What to check before signing an IT support contract in Tbilisi
- A service level agreement with response times. F1 makes an SLA a core part of its outsourcing contract, ITConnect agrees a response time under each of its engagement models, and UGT publishes its SLA.
- How requests are logged. A ticket system gives you a record of every fault and how long it took to close. F1 logs each request with detailed reports, ITConnect’s client portal shows open tasks and deadlines, and SkyHi runs a portal for tickets and incidents.
- An audit at the start. Techservice begins with an IT audit and an inventory of every device, F1’s five-stage onboarding standardises the client’s infrastructure, and Digitech’s free consultation includes a health check with a risk report.
- Remote fixes and office visits. Techservice resolves over 80% of daily requests remotely at first contact and F1 more than 80% of tasks. Ask how soon a technician reaches your office when a fault needs hands-on work.
- Admin access and documentation. Keep administrator passwords, software licences and domain accounts registered to your own company, and ask for written network documentation, so you can change provider without losing control of your systems.
IT support costs in Tbilisi
F1 publishes its remote support prices task by task. On a Windows PC, a basic software fault fix costs 30 GEL, email client setup 20 GEL and virus removal with optimisation 40 GEL, while a software fault fix on a Mac costs 80 GEL. A 15-minute consultation is 20 GEL, and basic VPN, Wi-Fi router or office network work is 50 GEL, rising to 100 GEL for the advanced versions. Each extra email client or printer after the first is charged at a 50% discount.
For an ongoing outsourcing contract, F1 prices by organisation size, system complexity and SLA level, and gives four sample monthly models at 500, 1,000, 2,000 and 5,000 GEL, running from an office of 3 to 5 staff to an organisation of 50 to 100+ staff with branches across Georgia. Helpdesk estimates a monthly fee online from the number of computers, printers and servers you run, and Digitech opens with a free consultation and infrastructure health check.
Types of IT support company in Tbilisi
Infrastructure integrators. UGT (founded 1997) and IT Tech (founded 2011) supply and run infrastructure for large organisations as well as selling outsourcing. UGT holds HPE Platinum and Dell Titanium partner status, and IT Tech’s projects include 11,000 tablet computers for the National Statistics Office of Georgia. They suit offices that buy servers, security systems and hardware from the same firm that supports them.
Managed support firms. LiveSupport, Techservice, Helpdesk, SkyHi, Digitech, IT Craft and F1 take over an office’s everyday IT on contract. LiveSupport gives each client a Personal IT Manager, SkyHi sells four packaged plans, IT Craft counts more than 200 small and medium-sized clients and hosts virtual servers in its own infrastructure, and F1 also sells remote fixes per task.
Hotel IT. ITConnect sets up OPERA PMS, Micros and Simphony, check-in kiosks and IPTV, and has worked for IBIS Tbilisi Airport and Accor group hotels. Its level 2 and 3 support model also suits a company that already employs its own IT staff.
