Do we need our own IT staff?

No. A desk without its own IT staff can send tickets straight to Achekam’s support; requests that need approval still wait for your administrator first.

Can an IT technician see our business data?

No. The IT Support Technician role has no business-data permissions. It works tickets and, from a ticket, does access support through the owning services — and never on itself, an administrator or another technician.

What are the default SLA targets?

P1: 15 minutes to respond and 4 hours to resolve, around the clock. P2: 1 hour and 9 business hours. P3: 4 business hours and 3 business days. P4: 1 business day and 5 business days. Each desk can change them.

Does the desk include reports and asset management?

Not yet. Queue views and SLA status are on every ticket today; reporting, device and configuration records, and e-mail or Teams intake are later phases.

An IT service desk that keeps one case history from the first request to the fix

Employees ask for help from a catalogue written in their words. Agents work queues against SLA clocks on a business calendar, approvals go to a lead who is not the requester, and anything the desk cannot fix is escalated to Achekam with the whole history attached.

Achekam Enterprise Operations: Your own IT service desk: a catalogue in employees’ words, SLA clocks that never reset, and escalation with one case history. For Internal IT departments and enterprises.

Start free with Achekam Enterprise Operations · See the plans

The problems it solves

Requests lost in e-mail and chat. Every request is a numbered ticket with its own timeline, from a catalogue employees understand.
SLA clocks nobody trusts. Clocks run on the desk’s business calendar, pause while waiting on the requester, and never reset on escalation.
Access requests approved by the person asking. Requests that need approval wait for a lead who is not the requester.
Escalations that start from scratch. An escalated ticket carries a validated package to Achekam’s support, and both sides see one case history.

What it includes

Service desk

Service catalogue — A starting catalogue in employees’ words, which the desk rewords, deactivates and extends.
Tickets, queues and agents — Numbered tickets, queues, agents and the IT Support Technician role.
SLA clocks — Response and resolution clocks on a business calendar, with holidays.

Approvals and access

Approvals — Requests that need approval wait for a lead who is not the requester.
Access support from a ticket — Password-reset links, two-factor resets, unlocks, sign-outs and suspensions, each through the owning service.

Knowledge

Knowledge base — Articles with versions and search, suggested on tickets, and created from a resolved ticket.

Escalation and operations

Escalation to Achekam — Level 2 platform support and level 3 operations, on one linked case.
Security incidents — Visible only to responders and desk managers.

How it works

Open the desk. The desk is created on first use with its catalogue, queues and default SLA targets.
Add your agents. IT staff and IT Support Technicians, in queues.
Employees ask for help. From the catalogue, in their own words.
Work, approve, escalate, resolve. Against the SLA clocks, with one history all the way to Achekam and back.

Key capabilities

Service catalogue and SLAs — A catalogue in employees’ words, numbered tickets and SLA clocks on a business calendar that never reset.
Knowledge base — Articles with versions and search, suggested on tickets, and created from a resolved ticket.
Approvals and access support — Approvals by a lead who is not the requester, and access support from a ticket through the owning services.
Escalation and technical operations — Queues, SLA status, and escalation to Achekam’s level 2 and level 3 support on one case history.

The platform foundation

Enterprise Operations runs on the shared foundation: the same sign-in, two-factor and single sign-on your staff already use, the professional inbox for ticket notices, the hash-chained audit trail for desk roles and settings, and every desk table held apart per workspace by row-level security in the database.

Plans

Plan	For	Monthly	Annual	Trial	Includes
Operations Starter	Businesses	R 2 499 a month	R 24 984 a year	14-day free trial	5 users, 20 GB storage. AI assistant; Automation centre; IT service desk
Operations Professional	Businesses	R 5 999 a month	R 59 988 a year	14-day free trial	15 users, 50 GB storage. AI assistant; Automation centre; IT service desk; Advanced fields; Process designer
Operations Enterprise	Businesses	R 11 999 a month	R 119 988 a year	14-day free trial	50 users, 200 GB storage. AI assistant; Automation centre; IT service desk; Advanced fields; Process designer

Prices as published today; VAT and billing terms as shown when you sign up.

Questions

Do we need our own IT staff?: No. A desk without its own IT staff can send tickets straight to Achekam’s support; requests that need approval still wait for your administrator first.
Can an IT technician see our business data?: No. The IT Support Technician role has no business-data permissions. It works tickets and, from a ticket, does access support through the owning services — and never on itself, an administrator or another technician.
What are the default SLA targets?: P1: 15 minutes to respond and 4 hours to resolve, around the clock. P2: 1 hour and 9 business hours. P3: 4 business hours and 3 business days. P4: 1 business day and 5 business days. Each desk can change them.
Does the desk include reports and asset management?: Not yet. Queue views and SLA status are on every ticket today; reporting, device and configuration records, and e-mail or Teams intake are later phases.