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24/7 Support

An outage at three in the morning, a critical application going down over the weekend: for organizations with business-critical environments, office hours are no longer a meaningful boundary. With 24/7 support from E-mergo, you know someone is always keeping watch.

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Why 24/7 support

24/7 support means your support desk is reachable day and night for incidents, outages, and urgent questions, regardless of the time. Where regular support runs during office hours, 24/7 support ensures critical issues are picked up immediately in the evenings, at night, and on weekends too. This falls under our Enterprise package and is always laid down in an SLA (Service Level Agreement).

At E-mergo, this applies to your entire platform: from Qlik and Power BI to Databricks, Snowflake, Mendix, Power Platform, Azure, and Microsoft Fabric. One point of contact, regardless of which technology causes the outage. This is especially suitable for organizations with large numbers of users (we support environments with more than 150,000 users), companies with critical reports or processes outside office hours, and organizations in sectors with continuous operations.

Our approach

  1. 1

    Step

    We map out your environment, critical processes, and desired response times.

  2. 2

    Step

    We document response times, escalation paths, and coverage per technology in a clear agreement.

  3. 3

    Step

    Load processes, integrations, and environments are proactively monitored.

  4. 4

    Step

    When an incident is reported, our support desk handles it according to the agreed SLA, even outside office hours.

  5. 5

    Step

    We discuss performance, risks, and improvement opportunities together.

What does 24/7 support deliver?

Always reachable

You always have a point of contact, even at night and on weekends.

Less downtime

You prevent prolonged outages of critical reports and processes.

One point of contact

You don't have to switch between different suppliers per technology.

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Clear agreements

You clearly document response times and responsibilities in an SLA.

Continuous insight

You build a stable, secure environment through continuous monitoring.

Get started

Want to know if 24/7 support fits your organization and which SLA agreements go with it? Get in touch and we'll gladly think along with you, no strings attached.

FAQ

  • Which technologies do you offer 24/7 support for?

    We offer 24/7 support for Azure, Microsoft Fabric, Power BI, Databricks, Qlik, Snowflake, Power Platform (including Power Apps), and Mendix. Regardless of which platform is affected, you have one point of contact.

  • Is 24/7 support suitable for every organization?

    24/7 support is part of our Enterprise package and is mainly intended for organizations with large numbers of users or business-critical processes. For smaller environments, we also offer Basic and Business support packages during office hours.

  • How quickly does the support desk respond to a report outside office hours?

    We document response times in a tailored SLA, aligned with the urgency of your environment and processes.