You're the architect and decision-maker - always. Engave acts as an operator and executor, not an owner of the infrastructure. Any change to configuration, architecture or security policy requires your approval. In a model where you have an internal IT department, Engave only carries out what you approve. We can recommend, propose and flag risks - but the decision always stays with you. Full documentation of every change goes into the ticketing system and the monthly report.

At the start of the engagement, we agree on the exact scope of access - remote (RDP, SSH, monitoring tools) and physical (server room visits). Engave doesn't have standing, unrestricted access to everything. Access is granted according to the package scope and can be modified or revoked at any time. The Zero Review includes an inventory of existing access rights and is often an opportunity to clean them up - many companies discover forgotten service accounts with admin rights during this process. Everything is documented, and you have full visibility into who had access to what, and when.

Yes - and it's one of the most common models. The hybrid collaboration model is the standard, not the exception. A typical scenario: Engave takes over the entire L1 helpdesk (users get one number, you get peace of mind), your department handles L2 and L3. Alternatively, Engave supports you at L2 in areas where you have skill gaps (e.g. security or backup), and your department handles the rest. We define the scope during the Zero Review - tailored to what you actually need, not a fixed template.

Package hours cover all work performed under the subscription: L1 tickets, L2 work, remote support, reviews, documentation. Every task is logged in the ticketing system in 30-minute increments. You have real-time access to the ticketing portal - you can check at any moment how many hours have been used and on what. At the end of the month, you get a report with a full breakdown. Hours don't roll over to the next month - which makes sense: we're keeping the team on standby around the clock, not running an hours bank.

In the Standard (1 incident/month) and Max (2 incidents/month) packages, an on-call Engave engineer is available 24/7 for critical incidents. A critical incident means: an unavailable server, multiple users unable to work, a security breach. You report it through a dedicated emergency number (not the ticketing portal), and a 1-business-hour response time is guaranteed. In the Mini package, incidents outside business hours are handled the next business day, which reflects the subscription price. If you need full 24/7 availability, we can discuss expanding the package.

The environment documentation created during our cooperation belongs to you - not to Engave. When the cooperation ends, we hand over the complete documentation in a form ready to be taken over by another provider or your own team. This is one of the goals of the Zero Review and systematic documentation - so you're never held hostage by a vendor. It's stated explicitly in the contract: all documents, infrastructure maps and configurations produced are your property.

Engave has 15 years of experience and 500+ implementations across Poland - which means exposure to a very wide range of technologies. Our expertise is backed by certifications in Microsoft environments (Azure, M365, Entra ID), Veeam, VMware, Fortinet and Cisco. If you have a specific stack you want to verify before deciding - that's exactly what the initial conversation and Zero Review are for. We never claim competencies we don't have. If we come across an area outside our specialization, we say so directly and look for a solution together with you.