Services · Technology
Support plans and IT security
Service plans to maintain your applications and cloud infrastructure, with hours for improvements and service levels set by the plan you choose, plus IT security: managed antivirus, security audits and managed backup with Acronis.
A support plan is an ongoing service agreement that keeps an organization's applications and cloud infrastructure running, up to date and secure, with hours for improvements and a scope defined in writing. At AVILA®, a technology firm based in Monterrey, Mexico, we provide service plans to clients in Mexico and the United States, and we round them out with managed antivirus, security audits and managed backup: we have been an Acronis partner since 2008.
What does a support plan cover?
Each plan is shaped around the applications and infrastructure your organization needs to maintain. It can include:
Systems and web apps: bug fixes, minor adjustments, library and programming language updates, and help for admin users.
Websites: content management system and plugin updates, form checks, SSL certificates and small content changes.
Servers and cloud: monitoring, operating system updates, capacity reviews and backups on Azure or hosting.
Microsoft 365: adding, removing and changing users, licenses, mailboxes, permissions and security settings.
Improvements: every plan includes hours for the changes the business keeps asking for, without opening a new project each time.
Service levels vary with the plan you choose and are defined case by case: scope, channels, service hours and response times by priority level. We don't offer generic response times: we agree on them with you based on how critical each system is, and they're put in writing.
What doesn't a support plan cover?
Our plans started out as on-site support plans. Over the years our clients' operations moved to web applications and the cloud, and our plans evolved with them: today they are service plans to maintain applications and cloud infrastructure. That's why we don't provide on-site support or support for users' computers (a help desk for desktops, printers or peripherals). If your organization needs that service, it's best handled by your own staff or a local provider; we take care of the applications, servers, cloud and Microsoft 365.
Preventive and corrective support
Preventive support is the work that prevents failures: applying security updates before anyone can exploit a vulnerability, renewing certificates and domains on time, checking that backups complete, watching disk space and performance, and removing accounts for people who have left the organization. It's scheduled and reported.
Corrective support is responding to something that stopped working or isn't working right: a system error, a form that won't submit, a user who can't sign in. It's handled according to the priority agreed in the plan.
A good plan spends more hours on prevention than on fixes. If there are urgent incidents every month, something in the infrastructure or the system needs a deeper fix, and we'll propose it.
How do you request support?
Clients submit requests on our customer support page. The form creates a ticket and, from there, everything happens by email: you receive the confirmation, the engineer's questions and the resolution notice in your inbox, with the full case history. We recommend describing what happened, since when, who is affected and, if possible, attaching a screenshot.
IT security: the measures that actually make a difference
A large share of incidents at small and midsize organizations don't come from sophisticated attacks but from stolen passwords, unpatched systems, excessive permissions and backups nobody tested. That's why our IT security starts with the basics, done right:
Automated, tested backups. Regular copies stored away from the main server, plus restore tests, because a backup that can't be restored isn't a backup.
Updates. Operating system, web server, programming language, content management system and plugins kept current, with a staging environment when the change calls for it.
Multi-factor authentication (MFA). Required for administrators and recommended for every user of Microsoft 365, business systems and hosting.
Least privilege. Every person and every vendor gets the permissions their role requires and no more, with admin accounts kept separate from everyday accounts.
Encryption. SSL connections, passwords stored with secure algorithms and sensitive data encrypted.
Audit logs. A record of who signed in, what changed and when, to investigate any incident.
Secure information sharing. No passwords over email or chat.
Managed antivirus, audits and managed backup
On top of those basics, we offer three security services that can be added to a support plan or contracted on their own:
Managed antivirus: protection that is installed, kept up to date and monitored remotely from a central console, with alerts reviewed by our team.
Security audits: a review of accounts, permissions, configurations, updates and backups, with a prioritized risk report and the actions to close each gap.
Managed backup: as an Acronis partner since 2008, we configure, monitor and test backups of your Azure and shared-hosting servers, and of computers with an Acronis license, so they can be restored when you need them.
Tools for sharing information
For the last item on the list, we offer our clients two tools for sharing information securely. Secrets lets you send a password or sensitive data through a self-destructing link: the text is encrypted in your browser before it's sent, and the server never sees the content or the key. Transfers is a portal for sending and receiving files through a unique link with an optional password and an expiration date; files are deleted when the link expires, and the company keeps a log of who sent what.
Experience behind the service
In 2012 we supported several organizations with systems, websites and support plans, including a distributor we still provide with support and licensing today: see the long-term licensing and support case study. We have been an Acronis partner for managed backup since 2008. In 2025 we migrated a client's server to Azure and placed it under a support plan. A support plan pairs naturally with our infrastructure and Azure cloud, Microsoft 365 and Copilot licensing and custom software and web apps services.
Benefits
- Systems, websites and servers kept updated and backed up, without relying on someone's memory.
- Service levels set by the plan you choose, defined in writing case by case.
- More prevention than emergencies: issues caught before they stop operations.
- A complete history of every request in your inbox, from ticket to resolution.
- Security done right: MFA, least privilege, managed antivirus and managed backup with Acronis.
- Free tools to share passwords and files securely.
- Hours for improvements included in the plan, without opening a project for every change.
Frequently asked questions
What does an AVILA® support plan include?
It's a service plan to maintain your applications and cloud infrastructure: preventive maintenance and corrective support for the agreed systems, websites, servers or Microsoft 365 services, plus hours for improvements. Service levels depend on the plan you choose and are defined case by case, in writing, so you know what to expect.
What are your response times?
They depend on the plan you choose and are defined case by case, based on how critical each system is: a sales system used all day is not the same as an informational website. We agree with you on priority levels and the response time for each, and they're put in writing. We'd rather commit to times we can meet than publish generic promises.
How do I submit a support request?
Through our customer support page. The form creates a ticket and all follow-up happens by email: you receive the confirmation, the engineer's questions and the resolution notice, with the full history. Describe what happened, since when, who is affected, and attach a screenshot if possible.
Do you support systems or websites you didn't build?
Yes, after an initial review. We analyze the code, infrastructure, access and backups to understand the condition we're receiving it in and the risks involved. Based on that, we propose the support plan and, if needed, a set of fixes up front. That way we never commit to supporting something we don't know.
Which IT security measures matter most for a midsize company?
The ones that close the most common doors: multi-factor authentication on every account, up-to-date software, least-privilege permissions for each user, managed antivirus, automated backups stored off the server and tested, and never sharing passwords by email. For backups we have been an Acronis partner since 2008, and a security audit tells you where to start.
How can I share a password securely with your team?
With Secrets, our free tool: type the password, the text is encrypted in your browser, and you get a link that self-destructs once it's opened or when it expires. The server never sees the content or the key. For files we use Transfers, with a unique link, optional password and expiration date.
Do you provide on-site support or support for users' computers?
No. Our plans started out as on-site support, but today they are service plans for applications and cloud infrastructure. We don't provide on-site support or a help desk for users' computers, printers or peripherals. We do take care of applications, servers, the cloud and Microsoft 365, and the security that protects them, all remotely.
Does the plan include new features for the system?
It includes small improvements within the hours each plan sets aside: a new field, an extra report, a rule adjustment. Larger features, such as a new module or an integration with another system, are quoted as a separate project with its own scope, so they don't eat into the time set aside for keeping operations running.
Case studies with this service
Distribution · 2026
Office 365 licensing and long-term support for a distribution company
Since 2012, a distribution company has relied on AVILA® for its Office 365 licensing and day-to-day support, and since 2019 for the management of Azure and Office 365 as well.