Frequently asked questions

Open a ticket in the PITS help desk (https://app.optaerp.com/public/pits-soporte). Managed IT clients see the status of each case and its response times in OptaPits.

It depends on the priority: critical < 30 min, high < 1 h, medium < 4 h and low < 24 h. That is the time to start working on it, not to solve it.

The IT2S head office is at Carrera 11 # 71-41, Bogotá, Colombia, 110231. We have offices in Bogotá, Medellín and Cartagena and serve companies in Colombia, the United States and Mexico.

File a «habeas data» PQRS or write to info@it2s.com.co. We answer inquiries within 10 business days and claims within 15 business days.

It includes an unlimited remote and phone help desk, ticket management, user and access administration, the IT diagnostics lab and the PITS platform. Depending on the plan (Essential, Professional or Strategic) you also get priority and scheduled visits, STAND BY, level 3 support, asset inventory, preventive maintenance and IT department leadership.

Managed IT has a fixed monthly fee: Essential plan $1,250,000, Professional plan $2,150,000 and Strategic plan $3,150,000, all + VAT. The price depends on the number of users and servers each plan covers. In-house Managed IT, with dedicated staff at your site, is quoted by an advisor based on dedication.

It means hiring a provider to run your technology instead of keeping your own IT department. It makes sense when your company relies on a single technician, doesn’t know what computers and licenses it has, or its IT spending changes every month. With IT2S you get a team of engineers, contractual response times and a monthly fee you can budget.

It depends on your size and how critical your operation is. Essential covers up to 15 users and 2 servers; Professional, up to 25 users and 2 servers, with scheduled visits and IT department leadership; Strategic, up to 35 users and 8 servers, with weekly visits and STAND BY whenever needed. If you need on-site staff, the option is Inhouse.

It is the maximum time for an IT2S engineer to start working on your case from the moment you report it (not the resolution time): critical < 30 min, high < 1 h, medium < 4 h and low < 24 h, during business hours (Monday to Friday, 8:00 a.m.–5:30 p.m.), except with STAND BY. Resolution depends on complexity and is recorded in PITS.

Open a ticket at https://app.optaerp.com/public/pits-soporte or call the help desk during business hours, Monday to Friday from 8:00 a.m. to 5:30 p.m. Every case is recorded in PITS with its owner, history and evidence, and you can follow it with your own user account. Critical cases outside those hours go through the STAND BY line, depending on your plan.

PITS is the IT service management platform IT2S uses to run your Managed IT. With your own user account you see tickets, history, owners and evidence, the valued inventory of computers, software and licenses, and a password vault. Managers see times and inventory without asking for reports. It is included in every Managed IT plan.

A priority visit happens the same day, for critical incidents that can’t be solved remotely, and the help desk first confirms that someone needs to be on site. A scheduled visit is booked in advance for planned work and is included from the Professional plan. Extra scheduled visits cost $85,000 each on Essential and $65,000 on Professional and Strategic, + VAT.

Yes, with the STAND BY service: after 5:30 p.m., on weekends and holidays, for critical cases that can’t wait until the next business day. Professional includes up to 2 a month and Strategic includes it whenever needed. On Essential, or if you exceed your allowance, each extra incident costs $145,000 (Essential) or $85,000 (Professional), + VAT.

Additional asset inventory costs $8,000 per device and additional preventive maintenance $23,000 per device, + VAT. Both are paid once for each service performed, not every month. Use them when you need more inventory updates or maintenance than your plan includes; add them when you sign up or whenever you need them.

Yes. Quality documentation gets your IT department’s procedures ready for audits and certifications, in your company’s name, and costs $350,000 a month + VAT. The cybersecurity assessment reviews your network, computers and access and delivers a report with a remediation plan; it is quoted for your company, so contact us for a proposal.

Yes. In-house Managed IT assigns dedicated IT staff who work on your premises, part-time or full-time, backed by the help desk and the whole IT2S team. It is for companies that need someone on site every day. An advisor quotes it based on the dedication you need.

If your process is standard (invoicing, inventory, sales, point of sale), an Opta product is implemented in weeks and costs less, because it is already built. If your process is your competitive advantage and doesn’t fit generic software, it pays to model it as custom software. An IT2S advisor reviews which option fits you before quoting.

It depends on the option you choose. With Owned Code you pay for the development and the code belongs to your company. With Subsidized Code you don’t pay for the development up front: you finance it with a monthly fee for the agreed term. We set the option in the proposal, before the first sprint starts.

Per project. First we map your process and write it as epics and user stories; with that defined scope you receive the quote before we start. That way you know what will be built, in how many sprints and at what cost, and you can choose between Owned Code and Subsidized Code.

There is no single price: it depends on how many processes, screens, users and integrations your system needs. That is why IT2S quotes per project after defining the scope in user stories. If you don’t want to pay for development up front, Subsidized Code turns it into a monthly fee. If an Opta product already solves your need, the subscription usually costs less.

It depends on the scope. We work in two-week sprints, so from the first sprint you see working progress instead of waiting until the end. The number of sprints is set in the quote based on the epics and user stories, and you can adjust priorities at every delivery. An Opta product, by contrast, is implemented in weeks.

You define the epics and user stories with us at the start and review working progress every two weeks. In each sprint you can adjust priorities based on what you see. At the end we load your data and train your team by role. That way the software follows your process, not the other way around.

The Opta family, sold by COLCO, has eight products: OptaERP, OptaCRM, OptaWMS, OptaAcceso, OptaTPV, OptaFlow, OptaContacto and OptaPits. They are paid by monthly subscription and, as cloud software, are VAT-exempt. IT2S implements them in weeks on it2sCloud, with migration, training and support from the same team.

Yes. Integrations are part of it2sDev: we connect your current systems with Opta products and your custom developments, so information isn’t entered twice. Which systems and how they connect is defined during discovery and included in the quote. For example, OptaERP already includes DIAN electronic invoicing.

The same team that built it. At IT2S, whoever builds it supports it: migration, training, hosting on it2sCloud and support stay with one point of accountability and on a single invoice. You don’t depend on a freelancer or a third party who doesn’t know your code when you need a change or something breaks.

On it2sCloud, the cloud sold by COLCO and operated by IT2S, with firewall, VPN, monthly snapshot and 24/7 hardware support. Hosting it with the same team that develops it gives you a single invoice and one point of accountability for both the software and the server. Server capacity is tailored to what your system needs.

It is software that models and automates a business process: who requests, who approves, who executes and how it closes, with times, owners and indicators. At IT2S we build it as your own workflow intranet for processes such as purchasing, travel expenses, contracts or maintenance, so no request gets lost in email.

Any process with requests, approvals and owners. The most common are purchasing with manager approval and amount rules; travel expenses with advances, settlement and receipts; contracts with review, signature and expiration alerts; maintenance orders with evidence; and internal requests between departments. If you handle it by email and Excel today, it is a candidate.

An ERP centralizes company functions such as accounting, inventory, sales and invoicing. A BPM system automates how a process flows between people: request, approval, execution and closure. They don’t compete: a BPM system can feed your ERP. For business management there is OptaERP; for your own workflow, a custom BPM system.

OptaFlow is the Opta family product that automates approvals, requests and workflows by monthly subscription: it fits if your workflow resembles most companies’ workflows. A custom BPM system fits when your process is your competitive advantage and doesn’t fit generic software. An IT2S advisor helps you decide.

It depends on the option. Pre-designed workflow intranets have a monthly fee for the agreed term. Custom developments are quoted per project based on the scope defined in epics and user stories. Either way you get the price before we start, and with Subsidized Code you can pay for the development as a monthly fee.

With Owned Code you pay for the development and own the code, in your company’s name. With Subsidized Code you don’t pay for the development up front: you finance it with a monthly fee for the agreed term. The first gives you ownership; the second lowers the upfront investment. Both include support from the same team.

It depends on how many processes and rules your workflow has. The work follows four stages: discovery in epics and user stories, two-week sprints with working progress, data migration with role-based training, and deployment on it2sCloud. The number of sprints is set in the quote, and you see results from the first one.

On it2sCloud, the cloud sold by COLCO and operated by IT2S. Your workflow intranet is published over VPN, so only your authorized people can get in, with a monthly snapshot and support from the same team that built it. Software and server stay with one point of accountability and on a single invoice.

Yes. Processes change and your intranet should keep up. If you have Managed IT, the Professional plan includes 3 hours of intranet development a month and Strategic includes 6. If you need more, each extra hour costs $85,000 + VAT. Larger changes are quoted as a new sprint.

Traceability and control. Every request has a visible owner, time and status; approvals follow rules (for example, by amount or by department head) and don’t depend on someone reading an email. You also get indicators that show where the process slows down and who has it at each moment.

It costs USD 61 a month, VAT-exempt (cloud service), with a one-time setup fee of USD 110 and a 12-month term. See the it2sCloud plans on this page and the full plan comparison.

No. it2sCloud servers are cloud computing services, excluded from VAT in Colombia under article 476 of the Tax Code, so the price you see is what you pay for the server. The same applies to Opta subscription software. Managed IT services do carry VAT.

Each server is virtualized with Proxmox and includes a dedicated IP, firewall, VPN, monthly snapshot and 24/7 hardware support. Processor, memory and disk capacity is not fixed: it is tailored to what your systems need, and we help you size it. Software licenses have an additional cost.

A VPS is a virtual server: it shares physical hardware with others but has its own isolated resources, operating system and access. A dedicated server reserves a whole physical machine for your company, useful for heavy workloads or special requirements. On it2sCloud you can choose either, and an advisor helps you decide which one you need.

Yes. With the Custom server you choose the type (VPS or dedicated), vCPUs, RAM, NVMe SSD storage, operating system, data center, bandwidth, IPs, security and backups, and whether you want it managed or unmanaged. You get the quote before you sign.

Your accounting, payroll or inventory ERP (Opta or another), network folders with per-user permissions, Active Directory, firewall and site-to-site VPN, databases such as SQL Server or PostgreSQL, custom applications, websites and intranets, and remote desktops so your team can work from anywhere without installing anything on each computer.

No. Software licenses such as Windows Server or SQL Server are not included in it2sCloud plans and have an additional cost. You add them as extra services when you sign up for your plan, or they are included in the custom server quote, so you know the total before you sign.

Yes. Every plan includes a monthly server snapshot. If you need more protection, you can add a daily backup with 30-day retention on top of the snapshot. On a custom server you choose the backup policy when you configure it. That way you can get back to work quickly after a mistake, an attack or a failure.

With an unmanaged server, IT2S delivers the server with 24/7 hardware support and your team handles the operating system and applications. With Management by IT2S, we take care of updates, backups, periodic checks and server support. You can add management as an extra service when you sign up for the plan.

Yes, and it is one of the most common cases: companies with a server at the office, without backups or regulated power. The SMB plan is designed for SMBs moving to the cloud. An advisor reviews your systems with you, sizes the server and gives you a quote, so your systems are available without depending on the office.

Yes. Processor, memory and disk capacity is tailored to what you need, and you can grow to more servers or more disk without painful migrations. An IT2S advisor reviews the change with you and confirms the new price before applying it.

it2sCloud is sold by COLCO and operated by the IT2S team, the same team that supports Managed IT and develops Opta software and custom systems. That keeps cloud, support and software with the same team, so you don’t have to coordinate several providers when something goes wrong.

It is a CIO or CTO as a service: a provider takes on the leadership of your company’s technology without you hiring a full-time executive. With it2sManage, IT2S supports you with the IT budget, technology projects and the technical team, and connects those decisions to the business, without adding another position to your payroll.

When the company has grown and support is no longer enough. The signs are clear: management doesn’t know whether technology spending is well invested, technology projects have no one in charge, or IT decisions are made in a hurry. At that point you need someone who plans, prioritizes and is accountable for technology.

Managed IT runs the day-to-day: help desk, support, visits and inventory. it2sManage leads the technology: IT budget, projects and technical team, connected to business goals. One solves the cases; the other decides where technology is headed. They can be contracted together to get operations and leadership from a single provider.

It works on three fronts. On the IT budget, it helps you plan and prioritize technology spending. Through the technology PMO, it supports your company’s technology projects. And on the team, it leads the technical staff you already have. An IT2S advisor defines the exact scope with you based on your company size and projects.

An IT2S advisor quotes it, because it depends on the dedication your company needs, its size and the projects under way. The advantage over hiring an in-house technology director is that you don’t add a position to your payroll: you pay for the leadership your company needs and adjust it as your projects change.

With an IT2S advisor. In the first conversation they review your company size, your projects and the current state of your technology, and size the engagement you need. Then you receive a proposal with the work plan. You don’t need your own IT department or a Managed IT contract to get started.

Not exactly. The Professional and Strategic Managed IT plans include IT department leadership and planning: an IT2S technology director defines the work plan with you and supports your investment decisions. it2sManage is the standalone technology leadership service, covering budget, projects and team, and its scope is defined with an advisor.

It is the office that organizes and tracks a company’s technology projects: scope, owners, priorities and progress. In it2sManage, IT2S plays that role for your company and supports projects such as migrations, new systems or infrastructure changes, so each one has someone in charge and doesn’t stall halfway.

Yes. Leading your company’s technical team is one of it2sManage’s fronts. Your staff remains yours; IT2S gives them direction, priorities and a work plan connected to the business. If you also need support or a help desk, you can complement it with Managed IT.

The CIO (chief information officer) looks inward: internal systems, IT spending and governance. The CTO (chief technology officer) looks at the product and the technology customers use. An SMB usually needs the former: someone to organize the IT budget, projects and team, which is what it2sManage does.

It is the orderly system of cables, network points, patch panels and racks that carries voice and data to every workstation in your office. It is designed with plans, labeling and tests for every point, so any engineer can understand and extend it. IT2S designs it, installs it and delivers it certified and documented.

It depends on the number of points, distances, cable type, the condition of the site and whether the rack needs organizing or Wi-Fi needs to be set up. That is why IT2S quotes it after a site survey: you receive a proposal with scope and timelines and know what it includes before you approve. Schedule the survey with an advisor.

With a site survey: an IT2S engineer reviews your office, your current network and what you need. Then you receive the proposal with scope, timelines and price, before any work begins. That way the quote is based on what is actually at your site, not on a remote estimate.

Yes. Every installed network point is tested and delivered with its certification report, together with the plans and rack documentation. That evidence helps with audits, with claims if something fails, and lets any engineer diagnose the network faster. It is part of the service, not an extra.

We deliver the working network with installation plans, the certification report for every point and rack documentation, with equipment and connections labeled. With that information your network is documented: you know which point goes to which port, and any engineer can understand it without guessing.

Yes. We organize, label and document the equipment and connections in your current rack, even if we didn’t install the network. It is the fix when there are unlabeled cables, connections nobody understands or failures that are hard to trace. An organized rack reduces outages and shortens diagnosis time when something fails.

Yes. We design the wireless coverage of your office so it reaches every workstation, and we segment it to separate, for example, the company network from the guest network. We review your situation during the site survey, and the proposal states what to adjust or install.

When you open or move an office, when there are frequent network outages, unlabeled cables or messy racks, or when you need to certify the network for an audit or for growth. A poorly installed network causes outages no remote support can fix; during the survey we tell you whether tidying is enough or it needs redoing.

Yes. IT2S structured cabling includes the design and installation of voice and data points, with the same testing, certification and documentation process. During the survey we define how many points of each type your office needs and where they go.

Yes. it2sInfra builds the physical foundation and Managed IT runs the day-to-day on top of it, with help desk, visits and inventory. With a documented, certified network, the help desk diagnoses faster and the same provider is accountable for both. You can contract both services with IT2S.