A single point of contact for all IT issues at your subsidiary: 24/7/365 support provided by real people in each user’s language, with contractually guaranteed service levels ( SLA ).
![[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
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 is judged on the day something breaks. That's why we build our service before the first support ticket is submitted.
We take inventory of your equipment, applications, and access points, and draft your company's runbook: what's critical, who authorizes decisions, and who to escalate to.
Each ticket is classified according to a priority matrix agreed upon with you. Escalation from L1 to L3 is triggered by time, not by the agent's decision, and always in the user's language.
Any restoration of access requires an identity verification process that we have agreed upon with you. Our agents do not give in to pressure from a supposed manager who is in a hurry.
At each mes , we analyze recurring issues and their root causes, and provide you with an executive report that includes SLA, first-contact resolution, and satisfaction rates.
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.
Each mes receives 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 history, equipment inventory, and documentation of your environment belong to you. They are provided to you in a usable format at the end of the contract, with no retention or exit fees.
Escalation is automatic based on time, not at the discretion of a user: if a P1 ticket does not progress within 30 minutes, it is escalated to L2 and the 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.
International subsidiaries and companies in Mexico that entrust their IT to Keptos.
Keptos IT Services has proven to be a reliable, responsible, and professional company, fulfilling its commitments in a timely manner and providing high-quality services. We highly recommend their services.
During every service call, the technical staff has demonstrated professionalism, punctuality, and a solution-oriented attitude. Thanks to their support, we have been able to improve the operational continuity of our activities.
Please provide your contact information, and a specialist from Keptos will contact you within one 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.