Managed IT support in Moldova, run by engineers under a written SLA

A setup we see often: headquarters abroad, an office or a development center in Moldova, and nobody local who owns the IT. The HQ IT team is several time zones away. When the VPN to HQ drops at 9 a.m. local time, someone needs to be on it before HQ wakes up.

Local companies usually call us when the in-house admin has quit with the passwords, or when backups "are running" but nobody has ever restored one.

If you have five laptops and email in the cloud, a monthly contract is overkill. Hourly work from 5 hours will do.

We don't sell fixed packages, because two 30-seat offices rarely need the same amount of work. Scope and price are set individually after an audit of your infrastructure: what we'll look after, how many seats and servers you have, whether you run 1C or UNA, which systems need 24/7 coverage, and what SLA you need. The price and scope go into the contract. As a reference point, support starts from €150 per month, excluding VAT.

What support includes

• Helpdesk, tiers 1 and 2. Passwords, access, printers, email, office software, odd failures. Requests come in by email, phone, Telegram bot or portal, and each ticket shows its SLA timer.
• Monitoring. Servers, network, internet links, databases and 1C under Zabbix, Grafana or Prometheus. The on-call engineer gets the alert before your staff notice.
• Scheduled patching for Windows and Linux, in an agreed window, with rollback.
• Backups that are tested. 3-2-1 scheme, an off-site copy, regular test restores with a written result.
• Identity and email. Active Directory, Entra ID, Microsoft 365, MFA. When someone leaves, all their access is revoked in one step.
• Network. Routers, firewalls, Wi-Fi, site-to-site VPN to headquarters and remote access for staff.
• 24/7 on-call for critical services: email, 1C, UNA, POS, website, VPN.
• Documentation. Network diagram, a record for every server, a change log of the whole infrastructure. You own all of it.
• Monthly report. Incidents, planned work, new risks, recommendations. Once a quarter, a review with the CEO or CFO.

Quoted separately

Larger projects such as an office move, a Microsoft 365 migration, a new server or cluster, or CCTV for a new site. Hardware and licenses are also billed separately. We don't program 1C or UNA configurations, though we work side by side with your developers. Small projects are covered up to the hours set in the contract.

Tier 1 works Monday to Friday, 09:00–18:00 Chișinău time (EET/EEST); incidents from clients under support are handled 24/7. Planned maintenance runs at night so the office keeps working. P1 incidents have a dedicated phone line.

About 80% of the work is remote. When someone needs to be on site, we come out in Chișinău on request and reach Bălți, Orhei, Comrat, Ungheni and Cahul the same day. For offices in Romania, Ukraine and the EU we work remotely and through partners.

Networks are handled by a network engineer, 1C and UNA servers by a database specialist, security by a security engineer. One person's vacation doesn't stall your tickets.

Credentials for your systems live in a corporate password manager with MFA and an audit log, and only the engineers on your account can open them. Engineers' machines are encrypted and run EDR. We sign an NDA before the first technical conversation, and a data processing agreement is available for GDPR and Moldovan Law 195/2024.

Client websites and services under support run on the Garm group's own infrastructure, behind Garm WAF, watched by the on-call shift and backed up every night. On that platform we apply the updates and close vulnerabilities ourselves. If a service moves to the client's own servers, updates and security move to the client, and the contract says so. We don't sell hosting on its own; it comes as part of support.

We don't show up for an outage and vanish until the next one. A support contract is meant to run for years, and the work has three layers.

First we put in place what the audit found missing: MFA, tested backups, monitoring, documentation. Then we run it: tickets, patching, on-call. And we keep improving it. The monthly report includes recommendations as well as incidents, and the quarterly review with leadership sets the plan for the months ahead: which server is due for replacement, where the internet link is maxed out, what a new branch will need.

That's how it went with a regional chain of building supply stores. In year one we moved 1C to the cloud and designed a standard store network, so when the client opened a third store, it went live from a ready checklist. We do better when your business grows and your infrastructure stays up: there's more meaningful work for us and a longer horizon for both sides.

One rule matters most: don't cancel the old contract until the new team has the credentials and has checked the backups.

• Intro call, 30–60 minutes. Online or at your office. Key systems, what broke in the past year, your current contract and its notice period. We sign an NDA.
• Audit, 1–2 weeks. Hardware, servers, network, backups, security, 1C/UNA, licenses. You get a risk map with priorities, and it stays with you even if you go with someone else. The audit starts from €800.
• Plan and contract. What we fix right away, in the first month, in the first quarter. SLA, channels and price go into the contract.
• Handover, 2–4 weeks. The current provider hands over passwords, admin accounts, domain and DNS access, licenses, diagrams and incident history. We move everything into the password manager, connect our monitoring and ticketing, and tell your staff where to send requests.
• First three months. Critical risks from the audit are closed in month one; by the end of month three the infrastructure is in order. Then it's routine work and monthly reports.

It works the other way too. If you decide to leave, the contract ends with 30–60 days' notice, and during that time we hand passwords, documentation, diagrams and open tasks to you or the next provider. There are no scripts that "only we understand."

We don't name clients: saying whose infrastructure we hold would make them, and us, a target. Two anonymized examples from international setups.

Multinational corporation, US + EU + Asia. Over 1,500 employees in seven locations across three continents, including Moldova and Romania. Microsoft 365 licensed by role instead of "top plan for everyone," a FortiGate in every office managed through FortiManager and FortiAnalyzer, UniFi Wi-Fi with one profile everywhere, DLP, and a 24/7 SOC run together with the client's security team. Case study

Travel agency network, Moldova + Romania. Five branches, 60 concurrent users, servers moved to our cloud: Active Directory, a three-node RDS farm behind Connection Broker, Zero Trust VPN, web access with 2FA, and SIEM on every server. Case study