DUNA ELEKTRONIKA KFT. IT SERVICE CATALOGUE
TABLE OF CONTENTS
DearCustomer,Partner,
It is a great honor for me to share with you the IT Service Catalogue of Duna Elektronika Ltd. This catalogue presents in detail our extensive expertise in the field of IT Outsourcing, which is built on more than 25 years of professional experience and our broad background working with international corporations.
ZsanettHédernéKukta
DeputyCEO
DunaElektronikaKft. +36306782751
zsanett.kukta@dunaelektronika.com
As Deputy CEO and Services Director of Duna Elektronika Ltd., I am responsible not only for the continuous development of our IT services but also for the strategic management and growth of the company For over a decade, I have been working to ensure that our company offers flexible, innovative, and sustainable solutions to our clients. My mission is to provide services that create real value for our partners by responding quickly and effectively to industry changes. I am particularly proud to actively contribute to the growth of Duna Elektronika’s Outsourcing division, which has become a key pillar of the company’s success. I firmly believe that aligning technology with business strategy enables us to provide sustainable and effective long-term solutions for our clients.
The world of IT is constantly evolving, and we are committed to innovation and the success of our clients.
Today, IT Outsourcing has become almost an inevitable part of business life. The business environment is constantly changing and evolving, and our clients need a reliable partner to help them meet new challenges and achieve their business goals.
Our IT Service Catalogue, which I am now presenting to you, is not just a simple document but a comprehensive guide on what services we offer, how we help our clients manage their IT needs, and how we support them in achieving business success.
This catalogue reflects not only the present but also looks to the future. In a rapidly changing market, we can flexibly adapt to new technologies and our clients' growing needs. We hope that by exploring this catalogue, you will gain a deeper insight into the opportunities offered by Duna Elektronika’s IT service division, and how we can help you optimize your IT strategy and achieve your business goals.
Thank you for reviewing our catalogue! We look forward to receiving your questions and feedback after exploring our portfolio.
Sincerely:
Zsanett Héderné Kukta
GENERAL OVERVIEW
Our IT Service Catalogue provides a comprehensive overview of the services and solutions offered by our company. Our goal is to help you navigate our offerings and to demonstrate the various opportunities available to meet your IT needs.
Contents of the IT Service Catalogue:
Advantages of our services: Why choose us?
Service categories: The Catalogue presents different levels and types of customer support, helping you understand our offerings and find the most suitable option for your needs.
Detailed service descriptions: Each service is described in detail, including its benefits and potential applications.
Contact information: We provide easily accessible contact details and further support to ensure you get quick answers to all your questions.
SOME OUTSOURCING REFERENCES
‘ALWAYS
BY YOUR SIDE’
We work in alignment with our motto.
Our company proudly offers a wide range of IT services across the country. Our experienced team is always committed to delivering the highest quality services, flexibly focusing on your specific needs. Your satisfaction and success are our top priorities, and we dedicate all our resources to building long-term and fruitful relationships with you. We are ready to collaborate on optimizing and developing your IT infrastructure, offering you tailored IT outsourcing solutions that drive your digital transformation journey forward.
BENEFITS OF OUR OUTSOURCING SERVICES
Scalability and Flexibility
Our IT services enable companies to adapt flexibly to business demands and changing conditions. Contracted partners can quickly and easily scale resources up or down according to their business needs.
Innovation
The continuous development and updating of IT services allow our clients to always use the latest technologies, giving them a competitive edge in the market. Automation and artificial intelligence, for example, can bring significant innovation to business operations. By continuously monitoring industry trends and developments, we make new technologies and innovations more accessible to our clients.
Risk Reduction
Through our outsourcing services, clients can transfer certain riskssuch as labor or technological risks - to the service provider, thereby reducing business risks and uncertainty.
Optimization
The expert team at Duna Elektronika Ltd. creates the most optimal and efficient service model tailored to your needs, thereby making your operational and business processes more cost-effective.
Access to Expertise
Upon request, we provide our clients with access to experienced professionals in specific fields. Our staff continuously undergo training and develop their knowledge, enabling us to offer up-todate expertise and the latest information through our IT services. This contributes to improved quality and efficiency in our clients' operations.
SERVICE CATEGORIES
In the IT world, the term ‘Level 1’ refers to one of the basic tiers of customer support. It is widely accepted that Level 1 support represents first-line assistance, typically provided through a call center or helpdesk. However, this category also includes on-site client support, which involves not only remote assistance but also the resolution of general user issues directly at the location.
Key responsibilities of Level 1 support
Issue reporting and registration
Users report their issues to the IT support team. Level 1 personnel log these problems into a ticketing system.
Basic diagnostics and solutions
Level 1 support usually performs basic diagnostic steps to identify the problem. These may include simple troubleshooting procedures or standard processes for known issues.
User support and assistance
They provide users with technical assistance to resolve their IT problems. This can include helping with software installation or configuration, password resets, or resolving basic computer issues.
Information and documentation
Level 1 support informs clients about IT systems, services, and processes. They also document reported issues and their resolutions for future reference.
In summary, Level 1 support provides front-line technical assistance and customer service in the IT domain, with the primary goal of helping clients quickly and efficiently resolve basic IT issues.
SUPPORT LEVEL 1
SERVICE CATEGORIES
Level 2 support offers more advanced problem-solving capabilities and technical expertise compared to Level 1 support. It typically comes into play when Level 1 personnel are unable to resolve an issue or when a problem is more complex and requires specialized knowledge.
Key responsibilities of Level 2 support
Advanced problem-solving
At this level, support personnel provide higher-level issue resolution, which may include diagnosing and resolving more complex errors.
Detailed technical support
Level 2 support staff generally offer specialized technical knowledge across various IT systems, applications, or hardware.
SUPPORT LEVEL 2
In-depth troubleshooting
They conduct thorough investigations of issues, delving deeper into root causes, often using advanced diagnostic procedures or tools.
Implementation of fixes and updates
They carry out repairs or software updates to address problems that cannot be resolved at the Level 1 tier.
Documentation and knowledge sharing
Level 2 support personnel document the work performed and share their insights with Level 1 staff and other relevant parties to contribute to knowledge growth and facilitate more effective handling of future issues.
The goal of Level 2 support is to provide clients with higherlevel, more specialized technical assistance that contributes to the stability of IT systems and the smooth operation of business processes.
SERVICE CATEGORIES
Level 3 support is among the highest tiers of customer support in the IT world, typically applied to address the most complex and specialized technical issues. This level delivers the most advanced expertise for IT systems and applications. Level 3 support often includes professionals with broad and deep experience in specific technological fields.
Key responsibilities of Level 3 support
Complex problem resolution
Level 3 specialists handle the most difficult and intricate problems that cannot be solved by Level 1 or Level 2 support.
In-depth diagnostics and troubleshooting
They thoroughly analyze and diagnose advanced technical issues, often utilizing high-level troubleshooting techniques and tools.
Repairs and system enhancements
They may implement complex fixes or system improvements to resolve issues or to enhance overall system performance.
Expert consulting
They offer high-level expertise and advice on best practices, system architecture, and IT infrastructure optimization.
System design and implementation
Level 3 professionals may also be involved in designing and implementing new systems tailored to the client’s needs.
Overall, Level 3 support represents the highest level of knowledge and resources available from IT service providers, with the goal of delivering premium-quality, reliable technical support.
SUPPORT LEVEL 3
SERVICE CATEGORIES
The ‘Other Support Services’ category includes tailored offerings that complement basic IT operations and support. Through specialized expertise and support activities, we assist our clients in managing their IT infrastructure more effectively and supporting the growth of their businesses.
This service category primarily focuses on areas such as warehouse support, asset management, and IT Service Points. We also provide custom, companyspecific services for areas where our client is seeking a solution - such as when internal expertise is lacking, a topic is hard to master, a task does not require full-time staffing, or internal execution is otherwise not feasible.
Warehouse support – Stock Management
Our warehouse support services focus on the efficient handling of IT infrastructure and assets, including asset intake, storage, distribution, and inventory control.
STOCK MANAGEMENT
This service helps our clients track and optimize their IT equipment, contributing to cost savings and more efficient asset utilization.
Our offering includes not only logistics and warehousing tasks but also professional IT support for managing IT asset warehouses.
Our colleagues participate in preparing devices for users, installation, and carrying out necessary administrative tasks to ensure smooth operation and efficient device use.
Our in-warranty and out-of-warranty repair management aims to quickly and effectively repair faulty devices to minimize business downtime and disruption to users. Expert opinions help identify and resolve faults quickly and allow devices to return to use as soon as possible.
Regular and annual inventory audits allow for precise tracking and management of assets, optimizing usage and maintenance, which extends asset lifespan and reduces operational costs.
WAREHOUSE SUPPORT STOCK MANAGEMENT
SERVICE CATEGORIES
Our reporting includes detailed overviews of periodic inventory movements and forecasts for necessary equipment procurement. Monitoring inventory levels and timely acquisitions ensure uninterrupted operations and business continuity.
Our proactive troubleshooting and expert assessments support clients in quickly identifying and resolving potential system errors, thereby maintaining business continuity and minimizing negative impacts.
We collaborate with local IT departments, central teams, and suppliers to ensure efficient and professional support, maximizing client satisfaction.
STOCK MANAGEMENT
Asset Management
Our Asset Management service supports clients in the effective and optimal utilization of their IT assets, managing the entire lifecycle from procurement and installation to maintenance and disposal.
Our team actively participates in the administrative management of IT assets.
Inventory tracking and asset monitoring are integral parts of our service, enabling transparent and efficient management. We also provide periodic reports on asset movement and status.
Our Asset Management service is based on close cooperation with our clients: in order to maximize asset utilization, we ensure effective collaboration with local IT departments, central groups, and suppliers. This enables our clients to maintain the efficient operation of their IT infrastructure and ensure user satisfaction.
It is essential that each asset is documented in detail, including ownership information, purchase and installation dates, as well as warranty and maintenance data.
Managing asset changes from an administrative perspective is also a critical task and requires precise and strictly maintained records.
ASSET MANAGEMENT
SERVICE CATEGORIES
IT Service Point
The Service Point is a support service that allows our clients to directly connect with a designated IT staff member for fast and efficient on-site resolution of IT issues, during predefined hours and at a specific location.
Our Service Point colleague is a trained and experienced professional who not only handles specific incidents and hardware requests but is also available to assist with any technical inquiries or feedback. They provide first-level on-site support, including issue logging, basic diagnostics, and solutions, as well as mobile phone configurations, device handovers, and returns.
The IT Service Point performs a wide range of key tasks, including:
Device handover and return
We assist users with receiving and returning equipment, ensuring a smooth and hassle-free process.
Quick troubleshooting and error resolution
Our professional technicians respond promptly and effectively to any issues or malfunctions that arise.
IT SERVICE POINT
Consultation
Our expert staff provide users with advice on procedures, device types, and problem-solving methods.
Creation of FAQ support materials
We prepare clear and detailed materials addressing frequently asked questions to help users find quick and easy answers.
Participation in the resolution of unique issues
We pay special attention to identifying and solving unique problems to ensure uninterrupted operations.
User support
We are available in person, by phone, and in writing to quickly respond to all user questions and concerns.
Mobile phone support
We assist with the initial setup and use of mobile phones, and also handle service-related matters.
Manual software installation
If required, we manually install and configure necessary software for users.
Onboarding - Offboarding
We assist with device handover for new employees and device return for those leaving the company.
IT SERVICE POINT
SUBSTITUTION SOLUTIONS
In the event of staff absence, we offer two types of service depending on the client’s needs. It may happen that the colleague responsible for service delivery becomes ill or takes leave. In such cases, clients often ask: who will ensure continuity of service? The answer depends on your preference, as we offer two substitution models:
1.
Backup Service (Substitution-based model)
Under our Backup Service, if the primary staff member is on vacation or sick leave, a substitute with equivalent expertise - referred to as a backup colleague - takes over the work during the absence. In this model, additional staff members are involved in delivering the service. We assign two backup colleagues per service, who are responsible for coverage during the absence of the primary contact.
We guarantee this service for 250 working days per year. Due to the need to train, prepare, and maintain the skill level of the backup personnel, an additional fee is included in our pricing.
2.
Non-Backup Service
(Non-substitution-based model)
Under this model, we do not provide a backup colleague during the absence of the assigned staff member (e.g., vacation or sick leave). In such cases, no other personnel are brought in to provide the service. The guaranteed service availability is 220 working days per year. Naturally, clients may wonder: what happens if the designated colleague becomes ill for an extended period or is otherwise unavailable beyond the usual number of days? In these cases, to ensure fulfillment of the agreed service days, we may involve a backup colleague in the support temporarily even in a non-backup contract.
SELECTION PROCESS
The quality and effectiveness of our services are largely defined by the expertise and attitude of the personnel responsible for service delivery.
That’s why every potential employee or candidate goes through a thorough, multi-stage selection process. This ensures they possess the necessary professional qualifications and knowledge to deliver our services at a high level.
We believe it is essential that our colleagues not only have the required technical skills but also a clientfocused mindset, enabling them to deliver outstanding service quality.
Special attention is paid to assessing customer-oriented skills. It is important that our staff have the appropriate communication and problem-solving abilities to maintain effective and high-quality interactions with our clients.
DEDICATED SERVICE MANAGER
Maintaining strong partnerships and ensuring client satisfaction are top priorities for us. We are committed to delivering all of our services at the highest possible standard. To support this, we assign a dedicated service manager to every client.
A designated person is appointed to manage the service delivery and act as the primary liaison between your company and Duna Elektronika Ltd. They oversee and coordinate the entire service lifecycle from planning through delivery and operation.
Why is a Dedicated Service Manager important?
Serves as the primary contact between your company and Duna Elektronika Ltd., ensuring seamless communication and strengthening the partnership.
One of their main responsibilities is to understand your needs, coordinate communication, and ensure all processes run smoothly.
This role is crucial for maintaining high standards of customer service. They monitor the services provided to ensure continuous, exceptional quality and efficiency. This includes performance evaluations and ongoing improvements to consistently meet expectations.
In case of any problems or challenges, they intervene immediately to find a solution.
The Service Manager welcomes your feedback to ensure continuous improvement and quality service.
CE START-UP
services are generally launched within 0 to 3 months, nding on whether we already have the necessary resources ace or if further recruitment and training are required. The ort start date is influenced by the complexity of the service specific client needs.
expected start date is always communicated at the time of roposal.
SERVICE WINDOW
Depending on client requirements, our service window is defined by the specific support environment — whether it is an office setting or a production environment.
Support in an office environment is generally provided during standard office hours, typically from 08:00 to 16:30, although we are flexible and can adapt to a company’s specific working hours (e.g. 08:00–17:00, 09:00–18:00, etc.).
In production environments, multi-shift support is more common — this can include 2-shift or 3-shift schedules, 5x24 or 7x24 support. These are not standardized services; we tailor our offering to each client’s specific needs and provide support during the hours that are most optimal for them.
Beyond standard service hours, we are also able to provide on-call availability, standby support, or overtime service whether for operations or general IT support.
Our services can be delivered in full-time or part-time formats, billed hourly, per project, per ticket, or based on SLA terms (e.g., 2h, 4h, Next Business Day [NBD], or 5 Business Days [5BD]).
PRIORITY SERVICES
Among our most requested services are IT infrastructure support, server support, network management, and project-based IT services. These range from basic technology needs to strategic consulting and are always tailored to the unique requirements of each client.
Team Leader
When the service team exceeds five members, we recommend involving a Team Leader to efficiently coordinate and manage team activities. This helps streamline workflows and improve overall performance.
The IT Team Leader plays a crucial role in managing and coordinating the deployed team. They supervise and motivate team members, lead IT projects effectively, and ensure the seamless operation of IT systems. They possess deep technical knowledge along with strong leadership and communication skills.
TEAM LEADER
Key responsibilities of the Team Leader
defining and directing team goals and tasks, assessing task priorities and allocating resources effectively, ensuring team members are properly trained and prepared for their responsibilities, fostering team motivation and collaboration, supporting and encouraging team members, facilitating communication and cooperation across different departments, monitoring and evaluating team performance and efficiency, providing regular feedback and resolving challenges or issues, collaborating with internal departments and professionals, emphasizing innovation and continuous improvement to ensure the team applies the latest technologies and best practices in IT.
PRIORITY SERVICES
The IT HelpDesk — also known as a customer service center or support team is a vital part of any IT organization, responsible for remotely resolving and supporting technical issues at Level 0-1.
Key responsibilities of the IT HelpDesk
Issue handling and diagnostics
The primary role of the IT HelpDesk is to handle and diagnose issues reported by users via phone or email. This includes assistance with applications, computers, network issues, and other technical concerns.
User support
HelpDesk members assist users in operating IT systems and applications. This includes providing guidance, troubleshooting, and technical help related to software and hardware.
Ticket tracking and documentation
The HelpDesk team tracks and documents all reported incidents, creating tickets for each case. This allows for efficient problem management and helps identify and report recurring issues.
Troubleshooting and immediate assistance
Rapid response is crucial in the event of system errors or outages. The team provides initial troubleshooting and solutions to resolve system-related issues, acting as a first-level filter before escalation to the on-site client support team. If an issue cannot be resolved remotely, it is forwarded to the on-site team.
The IT HelpDesk plays a key role in ensuring the effective operation of IT systems and applications, as well as in maintaining customer satisfaction and productivity.
They typically operate under SLA-based agreements, as their work is precisely trackable, monitorable, and reportable.
They also contribute significantly to administrative processes. Generally, they work based on work instructions. If such instructions are not available, they also help create and maintain them.
If you are looking for a cost-effective solution and the call volume is not excessively high, our Shared Service Desk can be an ideal option. This differs from dedicated support in that it serves multiple companies simultaneously — functioning as a shared support model.
PRIORITY SERVICES
Our on-site client support team provides a combination of remote and on-site assistance, tailored to client needs and preferences.
Defined tasks in our On-site Client Support service
Receiving incident reports from a HelpDesk team or directly from users via phone, email, or any communication channel specified by the client.
Logging tickets in a dedicated ticket management system.
Hardware issue resolution and user assistance:
Support for laptops, PCs, and peripherals
Diagnosing, testing, and resolving hardware issues (e.g., if a laptop doesn’t power on: checking the charger, battery status, cables, and identifying the issue for resolution)
Warranty handling:
Initiating service requests with warranty providers
Reporting the case in the partner's internal IT system
Monitoring service progress
Verifying and testing the repair
Returning the device to the user
Performing administrative tasks
If available, providing and setting up a replacement device for the repair period
Printer troubleshooting:
Removing paper jams
Performing preventive maintenance
Aesthetic and functional inspection
Replacing consumables from the client’s inventory
Adding the printer to the user’s profile
Software issue resolution:
Reinstalling Windows or corporate applications
Configuring the OS based on the client’s IT policy
Additional support – onboarding/offboarding processes:
Deploying and retrieving IT equipment
Laptop/PC installation
Assembling peripherals
Assisting with initial login
Checking permissions and software availability
Configuring phones according to location-specific rules
Software support and updates:
IInstalling or removing software from the client's software catalog, or with written approval from a supervisor in special cases
Managing exceptions such as software bugs, compatibility issues, or configuration problems
PRIORITY SERVICES
Meeting room support:
Preparing rooms for meetings
Assisting with technical setup
Verifying cable connections
IMAC: Install-Move-Add-Change
Installation
Relocating or reorganizing IT equipment as needed
Adding hardware/software
Modifying or changing hardware/software setups
Remote support for off-site locations, with on-site visits upon request or based on custom agreement.
Support based on defined priorities, following either client-specified priority levels or those set within the ticketing system.
Knowledge base creation:
Developing detailed guides and solution recommendations for issues frequently experienced in the local client environment. LEVEL 1
Communication and support:
Maintaining effective and friendly communication with users
Providing assistance and information for resolving ongoing issues or problems
Regular reporting and monitoring:
Preparing regular reports on service performance and completed tasks
Monitoring the ticketing system: Identifying and managing incidents
Support within this level may vary depending on task type and priority levels.
In production environments, SLA-based service delivery is common, where we guarantee uninterrupted and efficient service with predefined response and resolution times.
LEVEL 1
On-site
Client Support
Support in production environments
We support the operation, maintenance, and troubleshooting of IT assets in manufacturing environments.
Our qualified technicians or IT engineers provide rapid and professional fault resolution. To ensure business continuity, devices are repaired on-site or replaced immediately if spares are available. After the swap, the faulty device is analyzed, repaired, and returned to working condition.
All completed tasks are logged in a ticketing system.
On-call support is typically included during production downtimes or weekends for handling incidents, projects, or changes.
Commonly supported devices in production environments:
Clients and peripherals (PC, laptop, monitor, input devices)
PDAs and scanners (wired and wireless)
Printers and consumables
Wireless phones
Displays and audiovisual equipment
Industrial tablets and rugged devices
Support in office environments
We provide support for user errors and IMAC tasks within office settings.
We detect and repair software and hardware issues, manage device replacements, and log all activities using a ticketing system. We maintain constant contact with central and local support teams.
Commonly supported devices in office environments:
Laptops, PCs, and peripherals
Video conferencing tools (TVs, cameras, speakerphones)
Mobile phones and management systems
Printers and scanners
Typical tasks performed:
Executing IMAC tasks and documenting them in the asset management system
Lifecycle management: replacing hardware according to lifecycle schedules
Planning and maintaining structured cabling and office setup concepts (e.g. Clean Office Concept or Shared Desk environments)
General troubleshooting and issue resolution
PRIORITY SERVICES
IT network support plays a crucial role in business environments, as the reliable operation of IT systems is essential in today’s digital world. Network support covers a broad range of areas including the design, deployment, maintenance, and repair of network infrastructure, as well as general user support and issue resolution. Its primary goal is to ensure seamless and efficient communication, data transfer, and connectivity between network devices and systems, thereby supporting business continuity and process optimization.
IT server support is equally fundamental to the stable and efficient operation of IT infrastructures. Servers are critical components that handle data storage and management, as well as the functioning of applications and services. Their stability, performance, and security are vital for smooth business operations and data protection. Therefore, proper maintenance, updates, and support of servers must be a priority.
2
Network and Server Support
Scope of Level 2 –Network and Server Support services
Design, operation, and maintenance of network infrastructure
Managing and administering incidents, tasks, and change requests
Creating and executing patch matrix documentation
Supporting projects and participating in lifecycle programs (e.g. Access Point and Switch replacements)
Proactive work and consultation to prevent failures
Preventive maintenance:
Visual inspections of devices and cabling
Cleaning of equipment to extend lifespan
Collaboration and communication:
Liaising with local and/or central support teams
Acting as an intermediary between employees and IT professional groups
Server and cloud services:
Operation of server operating systems
Managing both on-premises and cloud-based
Microsoft services:
Virtual server operation
Active Directory structure and management
Application hosting on servers
Business-class email operations
M365 Exchange administration
File server management
SQL infrastructure operation
Centralized client maintenance (image, app, driver management)
LEVEL 2 Network and Server Support
PRIORITY SERVICES
System operations and security:
Administration and updating of virtual servers
Centralized management of user data and permissions (Active Directory)
Backup and archiving operations (Microsoft, Veeam)
Server-side antivirus management (Microsoft Defender, BitDefender, ESET Nod32, Symantec)
Network support and monitoring operations (Cisco, DELL, HPE Aruba, SonicWall, Fortinet, Ubiquiti)
Incident and problem management operations
Monitoring and supervisory services
Access and endpoint management:
Remote access and VPN administration
User access rights maintenance
Operating systems for workstations
Application management for workstations
Keeping software and hardware assets up to date, including
Hardware repair and servicing (servers, storage, network devices)
Submitting new software requirements
Providing remote assistance
Administration of Teams and Office applications (license management)
Scope of Level 3 –
Advanced Technical Support services
Hardware-level diagnostics and solution recommendations for servers and related infrastructure (Dell, HPE, Lenovo).
Support, diagnostics, and remediation for server operating systems (Microsoft, VMware, Linux).
Design, implementation, diagnostics, and remediation of backup and archiving systems (Microsoft, Veeam)
Backup of M365 business email systems
VMware services:
Design, migration, implementation, diagnostics, and solution planning for virtual servers
Microsoft on-premises and cloud services:
Design, migration, implementation, diagnostics, and remediation for virtual servers
Design, migration, implementation, and troubleshooting of Active Directory structures
Application-level server diagnostics and resolution
PRIORITY SERVICES
Business-grade email design, implementation, and troubleshooting
Migration of M365 Exchange email systems
File server implementation, diagnostics, and remediation
Design, migration, and deployment of SQL infrastructure in virtual environments
Design and planning of centralized client deployments (MDT – Microsoft Deployment Toolkit)
Collaboration solutions: Implementation, diagnostics, and troubleshooting of online Teams conferencing
Integration of video conferencing systems
WebEx collaboration and Contact Center solutions
Network infrastructure services:
Design, implementation, diagnostics, and resolution for network environments and devices (DELL, Cisco, HPE Aruba, SonicWall, Fortinet, Ubiquiti).
Storage solutions:
Design, migration, implementation, diagnostics, and resolution for storage systems (DellEMC, HPE, Lenovo, IBM, PureStorage).
Server-side antivirus solutions:
Design, implementation, diagnostics, and troubleshooting of antivirus systems (Microsoft Defender, Bitdefender, ESET Nod32, Symantec).
Advanced incident and problem management
Monitoring and supervisory services:
Design, implementation, diagnostics, and resolution of monitoring systems (Site24x7).
Firewall, remote access, and VPN solutions: Management of firewalls and VPNs, including the design, implementation, and troubleshooting of dual authentication systems (Cisco, SonicWall, Fortinet, Juniper, Palo Alto).
IT consulting:
Comprehensive IT system assessments. Development proposals (hardware and software solutions).
System configuration to meet IT audit compliance requirements.
PRIORITY SERVICES
Project Support
IT project support plays a crucial role in IT project management, with the goal of ensuring successful execution and completion of IT initiatives.
Through our project support services, experienced project managers carry out key tasks that assist our clients in the efficient, effective, and seamless execution of IT projects whether they involve infrastructure development or other IT-related initiatives.
We perform tasks based on specific needs — ranging from technical support and administration to project management. We work closely with project teams and managers to ensure alignment with project goals, and adherence to timelines and budgets.
Clients can choose from a variety of support models:
Administrative project support, including documentation management, scheduling of project events and meetings
Execution support, where we assist in the actual delivery of projects
Full project management services, depending on client requirements
The role of IT project support is essential in ensuring the success and effectiveness of IT projects. The services we provide help clients and project teams to implement initiatives efficiently and achieve business objectives.
Our support services are scalable even in the short term, covering activities from just a few hours or days to full multi-month project support.
Common client use cases for project support include:
Hardware lifecycle replacements
Office renovations
Preventive maintenance projects
Setup of new offices and industrial facilities
Replacement of hardware components
Operating system upgrades
IT inventory assessments
Office relocations
Project management services
We offer flexibility in scheduling, including support during office hours, in shift-based environments, or on weekends if required.
PROFESSIONAL IT SUPPORT
Expert support at every level
Three-tier support structure: coordinated collaboration between Level 1, Level 2, and Level 3 engineers
Efficient problem resolution and optimal resource utilization
Core service features
Reactive support model: Requests handled according to a predefined SLA
Flexible hourly pool: Broad usage options with a 3-month rollover
Additional services
On-call availability: 5x8 and 7x24 coverage options
Remote support and on-site dispatch
Cross-tier resource allocation for optimized service delivery
Service areas
Hardware infrastructure: Full-scope design and support — from servers and storage systems to networking devices. For unexpected events, we offer S.O.S. hardware rental to keep your operations running without interruption
Complex software support: Including M365, Azure, virtualization, endpoint security
Network services: LAN, wireless networks, and firewalls
Use cases
Expert support for complex projects
On-demand intervention and urgent response scenarios
Ongoing IT operations
IT consultancy and standby services
Guaranteed service levels
Basic package (5x8 NBD): Cost-effective next-businessday response — ideal for stable systems
Priority package (5x8 / 4h): Fast 4-hour response during business hours for more critical environments
Premium package (7x24 / 4h): 24/7 availability with 4-hour response for the most critical systems
Custom SLA: Tailored service agreements for special requirements
All service levels are delivered under clear and transparent conditions, ensuring reliable and predictable IT support for your business.
SERVICE PACKAGES
All of our packages include the following:
Fixed monthly fee: Simple and transparent budgeting
Stable, long-term solutions
Availability during office hours (08:00–16:30)
Broad usability: Ideal for high-priority periods where constant IT presence is not required, but reliable assistance is essential
1. UniPack IT
Your Swiss Army Knife for IT
A fixed monthly hourly package for Level 1–2–3 support, projects, or peak periods. A flexible and transparent solution without the need for hiring permanent staff.
2. DayBalance Balance in IT Support
30 working days per year, which can be used for temporary replacement of client support staff, projects, or during high-demand periods. The number of days can be tailored to your needs. Offers stability and cost-efficiency for your business, whether for remote or on-site support.
PROFESSIONAL IT OPERATIONS
Imagine your IT systems running as reliably as a Swiss watch: backups completed on time, updates carried out as scheduled, and issues resolved before they impact your business. This is not a dream it is the reality of professional IT operations.
Proper IT operations are like an invisible safety net: continuously protecting your digital assets and data, so you can focus on your business. Our systems and expert team not only respond to problems — they prevent them proactively.
Whether you are the owner of a dynamic SMB (Small and Midsize Business) or representing a large enterprise, our service adapts to your unique needs. We offer full support in the absence of an in-house IT team, or we enhance your existing IT department with specialized expertise.
The secret behind stable IT
Monitoring system
Real-time visibility. Our monitoring platform acts like a digital sentry constantly observing every element of your infrastructure, from servers and network devices to critical applications. Even minor anomalies like slow servers or overloaded connections are instantly detected — and addressed.
Key monitoring elements
Our monitoring system provides comprehensive supervision over all critical IT components:
Servers and network devices: performance and health tracking
Operating systems and applications: resource and service monitoring
Websites and apps: uptime and response time supervision
Monthly reports and recommendations
On all significant events and actions taken
PROFESSIONAL IT OPERATIONS
Complete system supervision
Full-scope IT infrastructure management — from hardware to cloud services.
Professional virtualization management
VMware, Hyper-V – We optimize virtual environments for efficient resource use and system stability.
Expert OS management
Windows and Linux – Updates are scheduled and deployed without business disruption, ensuring continuous and secure operation.
Microsoft platform support
Our certified experts manage your SharePoint, Exchange, and Office 365 environments. As a Cloud Service Provider (CSP) partner, we also help maximize the value of your cloud services.
Special services, expert care
Backup management
Like a digital safety net, we regularly verify and test backup systems.
High-Availability (HA) systems tuning
Redundant systems are as intricate as precision instruments. Our experts continuously fine-tune them to ensure reliability even in the most critical situations.
Why is this great for you?
Custom dashboard
Clear visibility into the health of your systems.
Proactive recommendations
For continuous system improvement.
Predictable costs
Fixed monthly fee model.
Flexible support
Easily scalable based on changing business needs.
PROFESSIONAL IT OPERATIONS
Flexible service levels tailored to your business
Every business is unique. That is why we have designed our service levels to meet a wide range of needs:
Basic Package (5x8 NBD)
Perfect for stable environments where next-business-day support is sufficient.
Priority Package (5x8 / 4h)
When fast response is important, but support during business hours is enough.
Premium Package (7x24 / 4h)
Continuous monitoring and 4-hour response, 24/7. Surprisingly cost-effective, even for SMBs!
Our engineering team handles system monitoring and troubleshooting as efficiently as possible, primarily via remote access.
When on-site presence is required, our experts will be there according to SLA. Our dedicated Level 2 and Level 3 engineers ensure quick and professional resolution of complex issues.
Continuous oversight of your network infrastructure
The uninterrupted performance of your network infrastructure is critical for any organization. With this service, we provide comprehensive network monitoring, ensuring that your IT infrastructure is always operating at peak efficiency.
Key tasks and services
Monitoring of network device health and performance
Real-time monitoring of routers, switches, firewalls, and access points.
Proactive event management
Fault detection, escalation, and early warning alerts for potential issues such as capacity limitations or failing hardware.
Performance optimization
Capacity planning
Forecasting bandwidth requirements and planning network expansions accordingly.
Network configuration optimization
Fine-tuning settings such as QoS (Quality of Service) to ensure that business-critical applications receive traffic prioritization.
Network congestion management
Load balancing configuration using traffic distribution appliances.
Regular maintenance and updates
Firmware and software update management
Keeping network devices up to date for enhanced security and performance.
Hardware inspections and optimization
Preparing for and implementing replacements of aging equipment.
Regular updates to network topology
Integrating new devices and executing network expansions.
Reporting and analysis
Network performance reports
Detailed reporting on network stability and utilization.
Incident reports
Thorough documentation of network issues and their resolutions.
Historical data analysis
Identifying trends and anomalies to support long-term improvement initiatives.
NETWORK MONITORING
SERVERGUARD PRO
In the modern enterprise environment, the seamless operation of server infrastructure is essential to business success. Our server support service provides comprehensive monitoring and proactive management of your entire server environment — be it physical, virtual, or hybrid.
Troubleshooting: Hardware and software issue resolution
Proactive maintenance: Hardware inspection and software updates
Advanced monitoring and proactive management: CPU, storage, and network usage
Custom SLA-based service packages
Comprehensive security and availability
Beyond continuous server monitoring, we place high emphasis on data security and high availability. Supervised backups, log analysis, and an automated alerting system work together to ensure uninterrupted business operations.
Our service package includes
1. Troubleshooting and incident management
Hardware fault identification and resolution
Component replacement, firmware upgrades, and resolving system
compatibility issues.
Software issue remediation
Fixes for operating systems, application servers, and virtualization platforms.
Unexpected outage handling
Rapid response and recovery of affected services to minimize downtime.
2. Proactive maintenance
Regular hardware checks
Monitoring of temperature, fans, and system health to extend server lifespan.
SERVER MONITORING
Software updates and security patches
Updating operating systems and applications to eliminate vulnerabilities.
Performance optimization
Fine-tuning of resource allocation for optimal CPU, memory, and storage utilization.
3. Monitoring and log analysis
Real-time system monitoring
Tracking CPU and memory usage, storage capacity, and network traffic.
Alert management system
Configuring automated alerts for critical conditions.
Log analysis
In-depth review of logs to identify performance anomalies, errors, and security incidents.
4. Data security and backup management
Backup management
Setup of automated backup processes and regular recovery testing.
Data loss prevention
RAID configuration checks, disaster recovery planning, testing, and implementation.
Access control
Oversight of user permissions and authentication processes.
5. Expert consultation and optimization
Capacity planning
Recommendations for server infrastructure expansion to meet growing business demands.
Performance analysis
Reports and analytics on current server usage and performance.
Adoption of new technologies
Assistance with the integration of new software and hardware solutions.
SERVER MONITORING
IT CONSULTING AND STRATEGIC PLANNING
Expert support for your digital evolution
The world of IT is in constant transformation. A reliable, well-functioning IT system is the foundation of every successful business one that not only keeps up with but actively supports growth. Our consulting services are designed to help you make the most beneficial decisions, whether you’re optimizing existing infrastructure or introducing new technologies.
Pre-Purchase expert advice
Before making significant IT investments, our Level 3 engineers help you find the optimal solution.
Our vendor-neutral consulting focuses solely on technologies that best serve your business. Whether you’re evaluating IT security solutions, network infrastructure, or complex server systems, our experts will help you navigate the options and choose truly value-adding solutions.
Expert infrastructure assessment
Our L3 engineers perform a comprehensive analysis of your IT environment. We identify performance optimization opportunities and recommend costefficient improvement strategies.
With extensive experience in infrastructure planning, cloud strategy, and security audits, we help you select and implement the right on-premise, cloud, or hybrid solutions. We also support specific areas such as backup systems, server configurations, and email optimization.
Flexible engagement models
You can choose one-time, project-based consulting in the form of consultation days, or incorporate ongoing advisory support into a monthly support contract. The hours included in the support agreement can be flexibly used for consulting, ensuring you always have access to expert advice.
Our Assessment Process
Review of documentation
We begin by reviewing your existing documentation to understand your network topology and operational procedures. This step is crucial for conducting an effective assessment.
Physical infrastructure inspection
During the server room inspection, our experts examine all critical components, including power supply systems, cooling efficiency, and UPS functionality.
IT CONSULTING AND STRATEGIC PLANNING
3.
Network infrastructure analysis
We perform a thorough evaluation of your network environment firewalls, routers, switches, and access points — checking firmware versions and support contract validity. Special attention is given to redundancy, bottlenecks, segmentation, and security settings.
4.
Server and storage systems
We analyze your server infrastructure from both hardware and software perspectives, including OS and virtualization platforms, as well as storage performance and capacity usage. Backup efficiency is also a priority.
5.
Security systems and monitoring
We assess the effectiveness of monitoring tools, logging and analysis workflows, antivirus configurations, and cloud usage from both security and efficiency perspectives.
6.
Client-side infrastructure
We assess hardware compatibility, software version status, update procedures, access methods, and permission structures for all end-user devices.
Documentation and recommendations
All findings are summarized in detailed documentation that includes the current state and specific recommendations for addressing identified weaknesses covering hardware status and software lifecycle as well.
Consultation support
For any questions arising during the assessment, we provide flexible remote consultations via Microsoft Teams, TeamViewer, or AnyDesk. Our experts are ready to discuss your infrastructure in detail and finalize the improvement plan.
A long-term partnership for growth
Our goal goes beyond one-time consulting we aim to build a long-term partnership in which your IT systems become a competitive advantage. Our experts continuously monitor technology trends so that your business can always leverage the most suitable solutions.
RELOCATION PROJECT
We provide comprehensive relocation services for your IT assets, including computers, laptops, peripherals, IP phones, and servers.
Our goals:
Ensure that all equipment is transported without damage
Achieve rapid reactivation of systems at the new location
Provide professional project management throughout the process
Relocation process
Preparation and planning
All devices are labeled with unique identification tags, and we document their original configurations and layout. Our precise labeling system ensures that every device is correctly placed at the new site.
Professional packing and transportation
Using specialized packing materials, we provide maximum protection for your IT equipment during transport. Our trained professionals pack and handle every item with care, paying special attention to sensitive components.
Proper installation and setup
At the new location, our IT service technicians ensure proper reinstallation, including:
- Careful unpacking of devices
- Correct network connectivity
- System boot-up and initialization
- Accurate configuration of multi-monitor setups
- Network connection testing
Quality assurance and liability
Our service includes full liability coverage. We hold valid insurance throughout the entire move, covering any potential damages. All deployment steps are thoroughly documented.
Moving IT Equipment and Systems
RELOCATION PROJECT
Key conditions for a successful relocation
Provided by our company
Experienced IT relocation specialists
All necessary packing materials and tools
Suitable transportation vehicles
Professional installation and testing
Ongoing project coordination
Required from the client
Access to both locations (e.g., parking, elevator use)
A dedicated point of contact familiar with the local environment
Coordination with any other moving vendors involved
Required access permits and work authorizations
Post-move follow-up and support
We verify the proper operation of all relocated systems and remain available for any fine-tuning that may be needed.
Our ultimate goal is to ensure your complete satisfaction and a smooth, interruption-free transition.
EKAHAU PROFESSIONAL WI-FI NETWORK SURVEY AND OPTIMIZATION
The new standard in enterprise wireless networks
In today’s business environment, the performance of your wireless network directly impacts operational efficiency. A professional Wi-Fi survey provides real-world insight into your network and forms the foundation for data-driven optimization decisions.
Cutting-edge diagnostics
Technology
Using Ekahau Sidekick, the market-leading Wi-Fi diagnostic tool, we conduct real-time analysis to identify performance gaps and uncover optimization opportunities.
Rlexibility
We deliver accurate measurements with or without floor plans.
Service coverage
Preventive planning
Optimal access point placement and equipment specification.
Optimization of existing networks
Identifying and fine-tuning coverage gaps.
Flexible survey options
With floor plans: coordinate-accurate measurements
Without floor plans: real-time map generation in any environment
This flexibility enables precise measurements in all settings, whether newly constructed or existing buildings.
Data-driven optimization Analysis
Surveys of live Wi-Fi networks help identify and eliminate coverage issues. Fine-tuning access point settings can significantly boost performance.
Recommendations
Objective, data-based guidelines for optimization that maximize ROI. The detailed analysis also prepares you for future expansions or changes, with targeted development recommendations to better utilize your existing infrastructure.
IT INFRASTRUCTURE IMPLEMENTATION AND MIGRATION
Implementing modern enterprise IT systems is a complex process that requires precise planning and expert execution. Our service provides endto-end solutions, from infrastructure design to implementation and migration — minimizing disruptions to your business operations.
Pre-configured system deployment
Our unique approach significantly reduces on-site implementation time. We assemble and configure the entire system in our own data center, performing all necessary tests and settings in advance. When the equipment arrives at your location, only final adjustments are required.
Seamless migration
We carry out the migration of existing systems and services using a meticulously planned process. Whether relocating physical servers, migrating virtual machines, or transferring complete service environments, our expert team ensures that data and functionality remain intact.
Every step of our service is protected by comprehensive liability insurance. From transport to setup and commissioning, we guarantee the safety of your assets. Professional packing, safe delivery, and careful installation are all included in our standard service.
Complete project management
Every element of the process is coordinated by expert project managers:
Development of an implementation plan
Pre-configuration and testing
Professional transportation and setup
Execution of system migrations
Functional testing and fine-tuning
Eco-friendly disposal of packing materials
MICROSOFT 365 DEPLOYMENT AND MIGRATION SERVICE
Modern communication and collaboration for the enterprise
Migrating to Microsoft 365 is more than just a system switch it is a transition to modern, efficient corporate communication and collaboration. Our service ensures a smooth migration from your current email system to the high-availability Microsoft 365 environment, regardless of the number of users.
Expert migration and implementation
At the beginning of the migration process, our experts conduct an in-depth consultation to understand your unique requirements and current setup. Following a thorough analysis of your existing email system, we develop a comprehensive migration plan to ensure the secure transfer of all data and settings.We guarantee that all critical information and configurations are preserved intact throughout the process.
Security-focused approach
In the age of modern cyber threats, it is essential to apply proper security configurations. Microsoft 365 includes advanced protection against spam and phishing attacks, along with state-of-the-art security protocols to safeguard your business data.
communication platform that ensures maximum availability and security. Its cloud-based nature supports continuous accessibility and flexible work, while the built-in security features protect your organization’s sensitive data.
MICROSOFT
IT EQUIPMENT SERVICING
Warranty repairs
Our warranty repair services ensure that faulty equipment is restored according to manufacturer specifications. We prioritize speed and precision throughout our repair process to minimize device downtime and business disruption.
Out-of-warranty repairs
Our out-of-warranty repair services cover business-grade devices from leading brands such as Dell and Lenovo, including client systems, servers, and network equipment.
Non warranty failures within warranty period
Sometimes, a device may be under warranty, but the failure is not covered (e.g., accidental liquid damage). In such cases, repairs are handled separately and financed by the client, while the manufacturer’s warranty remains valid.
We have extensive experience servicing client, server, storage, and networking equipment from major manufacturers such as DELL, Lenovo, HP, Fujitsu, IBM, and Cisco.
Custom paid repairs
Our individual repair services are also available to private individuals, primarily for business-class devices. We assess and fulfill custom requests based on client needs whether for laptops or desktop computers.
IT EQUIPMENT SERVICING
Hardware warranty extension
Duna Elektronika offers hardware warranty extension options, allowing continued protection beyond the original warranty period.
Benefits of our warranty extension service: Reduces financial risk for customers. Provides long-term operational reliability. Flexible models available (one-time repair or annual service agreement).
Guaranteed availability – SLA commitment
By default, we offer Next Business Day (NBD) repair services, and for critical systems we can guarantee response times as fast as 4 hours. Our expert engineers perform on-site repairs within the agreed SLA window.
Extensive spare parts supply
We maintain an in-house stock of the most frequently needed spare parts, ready for immediate use. Specialized components are typically delivered within 2-4 days, ensuring rapid resolution even for complex issues.
Expert support
Our mission is to provide fast and effective solutions for all IT service needs, allowing our clients to focus on their core business activities with peace of mind.
SERVICE CERTIFICATIONS
We are officially authorized to service Dell PCs, notebooks, servers, storage, and network devices.
We are officially authorized to service Lenovo PCs, notebooks, servers, and storage systems.
ISO CERTIFICATIONS
ENGINEER QUALIFICATIONS
DELL
Associate - Converged Systems and Hybrid Cloud
Associate - Information Storage and Management
Specialist - Implementation Engineer, Dell EMC Unity Solutions
Specialist - Implementation Engineer, Power Store Solutions
Specialist - Implementation Engineer, VxRail Appliance
Specialist - Platform Engineer, VNX
Specialist - Systems Administrator, VNX Solutions
Specialist - Technology Architect, Midrange Storage Solutions
Specialist
- Implementation Engineer, PowerSwitch Data Center
Specialist - Implementation Engineer, PowerProtect Data Manager
Dell Power Protect DD Deploy 2023
Dell PowerEdge Operate 2023
Dell VxRail Deploy Version 2
Dell VxRail Design
Dell Data Protection Design 2023
LENOVO
Lenovo Certified Data Center Technical Sales Professional
CISCO
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP) - Routing and Switching
CCNP Enterprise
Cisco Certified Specialist (CCS) - Enterprise Core
CCS Enterprise Advanced Infrastructure Implementation
Understanding of Cisco Network Devices
HPE ATP - Hybrid IT Solutions
MICROSOFT
Designing and Implementing a Server Infrastructure
Implementing an Advanced Server Infrastructure
Microsoft Certified: Azure Administrator Associate
Microsoft Azure Fundamentals
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft 365 Fundamentals
MCSA: Windows Server 2012 - Certified 2016
MCSA: Windows Server 2016 - Certified 2019
Monitoring and Operating a Private Cloud with System Center 2012
MCSE: Cloud Platform and Infrastructure - Certified 2016
MCSE: Core Infrastructure - Certified 2019
MD-100 Windows 10
MD-101 Managing Modern Desktops
MS-100 Microsoft 365 Identity and Services
VEEAM
Veeam Certified Architect
Veeam Certified Engineer
IT SECURITY CERTIFICATIONS
VECTRA
Vectra Sales Professional 2023
Blue Team Certification
Vectra Certified Implementation Engineer Training Course
Vectra Match
Vectra NDR 101
Vectra Presales Security Engineer (VSPE)
DELL
Dell Client Data Security
Dell Client Data Protection / Storage and Data Center
VEEAM
Veeam Certified Architect (VMCA)
Veeam Sales Professional (VMSP)
Veeam Technical Sales Professional (VMPS)
SONICWALL
Sales Accreditation Curriculum
Network Security Administrator
CISCO
Cisco Core Security Solution Specialization
PENTERA
PenTera Certified Sales Specialist
SPLUNK
Splunk Accredited Sales 1
Splunk Accredited Sales 2
Splunk Accredited Security Sales Rep 1
PALO ALTO NETWORKS
Accredited Sales Executive (ASE): Foundation
PSE - Foundation accreditation
PSE - Strata Associate
DATA PRIVACY
Certified GDPR Manager Training (Certop International Certificate)
Dear Client, Partner,
Thank you for taking the time to thoroughly review our company's IT services and portfolio! I hope that through the portfolio presented, you have gained a better understanding of how we can contribute to the efficient operation and success of your business.
It is important to note that our IT Service Catalog is continuously expanding. If you or your company require a service that is not currently listed in the catalog, please do not hesitate to contact us! Our goal is to provide comprehensive support to our clients, and we are happy to work with you to meet your unique needs.
If you have any questions, need further information, or are interested in our other services, feel free to reach out to me using the contact details provided in my signature. I would be delighted to offer tailored solutions for you and your business.
Best regards,
Zsanett Héderné Kukta
1183 Budapest, Gyömrői út 99. +36 1 666 1600
www.dunaelektronika.com itservices@dunaelektronika.com