SoftlineCare:
Holistic protection for your IT

 

// Companies with limited IT resources

When internal capacities are scarce or specialist knowledge is lacking, SoftlineCare takes over.

 

// Medium-sized companies that need professional IT operations

Predictable costs, clear SLAs, stable operations, and reduced downtime.

 

// Large organizations with complex IT structures

Scalable integration into existing processes, relief for internal IT departments.

 

// Companies with increased security requirements

Continuous monitoring, patch management, security standards, and risk minimization.

 

// IT teams that want to focus on strategic tasks

Routine tasks are outsourced → Focus on innovation instead of troubleshooting.

 

// Companies that need to avoid downtime

Proactive work instead of reactive action: Problems are identified before they affect operations.

Softline does not offer pure “firefighting support,” but rather a proactive (managed) service that includes monitoring, maintenance, optimization, and incident management.

Unlike outsourcing, you retain control—Softline acts as an extended IT unit with clearly defined SLAs, reporting structures, and technical advice from a Technical Account Manager (TAM).

Our SLAs are tailored to your individual requirements. Typical response times range from 30 minutes to NBD (Next Business Day), depending on priority.

We define clear resolution targets and offer monthly SLA reporting to transparently track performance, ticket volume, and recovery times.

We use established enterprise tools—including Microsoft Azure Monitor, Intune, Defender, Sentinel, and ServiceNow-based platforms—for real-time monitoring and automated ticket generation.

Upon request, customers receive dashboard access to view key figures on availability, system status, and service quality in real time.

Our service packages are modular in design. You can flexibly adjust hourly quotas, add-ons, or 24/7 support—even at short notice.

We also offer monthly T&M (Time & Material) models if your needs fluctuate depending on the project or season.

All services are GDPR-compliant and based on ISO 27001, ITIL v4 and, depending on the industry, also on BSI or NIS2 requirements.

Softline works exclusively with certified data centers in the EU and offers optional security health checks for ongoing compliance verification.

Yes. We deliberately use a co-managed model that specifically reduces the workload on internal IT departments.

We define clear responsibilities (e.g., Softline = monitoring and incident management, customer = change management) so that your teams can continue to work strategically.

The TAM is your strategic contact person. They know your environment, coordinate service activities, analyze reports, and derive optimizations.

Through regular review meetings, they ensure that your service level, security policies, and IT roadmap are consistently aligned.

• 24/7 support: Round-the-clock availability, including weekends and holidays (optional for each hourly quota)
• Service packages (selected health checks, assessments, and workshops): Regular checks of your M365, Azure, security, or virtualization environment with recommendations for action (50% discount starting with SoftlineCare M – 200 hours)
• Technical Account Manager (TAM): Your dedicated contact person (included starting with SoftlineCare L – 500 hours)