Helpdesk and 24/7 Support
We provide continuous 24/7 IT support and helpdesk services designed to protect the continuity of your operations at the most critical moments. Our support is built for high‑load environments where any downtime directly impacts revenue, customer experience, and brand reputation.
The service can be used as a standalone offering or combined with Datapac solutions — from POS systems and kiosks to payment and fiscal systems, analytics, and back‑office applications.
Support is available 24 hours a day, 7 days a week across five Central European countries: Slovakia, the Czech Republic, Hungary, Slovenia, and Romania.
Technical support goes beyond incident resolution and also includes prevention, monitoring, and continuous learning from everyday system usage.
Key Benefits for Your Business
Single point of contact
Customers have one contact point for the entire solution — software, hardware, payments, fiscalization, and third‑party integrations. This eliminates responsibility fragmentation and significantly shortens incident resolution times.
Phone, e‑mail, web, and ticketing system.
24/7 availability for critical operations
Our support is designed for continuously operating environments such as fuel stations, retail networks, and self‑service solutions where downtime is not an option.
Multi‑country support model
A centrally managed helpdesk combined with local on‑site support in five countries enables rapid response and physical intervention directly on site.
Proven SLA and high resolution success rate
Incidents are handled according to clearly defined priorities and SLA scenarios. We achieve a high First Call Resolution rate, with the primary goal of resolving issues during the first interaction.
24/7 ticketing system
All requests are logged in a transparent ticketing system, providing clear visibility into request status, frequency, and SLA reporting.
Multi‑level support model for maximum operational stability
To ensure fast response times, clearly defined responsibility, and efficient incident resolution, we use a structured multi‑level support model consisting of L1, L2, and L3. Each level has precisely defined responsibilities, competencies, and escalation rules.
This model enables immediate handling of standard requests, resolution of complex technical issues using specialized expertise, and effective management of critical incidents at the product level. The result is minimized downtime, transparent communication, and high operational reliability across all supported systems and locations.
L1 – First‑level support
L1 represents the first technical point of contact, handling incidents immediately after they are reported. It provides basic diagnostics, resolves standard issues, and maintains communication with the customer throughout the entire incident lifecycle.
This level focuses on rapid operational stabilization, incident classification based on severity, and escalation in cases where deeper technical expertise is required.
L2 – Advanced technical support
L2 provides detailed technical analysis and resolves more complex incidents that cannot be addressed at the first level of support. This level is handled by specialists with expertise in applications, integrations, payments, fiscal modules, and operational systems.
The L2 team focuses on in‑depth diagnostics, system configuration, configuration adjustments, and ensuring the long‑term stability of delivered solutions.
L3 – Expert and product support
L3 represents the highest level of technical support, engaged in cases of critical or recurring issues with a significant impact on operations. The team focuses on root‑cause analysis, product‑level interventions, and close collaboration with development teams and technology partners.
Frequently Asked Questions
Can the service be ordered as a standalone offering?
What systems and technologies do you support?
In which countries is support available?
How does communication with support work?
Does Datapac have its own technical teams?
Do you also provide on‑site interventions?