IT Support and SLA
Remote IT support for home users, small businesses and enterprises across South Africa. Sessions run securely over AnyDesk, billed at our standard hourly rate — or under a tailored monthly SLA for clients that need predictable availability.
Nationwide remote support
Anywhere in South Africa with a working internet connection. The same MatzoTech techs who staff our Strand workshop run the support desk.
Secure AnyDesk sessions
End-to-end encrypted, you control when the session starts, and you can take back the keyboard at any time. Nothing happens until you click Accept.
Ad-hoc or SLA — your choice
Pay-per-session at the hourly rate, or a monthly SLA with a prepaid block of hours and priority response for businesses.
How a remote session works
Every session is initiated by you, on your machine, and ends the moment you close the AnyDesk window.
- You contact us by WhatsApp, phone or email with a short description of the issue.
- We send you an AnyDesk one-click link — or guide you through a free download from anydesk.com if you don’t have it yet.
- You grant access by sharing your AnyDesk ID and clicking Accept on the connection prompt.
- We diagnose, fix, and confirm with you while you watch. You can take back control at any time.
- We log the session and bill the time at the agreed rate — or against your SLA hour balance.
What we cover
Common issues we resolve remotely on Windows, Windows Server, macOS and Linux:
- Software installs and configuration — productivity apps, accounting packages, browsers and drivers.
- Operating-system issues — updates, slow boot, driver conflicts and crash diagnosis.
- Email setup on Outlook, Apple Mail and Thunderbird, including IMAP, SMTP and 2FA.
- Microsoft 365 and Google Workspace tweaks — account, sharing, calendar and OneDrive / Drive sync.
- Printer and peripheral troubleshooting where the device is reachable over your network.
- Malware cleanup and security hygiene — antivirus configuration and follow-up scans.
- Performance tuning and file-recovery basics for everyday data-loss scenarios.
- Network and Wi-Fi diagnostics where the issue can be reached without physical access.
Ad-hoc vs SLA
Ad-hoc
Pay our standard hourly rate per session, with no commitment. Best for occasional fixes and one-off issues.
- Hourly rate, billed per session
- No monthly commitment
- Standard response time
SLA
Prepaid block of hours per month at a slightly better rate, with priority response. Best for businesses that need predictable IT availability.
- Prepaid monthly hour block
- Slightly better effective rate
- Priority response for incidents
Contact us for current rates and SLA hour blocks. On-site work is not part of this service — for hands-on installs see Custom Installations; for hardware issues see the Repair Centre.
Book a session
Tell us what’s going wrong and we will agree a session time, usually as soon as possible.
Main Repair Centre: 89 George Street, Strand, Cape Town
Call or WhatsApp 081 395 8776 · Email strand@matzotech.com