Project: IT Support & 24/7 On-Call Services for Consoro UG (Long-Term Cooperation)
Budget: €12 – €18 EUR
We are Consoro UG, a German IT company that has recently completed a successful relaunch and is now experiencing rapid growth. To scale our operations and ensure high service quality, we are seeking a reliable freelance IT support partner (individual or team) for long-term cooperation in the areas of system monitoring, technical support, and on-call availability.
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Our Current Infrastructure
• Monitoring: PRTG, integrated with PagerDuty for real-time alerting (email, SMS, phone, app).
• Ticketing System with three categories:
• Accounting (informational only)
• General Support (technical/product-related inquiries)
• Emergency Support (critical issues)
• Live Chat: AI chatbot responds when no agent is available.
• Phone System: Calls outside business hours are routed to a call center and result in automated tickets.
⸻
Our Server Landscape
• Servers are hosted on Hyper-V, managed via direct RDP access (no central console).
• Environments include on-premises and cloud-hosted virtual machines.
• Operating System distribution: ~70% Windows, ~30% Linux.
• Patching is handled via an RMM system.
• We may occasionally request on-demand software installations, any time of day or night.
• Documentation is maintained in BookStack (you’ll receive full access).
⸻
Communication with Customers
Please note:
All customer communication is handled exclusively through our ticketing system and email.
You will not be expected to take phone calls or live customer chats unless you explicitly agree to it.
We can provide:
• A dedicated email address under our domain
• A Microsoft Teams license for internal communication (if desired)
⸻
What We Need From You
Please include answers to the following in your proposal:
1. Your monthly price or hourly rates for:
• 24/7 on-call availability
• Handling PRTG alerts (with root cause analysis)
• Responding to support tickets
• (Optional) Monitoring and replying to live chat messages
2. Do you offer a flat-rate package, or do you charge per:
• On-call hours
• Incident/ticket handled?
3. Can you assist with software installations on Windows/Linux servers at any time (day/night)?
4. How do you prefer to communicate with customer teams?
5. Are you able to respond to German-language support requests using Google Translate if necessary?
⸻
What We Offer
• A stable and long-term cooperation
• Modern, structured IT environments
• Professional workflows and full documentation access
• Flexible communication and clear processes
⸻
Ready to Join Us?
We are growing and need dependable partners who can grow with us.
If you’re motivated, technically skilled, and value reliability — we look forward to hearing from you!
⸻
Our Current Infrastructure
• Monitoring: PRTG, integrated with PagerDuty for real-time alerting (email, SMS, phone, app).
• Ticketing System with three categories:
• Accounting (informational only)
• General Support (technical/product-related inquiries)
• Emergency Support (critical issues)
• Live Chat: AI chatbot responds when no agent is available.
• Phone System: Calls outside business hours are routed to a call center and result in automated tickets.
⸻
Our Server Landscape
• Servers are hosted on Hyper-V, managed via direct RDP access (no central console).
• Environments include on-premises and cloud-hosted virtual machines.
• Operating System distribution: ~70% Windows, ~30% Linux.
• Patching is handled via an RMM system.
• We may occasionally request on-demand software installations, any time of day or night.
• Documentation is maintained in BookStack (you’ll receive full access).
⸻
Communication with Customers
Please note:
All customer communication is handled exclusively through our ticketing system and email.
You will not be expected to take phone calls or live customer chats unless you explicitly agree to it.
We can provide:
• A dedicated email address under our domain
• A Microsoft Teams license for internal communication (if desired)
⸻
What We Need From You
Please include answers to the following in your proposal:
1. Your monthly price or hourly rates for:
• 24/7 on-call availability
• Handling PRTG alerts (with root cause analysis)
• Responding to support tickets
• (Optional) Monitoring and replying to live chat messages
2. Do you offer a flat-rate package, or do you charge per:
• On-call hours
• Incident/ticket handled?
3. Can you assist with software installations on Windows/Linux servers at any time (day/night)?
4. How do you prefer to communicate with customer teams?
5. Are you able to respond to German-language support requests using Google Translate if necessary?
⸻
What We Offer
• A stable and long-term cooperation
• Modern, structured IT environments
• Professional workflows and full documentation access
• Flexible communication and clear processes
⸻
Ready to Join Us?
We are growing and need dependable partners who can grow with us.
If you’re motivated, technically skilled, and value reliability — we look forward to hearing from you!