IT Support Services
On-site and remote technical support, network infrastructure, backup and disaster recovery - professional IT services for the digital backbone of your business.
// What Is IT Support?
IT support covers the setup, monitoring and troubleshooting of computers, servers, networks and software infrastructure. Zep Bilisim provides remote and on-site support to SMEs in the UK and Turkey seven days a week, including network installation, encrypted backups and hardware consultancy.
// Why IT Support Is Critical
More than 90% of today's businesses depend on digital systems. When email goes down, communication stops; when a server crashes, e-commerce losses pile up; when backups fail, years of data can disappear in an instant. "When IT stops, business stops" is no longer a cliché but a hard truth. That's why a reliable IT support partner is indispensable for modern businesses.
At Zep Bilisim we work with a proactive support philosophy. Not "call when something breaks" but "let's solve it before you notice." We monitor your systems seven days a week, apply updates on time and catch potential risks early. Our clients don't experience the disruption and stress of unexpected IT outages.
We're a UK-based company with an Istanbul office, and our remote support reaches businesses across Turkey and the UK. For emergencies in Istanbul and surrounding provinces we provide on-site service, and we offer fast remote resolutions for other regions. From 2-99 person SMBs to organizations with 500+ employees, we've worked at every scale.
// Our IT Support Services
Professional solutions for every layer of your IT.
Remote Technical Support
With secure remote tools (AnyDesk, TeamViewer) we resolve most issues in minutes. Seven-days-a-week active line, average 2-hour response time SLA.
On-site IT Service
On-site response across Istanbul's European and Anatolian sides. Hardware replacement, cabling, new device setup and complex troubleshooting.
Network Setup
Enterprise network design, WiFi 6 solutions, firewall configuration, VPN setup, cabling, rack mounting and VLAN segmentation.
Backup & Recovery
Automated backup systems (3-2-1 rule), cloud backups, disaster recovery planning and data restoration.
Security Management
Antivirus management, firewall configuration, penetration testing, security audits and KVKK/GDPR-compliant data security infrastructure.
// Network Infrastructure and Security
Solid network infrastructure is the foundation of efficient business operations. Speed, stability and security form a triangle - compromise on one and the others suffer. We keep that triangle balanced. We work with industry-standard equipment from Cisco, MikroTik, UniFi, Juniper, Fortinet and Sophos.
Our network services include structured cabling (Cat6/Cat6a/fiber), switch and router configuration, VLAN segmentation, WiFi 6/6E deployment (UniFi, Aruba, Cisco Meraki), firewall configuration (next-gen firewalls with intrusion detection), site-to-site VPN (WireGuard, IPSec), remote access VPN, SD-WAN solutions, QoS policies, VoIP infrastructure and network monitoring (PRTG, Zabbix, LibreNMS).
// Our IT Support Plans
Flexible plans matched to your business size.
Starter Plan
For small offices of 5-15 people. Remote support, email support, 2 hours of on-site service monthly, basic backup monitoring.
- Support during business hours
- Monthly site visit
- Basic security monitoring
Professional Plan
For offices of 15-50. Extended remote support, 8 hours of on-site service monthly, backup automation.
- Seven-day emergency hotline
- Weekly health report
- Proactive monitoring
Enterprise Plan
For organizations of 50+. Full-service IT management, a dedicated engineer, unlimited on-site service, 24/7 SLA.
- Dedicated account manager
- SLA guarantee
- Disaster recovery plan
// Our Process
Our fast, professional response method.
Ticket Intake and Prioritization
Support requests arrive by phone, email or our portal. Tickets are prioritized (P1-P4) by criticality. P1 emergencies get a response in 30 minutes.
Remote Diagnostics and Resolution
We respond via secure remote connection. Software issues, misconfigurations and common problems are resolved here (75% of cases).
On-site Response
Hardware issues, physical installations or complex problems get an on-site visit. Same-day service across Istanbul.
Test and Verification
After resolution the system is verified under normal conditions. Preventive measures are added and documented to avoid recurrence.
Reporting and Prevention
Each ticket gets a detailed report. Proactive improvement recommendations are issued to prevent similar issues.
// SLA and Response Times
SLA (Service Level Agreement) is a must in professional IT support. "Seven-days-a-week support" is a marketing slogan but the real questions are: "How fast do I get a response? How quickly is it resolved? Is there a guarantee?" Our SLA covers these categories.
P1 - Critical (Business Stoppage)
Server crash, email system inaccessible, full network outage, ransomware attack. Response: 30 minutes, Average resolution: 2 hours. Seven days a week, including weekends and holidays.
P2 - High (Functional Loss)
Issues affecting a specific application or user group. Printer issues, individual email problems, slowness. Response: 2 hours, Average resolution: 8 hours (business hours).
P3 - Medium (Partial Impact)
Issues that affect a single user but don't stop workflow. New user creation, software install, small config changes. Response: 4 hours, Average resolution: 1 business day.
P4 - Low (Request)
Training requests, improvement suggestions, information queries. Response: 8 hours, Average resolution: 3 business days.
// Preventive Maintenance and Proactive Monitoring
Reactive support - "call when it breaks" - is costly and stressful. Proactive monitoring is the foundation of modern IT management. Our Pro and Enterprise plans monitor your servers, network devices and critical applications seven days a week.
Our monitoring covers CPU, RAM, disk and network usage in real time, service status and port monitoring, SSL expiry alerts, log analysis and anomaly detection, backup success/failure notifications, security events and failed logins, plus disk space trend analysis with early warning. When an anomaly is detected we act first - the issue is resolved before you notice.
Our monthly health report shares the overall state of your infrastructure in visual charts: uptime, tickets resolved, critical updates and recommended improvements. These reports are valuable for IT budget planning and management updates.
// Frequently Asked Questions
Yes. We provide emergency support for critical systems on weekends and public holidays. Pro and Enterprise plans include a dedicated WhatsApp and phone line. Response times are SLA-guaranteed: 30 min for P1, 2h for P2, 4h for P3.
Absolutely. Our clients range from 5-person offices to organizations of 500+. Our Starter plan is optimized for small offices and is budget-friendly.
On-site service covers all of Istanbul (European and Anatolian sides). We also serve nearby provinces (Kocaeli, Bursa, Tekirdağ) on-site with possible extra fees. Other regions are supported remotely at the same quality.
Yes. We supply servers, switches, routers, firewalls and UPS units as needed, and we handle setup and configuration. Through our digital licensing service we also supply the required software licenses.
Yes. We are experienced in building KVKK and GDPR-compliant data infrastructure - authorization, access logs, data encryption and required technical measures. We also support ISO 27001 compliance.
Contact us immediately - we have an emergency response procedure for ransomware and malware. System isolation, virus cleanup, restore from backup and vulnerability assessment begin within 24 hours. We follow up with incident reports and preventive measures.
Systems that have lost Microsoft support carry serious security risks. We prepare a migration plan, identify new hardware and licensing needs and carry out the transition with minimal downtime. We also handle data migration and legacy app compatibility.
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Digital Licensing
Microsoft 365, Windows Server, antivirus and enterprise software licenses - the licensing needs of your IT infrastructure.
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View Details →// Cybersecurity and Ransomware Protection
Ransomware attacks have exploded in recent years. More than 40% of Turkish SMBs have been hit by at least one cyber attack; most of these ended with critical data loss. Average ransom demands range from $50,000 to $500,000 - and paying does not guarantee data recovery. Preventive security layers are far cheaper than the ransom you'd pay.
Our multi-layered security approach: endpoint protection (Bitdefender, ESET, Sophos Intercept X), next-gen firewall with IDS, email security gateway (phishing protection), DNS security filtering, mandatory MFA, regular patch management, segmented network architecture, privilege escalation prevention policies, air-gapped backups (3-2-1 rule) and regular incident response drills.
We also deliver cybersecurity awareness training for your employees - because 85% of attacks start from human error. Phishing simulations, password policies and social-engineering awareness sessions are part of our offering.
This page was last updated on July 7, 2026.