Hourly rates

We offer different rates for various tasks to ensure fair and transparent pricing. The detailed list below helps you understand which rate applies to specific tasks, such as technician work, consulting, or cabling. Additionally, we clarify rates for services provided outside standard hours, including weekends, nights, and holidays. While it’s not possible to list every task in detail, this overview provides clear guidance to help you identify the applicable rates.

The rates listed are our default pricing. However, customers who sign up for an ICT support contract benefit from more favorable pricing for services performed during weekday daytime hours. This ensures cost-effective access to our expertise while maintaining high-quality support.

For all on-site interventions, additional traveling costs are applied to cover transportation expenses. These traveling costs are structured on a variable scale that takes into account both the time of day and the specific day of the week when the service is provided. During standard business hours, regular traveling rates apply, while premium rates are charged for evening, weekend, and holiday travel. For a breakdown of our traveling cost structure and to understand how these charges are calculated and billed based on your specific location, please click here to access our detailed travel cost documentation.

How tasks are billed by role

Cabling

The Cabling role covers all manual tasks related to the physical installation, maintenance, and troubleshooting of cabled infrastructures. This includes handling network cabling, mounting hardware, and ensuring connectivity through structured cabling solutions. Cabling staff do not perform configuration tasks, as this role is strictly hands-on and does not require a computer.

Network cabling installation & infrastructure

• Installation of copper network cabling (RJ45, Cat5, Cat5e, Cat6, Cat7, etc.)
• Installation of fiber optic cabling
• Network socket installation
• Cable duct installation for structured cabling
• Fiber splicing

Rack and patch panel work

• Installation and mounting of patch panels
• Rack mounting and installation
• Patch panel installation (fiber and copper)

Testing and troubleshooting

• Cable testing and troubleshooting using a cable tester
• Cable measurements and reporting

Hardware and device mounting

• Mounting of WiFi and DECT antennas
• Mounting of TVs, speakers, or cameras

Technician

The Technician role covers the installation, basic configuration, and maintenance of IT and telecommunication equipment. This includes mounting hardware, configuring networks, setting up users and devices, and performing Level 1 support. Technicians work both remotely and on-site, ensuring that IT and communication systems function properly. Their responsibilities bridge physical installation and initial software setup, but they do not handle complex engineering-level configurations.

Hardware installation and setup

• Mounting and installing switches, routers, and other network equipment in racks
• Installing desktop phones and headsets
• Patching and organizing cabling inside racks
• Installing and deploying printers, computers, and laptops
• Installation and configuration of UPS systems

Basic network configuration and maintenance

• Configuration of switches and Wi-Fi access points
• Assigning default IP addresses to devices
• Configuring VLANs and basic network settings
• Setting up internet access and router configurations
• Configuring multiple SSIDs on Wi-Fi networks
• Updating firmware on network devices: Wi-Fi access points, switches, routers

Telephony setup

• Configuration of DECT antennas and VoIP gateways
• Installing and configuring SIP trunks
• Updating firmware on telephony devices: Phones, VoIP gateways, DECT antennas
• Modifying call flows like IVR, time based routing rules and voicemail

Provisioning and configuration

• Provisioning of smartphones and Mobile Device Management (MDM) configurations
• Setting up new users and e-mail addresses
• Installing antivirus and standard software on computers
• Relocating and transferring IT and network equipment between facilities

Level 1 support and maintenance

• Providing Level 1 technical support via phone, ticket system, or on-site intervention
• Troubleshooting and resolving network, telephony, and IT issues

Engineer

The Engineer role covers advanced network, system, and cloud infrastructure design, implementation, and troubleshooting. Engineers handle complex configurations for firewalls, servers, and virtualized environments, ensuring high availability, security, and scalability. They are responsible for designing and maintaining inter-site connectivity, managing cloud platforms, and providing Level 2 support for escalated technical issues. Engineers also fine-tune security policies, optimize performance, and ensure infrastructure reliability.

Network and security

• Deploying, configuring, and updating firewalls to ensure network security
• Designing and implementing redundant network setups for failover protection
• Configuring and optimizing dynamic routing protocols such as BGP and OSPF
• Establishing and maintaining inter-site connectivity using MPLS and VPN solutions
• Monitoring network performance and optimizing traffic flow for efficiency
• Implementing and fine-tuning DDoS protection strategies to mitigate attacks

Advanced telephony configurations

• Configuration and maintenance of Microsoft Teams
• Setup of CRM integrations
• TAPI configuration and support
• Tempus configuration of the Voxbi cloud PBX

Server and virtualization management

• Installing, managing, and maintaining Windows Server environments
• Configuring and administering Linux-based servers for various workloads
• Managing and optimizing virtualized environments, including VMware and Proxmox
• Deploying and maintaining enterprise storage solutions, including SAN and NAS

Cloud services and automation

• Deploying, configuring, and managing public cloud environments on Azure or AWS
• Automating infrastructure tasks using tools like Ansible, PowerShell, or Python
• Monitoring and optimizing cloud resource usage for cost efficiency
• Managing identity and access controls (IAM) for cloud services

Advanced IT management

• Configuration of Microsoft Active Directory
• Implementing SSO (Single Sign-On)
• Setup of Microsoft SQL server or any other relational database
• Installation of third party software
• Designing and managing backup and backup recovery strategies

Advanced support and troubleshooting

• Providing Level 2 support for escalated technical issues in networks and systems
• Diagnosing and resolving complex system, network, and security issues
• Hardening system and network security to comply with industry best practices
• Managing and optimizing databases to improve performance and reliability
• Developing and configuring integrations between IT systems using APIs

Consultant

The Consultant role focuses on providing expert advice, strategy, and planning for IT, telecommunications, and network infrastructure. Consultants assess business needs, design tailored solutions, and guide customers in optimizing their technology investments. Their work involves high-level planning rather than hands-on technical execution, helping businesses make informed decisions on IT architecture, security, and digital transformation. Additionally, consultants assist in procurement processes by writing RFPs, evaluating proposals, and analyzing competitor quotes in a neutral and factual manner to ensure the best-fit solutions for customers.

IT and infrastructure strategy

• Assessing business IT needs and recommending solutions
• Designing IT infrastructure roadmaps for scalability and efficiency
• Advising on cloud migration strategies and best practices
• Evaluating and recommending security frameworks and compliance measures
• Planning disaster recovery and business continuity strategies
• Writing and structuring RFPs (Requests for Proposals) for IT and telecom projects
• Evaluating vendor proposals and ensuring compliance with business requirements
• Analyzing competitor quotes objectively to help customers make informed decisions

Telecom and network consulting

• Analyzing network performance and recommending improvements
• Designing enterprise-level VoIP and unified communications solutions
• Assisting in vendor selection and procurement of telecom solutions

Process optimization and digital transformation

• Streamlining IT processes and improving operational efficiency
• Evaluating automation opportunities for IT workflows
• Consulting on hybrid and remote work solutions
• Advising on software integration and interoperability
• Providing guidance on IT governance and compliance

Training and knowledge transfer

• Conducting workshops on IT best practices and security awareness
• Providing executive-level consulting on technology adoption
• Training IT teams on new technologies and implementations

Compliance

The Compliance role is designed to support existing customers in navigating the complex landscape of security and regulatory frameworks. With the increasing importance of standards such as PSF, GDPR, NIS2, DORA, ISO 27001, and ISO 27017, businesses often require additional information or documentation to meet their compliance obligations. While we provide a extensive Compliance FAQ to address all inquiries, some customers need assistance in completing their documentation or meeting specific regulatory requirements. Additionally, customers conducting penetration tests (pentests) may require our involvement. While self-initiated tests do not incur charges, any technical support, coordination, or analysis provided by our team is billable.

Regulatory and compliance support

• Providing information on security and compliance standards (GDPR, NIS2, ISO, etc.)
• Assisting customers in understanding their compliance obligations
• Reviewing security requirements related to regulatory frameworks

Documentation and customer requests

• Filling out security and compliance questionnaires upon customer request
• Assisting in responding to audits or security assessments
• Reviewing and validating security documentation for compliance alignment

Penetration testing and security assessments

• Allowing customers to conduct penetration tests on our cloud infrastructure
• Providing support, coordination, or technical assistance for penetration tests (billable)
• Assisting with vulnerability analysis and compliance reporting when required