How our IT support works: portal and hours

At 8digit, every support request goes through our client portal, so nothing gets lost between emails and calls. We work Monday to Friday, 8:00–12:00 and 13:00–17:00, and handle requests as quickly as possible, most urgent first. Most issues are solved remotely; onsite work is available and billed separately.

How do you ask for help?

There is one place for support requests: the 8digit client portal. Open a ticket and describe the problem in your own words, for example "My computer is slow" or "I can't open my mailbox". The portal keeps all your requests in one place, so nothing depends on who picked up the phone or read an email.

Email, chat and phone are not support channels. For general questions, such as a quote or a question about our plans, use the contact form.

When is support available, and what comes first?

Our support hours are Monday to Friday, 8:00–12:00 and 13:00–17:00. You can send a request through the portal at any time; we handle it during these hours.

We work as quickly as possible and deal with the most urgent requests first. A problem that stops your team from working comes before a question that can wait. We don't publish a fixed response time.

Remote first, onsite when needed

Most everyday IT problems can be solved remotely: we connect to the device, find the cause and fix it. When something needs a person on site, for example hardware that has to be checked or replaced, we can come to you. Onsite work is billed separately on every plan.

What does IT support cover day to day?

Day-to-day IT support covers the problems that slow a small team down:

• Troubleshooting: computers, software and mailbox problems.
• User accounts: setting up and managing accounts for your team.
• Microsoft 365: help with your mailbox, apps and licences. See IT support and Microsoft 365 in Luxembourg.
• Devices and software questions: how to set something up, or why something stopped working.

What is not included in the plans:

• projects, which are quoted separately
• add-ons such as Microsoft 365 licences, a password manager, antivirus and security, which are billed separately
• monitoring of your systems
• 24/7 or on-call support

Simple habits that keep a small business running

Good support helps when something goes wrong. A few habits make problems rarer and easier to fix:

• Back up important data, and check now and then that you can restore it.
• Install updates for your systems and software when they come out.
• Use a password manager instead of reusing passwords.
• Turn on multi-factor authentication (MFA) for email and other important accounts.
• Name one person in your team who makes IT decisions and is our main contact.

8digit can set up add-ons such as a password manager, antivirus or security tools for you. They are billed separately.

Which plan do you need?

• Pay-As-You-Go: no monthly plan fee, for up to 5 people; help only on request, billed separately.
• Support Plan: €50 per person per month incl. 17% TVA, with unlimited tickets and 30 minutes of remote support per person per month.
• Unlimited Plan: €100 per person per month incl. 17% TVA, with unlimited tickets and unlimited remote support during support hours.

Every plan runs on a 12-month term. For help choosing, read which IT support plan fits your team or compare them on our IT support page.

We support you in English, French, German, Luxembourgish or Dutch.

FAQ

Do you offer 24/7 support?

No. 8digit's support hours are Monday to Friday, 8:00–12:00 and 13:00–17:00. Requests are handled as quickly as possible during those hours, most urgent first.

Can I call or email for support?

Support requests go through the 8digit client portal, so everything stays in one place. For general questions, use the contact form; we reply within 2–3 business days, usually sooner.

How fast do you respond to support requests?

We handle requests as quickly as possible during support hours, most urgent first. We don't publish a fixed response time.

Do you come onsite?

Yes, when needed. Most issues are solved remotely, and onsite work is billed separately on every plan.

Do you monitor our systems?

No. Monitoring is not included in 8digit's IT support plans. We work on the requests you send through the client portal.

Want to know which plan fits your team? See our IT support plans, or use the contact form to ask a question or request a meeting. We reply within 2–3 business days, usually sooner.