No request gets lost
A colleague writes by email — the request is logged, prioritised, routed to the right specialist and tracked until it is resolved. You can see who is waiting for what at any moment.
IT support for companies
IT is ourjob.
When a computer, printer or the network goes down, your people know who to write to, and you can see who holds every request. Response times are written into the contract.
No obligation · We reply within 24 hours
Part of the Onyx product family — built in Azerbaijan, supported by a team in Baku
01 / 08
Sound familiar?
In growing teams, IT support often becomes an invisible but expensive burden.
- 01
Work stops
People wait hours, sometimes days, for simple problems to be fixed. Every minute is lost productivity.
- 02
Requests get lost
Requests vanish in chats, emails and hallway conversations. Nobody tracks who did what.
- 03
Everything hangs on one person
One or two in-house IT people carry the entire load. When they go on leave, support stops.
- 04
Costs are unpredictable
Headcount, tool licences and unexpected breakdowns eat the budget — and the outcome is still unpredictable.
02 / 08
One partner. All of your IT support.
ONYX runs your support service end to end: it receives your people's requests, resolves them and shows you the work done in reports. Everything on a single platform.
All equipment on record
All equipment, licences and contracts in one register: which computer is with whom, when a licence or warranty ends, which system depends on which — all at a glance.
Faults don't wait
Your network and devices are monitored live. The moment a problem appears a ticket is opened automatically — we are already working on it before you notice.
03 / 08
What changes for management
Technical detail is not your job. What you need is results, control and transparency.
Commitment, not talk
Response and resolution times are written into the contract and differ by priority: a server that is down and a printing problem do not wait in the same queue.
Everything is visible
You see in reports how many requests came in, how fast and with what result they were resolved. At month end the actual rate of commitments met is there too.
A service, not headcount
Requests are answered by ONYX engineers, and we carry the commitment on response time.
Your data is protected
Each customer's data is strictly isolated. Who may see what is defined by roles, and every change is logged.
One address
Ticketing, assets, monitoring and a knowledge base on one platform, with one partner. The question "who was supposed to do this?" never comes up.
A local team
A team in Baku, in your time zone. In Azerbaijani, English and Russian.
Includedrequest logging and SLA control · approval steps · notifications · equipment, licence and contract register · network and device monitoring · knowledge base · reports
04 / 08
How we start
Three steps. Without stopping day-to-day work.
Intro conversation
We talk with you, understand where you are today and what you need, and choose the right support model together.
Setup
We set the system up for your company: users, categories, SLA rules, notifications. A standard setup takes one to two weeks.
We work, you see
We run the support — requests, monitoring, reports. You get on with your own work.
05 / 08
Why ONYX?
A local partner who understands your business.
- A team in Baku — in your language, in your time zone
- Part of the Onyx product family — the platform is built in Azerbaijan
- Your company's data is kept in a separate, protected space
- Simple for your people: they write an email as before and the request is logged on its own
06 / 08
Two ways. The choice is yours.
Hand IT support over to us
Requests are answered by ONYX engineers, and the SLA commitment is ours.
IT support outsourcing: you see the results and the reports.
Request a consultationHave your own IT team?
Your own IT team receives the requests; we provide the system and its support.
Start on the free plan, set up your own support desk and expand when you need to — you can move to our managed service at any time.
Start freeYou can switch models at any time — your data stays in the same place.
07 / 08
Frequently asked questions
What management asks most before deciding.
Keep an in-house IT person or hand support to ONYX — what is the difference?
One or two in-house IT people carry the entire load, and when they go on leave support stops. At ONYX a team handles the requests, every step is logged and response and resolution times are written into the contract. If you have your own IT team you can also run the platform yourself: your team receives the requests, and we provide the system and its support.
IT is not my field. How do I check that the work is going well?
In reports you see how many requests came in, how fast and with what result they were resolved; at month end the actual rate of commitments met is there as well. Who owns each request and its deadline is visible at any moment too.
What does the response time in the contract mean in practice?
The contract states two times: first response (how long after a request arrives a real engineer looks at it) and resolution time. The times differ by priority — a server that is down and a printing problem do not wait in the same queue. The system runs each request's timer automatically, warns you as a breach approaches, and at month end the actual compliance rate shows up in the report.
How is our company's data protected?
Each company is a separate space in the system and its data is isolated at query level — your people see only your company's requests, equipment and monitoring data. Permissions are role-based and every change goes into the audit trail. If you have your own internal IT team, its internal queue is never visible to our engineers — only requests it escalates reach us.
How long does it take to start? Will work stop?
A standard setup takes one to two weeks: users and categories, SLA rules, notifications and email integration. If your equipment list is ready, importing it into the system is a matter of a few hours. Monitoring is usually the last step and does not interrupt day-to-day work.
Will our people have to learn new software?
Hardly at all. Your existing support address (for example support@company.com) is forwarded into the system: every email sent to it becomes a request automatically, and nothing changes for your people. We migrate open requests; during the transition the old and new channels can run in parallel.
Start with one conversation
Let's talk
We listen to your situation and propose the right solution — with no obligation.
Fill in the form — we'll get back to you within 24 hours.