Our services cover monitoring, diagnosing and resolving technical issues, as well as software updates, backup management and remote or on-site support as required.

Preventive maintenance aims to anticipate problems, carries out updates systematically to avoid failures. Corrective maintenance, in turn, is carried out after identifying a problem or breakdown, focusing on repairing the system.

Punctual Assistance is a non-recurring technical intervention service, ideal for specific situations or emergencies. It does not imply an ongoing contract and offers fast and effective support whenever a specific technical need arises. In these cases our hourly cost is €42.50 + VAT.

Our response to requests is based on the following configuration of “Response and Resolution Times” classified by Criticality. The concept “response time” refers to the period between the moment the customer opens a request or incident and the moment Buzina responds, while “resolution time” refers to the total time required to resolve the problem or respond to the request.

• High Priority (Urgent/Critical) – serious impact on the business:
  • Response time: 30-60 minutes.
  • Resolution time: 4-8 hours.
• Medium Priority – moderate impact on the business:
  • Response time: 2-4 hours.
  • Resolution time: 1-2 business days.
• Low Priority – minimal impact on the business:
  • Response time: 6-8 hours.
  • Resolution time: 3-5 business days.

Technical support is provided every working day between 9:00 am and 6:30 pm and the interventions indicated in this context respect the “Response and Resolution Times” described in the section above “How long does it take to respond after reporting a technical problem?”

You can contact us by sending a ticket (button in the footer), via email suporte.tecnico@buzina.pt, contact forms on our platforms, via whastapp or visit our offices.

We offer both types of support. Whenever possible, we prioritize remote assistance for faster resolution, but, if necessary, we send technicians to the site to resolve more complex problems (which may incur additional costs).

The ideal frequency varies depending on the type of systems and your company’s operating environment. In general, we recommend quarterly or semi-annual preventive maintenance to ensure stable and safe system performance.