation: the systems the applications run on, the networks that connect them, the mechanisms that protect them and the backups that recover them. The service is not contracted by isolated domain, because the component left outside the contract is usually the one where the incident originates.
Contract a service, gain a team. The service works as an extension of the organisation's internal technical team, adding the specialist disciplines and ensuring coordination between them.
The more critical the incident, the faster the response. At most, within 4 hours. Criticality is set when the request is raised. The response time is counted from that moment. The first line validates, the second diagnoses, and when the problem calls for it the specialist in the technology concerned steps in.
Continuous monitoring
The best incident is the one nobody noticed. The infrastructure is watched 24 hours a day, and any deviation from normal behaviour raises an alert at the moment it happens.
What the service includes
- Preventive maintenance
- Reactive maintenance under SLA
- Vulnerability management
- Backup monitoring, with periodic recovery testing
Continuity in the event of a major incident
In the event of catastrophic failure or a cyberattack, the service may provide for a temporary environment to keep critical systems and applications running, sized case by case according to the infrastructure covered and the technology available.
This mechanism addresses the operational resilience requirements set out in Article 21 of the NIS2 Directive.
Supporting NIS2 compliance
The NIS2 Directive (EU 2022/2555) raised cybersecurity risk-management and incident-reporting requirements for essential and important entities across the European Union. In Portugal it was transposed by Decree-Law 125/2025, in force since April 2026. Responsibility for compliance rests with the obliged entity; the service contributes directly to several of those obligations:
- Continuous vulnerability management and timely application of security updates;
- Support for the Permanent Point of Contact required by the Cybersecurity Legal Framework, with an escalable 24/7 technical contact and a designated alternate holding enough context to act in the absence of the responsible person;
- Continuity and recovery, through periodic restore testing and, where applicable, contingency infrastructure;
- Traceability of interventions on critical systems, with documented records;
- Implementation of corrective measures arising from security audits, compliance assessments, penetration tests or recommendations from the competent cybersecurity authority, the CNCS in Portugal.
One-off support and maintenance
Not every intervention requires a continuing contract. #SYSCONNECT# also provides services contracted by project or as the need arises, including infrastructure implementation, on-site and remote services, project management and an hour bank, the latter contracted independently of the continuing services.
#SYSCONNECT# has provided IT support and maintenance services since 2018, with its own engineering team, serving clients across Europe, Africa and the Middle East. In a survey of 20 randomly selected clients, conducted between July and September 2025, the service scored 4.75 out of 5 for satisfaction and a Net Promoter Score of 85.
