A single point of contact for all IT incidents at your subsidiary in Mexico. 24/7/365 support provided by human agents in each user’s language, structured escalation from L1 to L3, and contractually guaranteed service levels ( SLA ). We operate as the local extension of your corporate IT team—with no intermediary call center, no machine translation, and no time zone discrepancies.
![[interface] screenshot of core features (for an AI legal tech company)](https://cdn.prod.website-files.com/6a0029a6f31182220001f475/6a318c5d0be5b98e75bca335_6a31807015e1f99211414897_Keptos%2520bilingual%2520Team.jpeg)
A single point of contact 24/7/365: phone, email, chat, and online portal—with no cut-off times or transfers to third parties
Native trilingual agents: Each user is assisted in their own language, without machine translation or being transferred to another country
SLA contractually committed, measured, and reported every mes, not just promised
Mandatory identity verification before any restoration of access
Fewer recurring issues thanks to monthly root-cause analysis, not just ticket closure
What changes for your organization when support stops being a gamble and becomes a measured process.
Your company's custom runbook, created during onboarding: critical applications, internal procedures, escalation contacts, and access rules
Priority matrix P1-P4 agreed upon with you, with different response and resolution times based on impact level—not a single " SLA " for everything
Monthly Executive Report: Compliance with SLA, First-Contact Resolution, Post-Ticket Satisfaction, Recurring Incidents, and Reduction Plan
A service that's been documented from day one—not just a promise of availability.
Behind every ticket is a person who needs to get back to work. Our agents are familiar with your company, your applications, and your context—they don't just read from a generic script.
A help desk isn't judged by its advertised availability, but by what happens on the day something breaks. That's why we build our service before we even receive the first ticket.
During the onboarding process, we take inventory of equipment, applications, and access points, and draft a runbook specific to your company: which applications are critical and at what times, who authorizes what, who to escalate to outside of business hours, and which internal procedures must be followed. Without this preliminary work, any help desk will respond quickly but resolve issues poorly.
Each ticket is classified within a priority matrix agreed upon with you, based on actual impact and urgency. A user who can’t print and a halted production line are not the same issue, and they don’t warrant the same treatment. Escalation from L1 to L2 and from L2 to L3 is triggered by elapsed time, not by an agent’s decision: no one has to remember to ask for help.
All of our agents are native speakers of Spanish, English, and French. Your on-site representative speaks Spanish, your CFO writes in French, and your parent company reports in English: all three receive the same high-quality service, without machine translation or being transferred to a call center in another country.
The help desk is now one of the preferred entry points for attackers. The technique is simple: call late in the day, impersonate a busy executive, and demand that access be restored. That’s why every request for access restoration goes through an identity verification process defined in consultation with you, and our agents have explicit instructions not to give in to pressure from higher-ups. It’s a deliberate friction point.
Every mes we review recurring issues and identify their root causes. The same problem that resurfaces twelve times isn’t twelve tickets resolved successfully—it’s a problem that hasn’t been properly resolved. The monthly executive report details compliance with SLA, first-contact resolution rates, user satisfaction, and the plan to reduce recurring issues.
We’ve been active in this market since 1996. We operate in the language of local users and report in the language of corporate management; we align our processes with the group’s IT standards; and we participate in service committees in the European time zone. Your IT management in Europe has the same level of visibility into Mexico as it does into any other location.
Languages, skill levels, priorities, SLA, security, and onboarding: what IT directors ask before outsourcing their support.
Native speakers of Spanish, English, and French. All Keptos agents Keptos trilingual; there is no need to transfer calls to other call centers or use machine translation.
24/7/365: Monday through Sunday, including holidays. Uninterrupted coverage in the time zones of Mexico, Europe, and Latin America.
Our " SLA " are based on a priority matrix agreed upon with you, not on a one-size-fits-all timeframe:
Compliance is measured based on the total number of tickets in the mes and is published in the monthly executive report.
Every mes you receive an executive report with measurable goals, not just numbers:
In addition: a real-time dashboard showing open and closed tickets, and quarterly root-cause analysis of recurring issues.
The standard model is a monthly fee per active user, which includes a standard volume of tickets—typically between 0.8 and 1.5 tickets per user per mes. This model makes the cost predictable and aligns our interests with yours: the fewer recurring issues there are, the better for both parties.
On-site support and projects are quoted separately. We do not charge per ticket: that would penalize the teams that need help the most.
Ticket reception can be activated within 48 hours. Full implementation takes 2 to 4 weeks and includes:
Every request to reset a password or grant privileged access goes through an identity verification process that was established with you during onboarding—never through simple voice recognition or email.
This is the most commonly exploited attack vector against help desks: an attacker calls, impersonates a busy executive, and gains access. Our agents have explicit instructions not to give in to hierarchical pressure or to any claimed sense of urgency.
We operate on an ITSM platform that provides full traceability for each ticket: who opened it, who handled it, what actions were taken, and how long it took.
The incident log, equipment inventory, and documentation for your environment belong to you. They are provided to you in a usable format at the end of the contract, with no retention period or exit fee.
Escalation is automatic and time-based, not discretionary: if a P1 ticket does not move forward within 30 minutes, it is escalated to L2 and your designated contact is notified.
Major incidents trigger a communication channel with updates at fixed intervals until service is restored, followed by a post-incident report within 72 hours: root cause, timeline, and corrective actions.
This has been our most common scenario since 1996. We operate in the language of the local users and report in the language of corporate management.
We align our processes with the group’s IT standards, participate in service committees in the European time zone, and provide your IT leadership in Europe with the same visibility into Mexico as they have into any other group location.
How a European subsidiary with 180 users across three locations in Mexico transitioned from fragmented support among local providers to a single trilingual point of contact, with monthly executive visibility for its IT leadership in Europe.
A situation we often see
A European subsidiary with about 180 users spread across three locations in Mexico managed its support through several local providers, each responsible for a different part. When something went wrong between two areas, no one took ownership of it, and the IT management team in Europe had no visibility into what was actually happening in the country.
The standard approach in this type of situation is to consolidate support into a single trilingual point of contact, develop a company-specific runbook during the onboarding process, and establish a priority matrix so that critical incidents and routine requests are no longer treated the same way.
The expected result is not a magic number, but rather a fundamental change: a single point of contact who takes responsibility, users served in their own language, and a monthly report that gives headquarters the same visibility into Mexico as it does into any other location within the group.
Keptos our operations. Their team automated our workflows and kept us secure, all while making us feel truly supported.
With Keptos, we gained peace of mind. Their expertise in cybersecurity and AI helped us scale with confidence and focus on our customers.
Keptos more than just a provider—they're a partner. Their transparency and personalized attention make technology feel accessible and empowering.
Leave us your contact information, and a Keptos specialist will contact Keptos the same business day.
Thank you! We have received your request. We will be in touch soon.
An error occurred while submitting the form. Please try again.