Remote-First
01
Screen Sharing & VPN Diagnostics
Secure remote access to diagnose and resolve software, configuration, and user account issues without dispatching a technician.
Explore solutionTechnical Support & Maintenance
IT SUPPORT FOR
BUSINESSES UGANDA.
When technology gets in the way of work, your team needs a technical partner who can diagnose the problem and get the business moving again.
Support Capabilities
04 tiles
Fast Resolution. Minimal Downtime.
Remote-first diagnostics with on-site dispatch when hands-on work is required.
Hands-On
02
On-Site Technical Support
Hardware repairs, cabling, server room work, and physical installations — when remote resolution isn't possible.
Explore solutionConnectivity
03
Network & WiFi Troubleshooting
Internet drops, Wi-Fi problems, DNS failures, switch and router issues, and network performance diagnostics.
Explore solutionDay One Ready
04
User & Device Setup
New employee onboarding, workstation configuration, device deployment — users productive from day one.
Explore solutionCertified performance
Tested on handover
The Metrics That Matter
Performance benchmarks that keep your business productive.
01
Defined
Your Service Agreement
Support hours and response times are set out in the contract, not a marketing figure.
02
Local
Engineers, Not Tiers
The person who answers is the person who can fix it.
03
Monitored
Network Health
Alerts fire before problems reach the people doing the work.
04
Accountable
One Point of Contact
The same team is responsible before and after handover.
Perspective SelectorCommercial & ROI
Choose your perspective
Engineered for the Boardroom and the Server Room.
Choose your role to review how this infrastructure aligns with your business goals:
Commercial & Operational Value
Fixed Monthly IT Costs, Zero Surprise Invoices & Fast Staff Resolution
Designed for CEOs, Managing Partners, and Operations Directors who want their staff productive without managing an expensive in-house IT department.
0115 Mins
Guaranteed Resolution Response SLA
Priority ticket escalation ensures business-critical blockers are addressed within 15 minutes remotely or 2 hours on-site.
Target: Average First Response Time
02Fixed
Predictable Per-Seat Monthly Billing
Eliminate unexpected repair bills with all-inclusive per-user or per-device plans that include proactive maintenance.
Target: Predictable Monthly OPEX
03100%
Enterprise Cybersecurity Protection
Shield your corporate data, payroll, and banking credentials with centralized ESET endpoint antivirus and backup protection.
Target: Licensed Endpoint Coverage
04Single
Single Accountability ICT Partner
One phone call or WhatsApp message connects your team to a certified engineer who solves the issue without passing the blame.
Target: Dedicated Account Lead
What You Receive With Every Backspace Deployment:
Executive ICT Health & Security Audit
Fixed-Fee Service Level Agreement (SLA)
Monthly Executive Incident & Uptime Reports
Annual IT Roadmap & Technology Budget
URA EFRIS Compliant · NITA-U Guidelines Aligned · 3-Year Hardware Warranty
How We Work
Specified, installed, proven
How We Work
FIG. 01
How We Work
Remote-First, On-Site When Needed
We start every support request remotely — screen sharing and VPN access let us resolve most issues within minutes, not hours. When the problem requires physical access, we dispatch a technician to your location.
- Screen sharing for real-time troubleshooting and guided resolution
- VPN access for server, network, and application diagnostics
- On-site dispatch for hardware repairs, cabling, and rack work
- Cross-platform support for Windows, macOS, and Linux environments
- Escalation coordination with third-party vendors when needed
Understanding the difference
Reactive vs proactive
IT Support vs Managed IT
Both keep your technology working — but they solve different problems.
IT Support
What this page covers
Reactive, day-to-day help when your staff has technical problems. Something breaks, you contact us, we help fix it.
- Helpdesk for user issues
- Troubleshooting and repairs
- Device and software setup
- Network and connectivity problems
- Cloud application support
- Printer and peripheral issues
Managed IT
Separate service — link below
Proactive monitoring, maintenance, security, and infrastructure management. We maintain your systems to prevent problems before they impact your business.
- 24/7 automated monitoring with support response per service agreement
- Patch management and updates
- Backup management and verification
- Endpoint protection and security
- Scheduled maintenance visits
- Monthly health reports
How we work
Remote & on-site
Remote and On-Site Support
We start with remote support to resolve issues quickly. On-site dispatch happens when hands-on work is required.
Remote Support
We connect to your systems securely through screen sharing and VPN. Most software, configuration, and user issues are resolved this way — without waiting for a technician to arrive.
- Screen sharing for real-time troubleshooting
- Software configuration and updates
- User account and permission management
- Email and cloud application support
- Remote device setup and configuration
On-Site Support
When the problem requires hands-on work — hardware failures, cabling, server room access, or physical installations — we dispatch a technician to your location.
- Hardware repairs and replacements
- Network cabling and infrastructure work
- Server room and rack maintenance
- Workstation setup and deployment
- Peripheral and printer installation
Clarity & Answers
FAQ
Frequently Asked Questions
Engineering Note
IT Support = help when something goes wrong. Managed IT = ongoing responsibility, monitoring, and maintenance. They serve different needs.
Backspace Insight
The real value of managed IT is that someone is responsible for the technology after deployment. Someone is watching, maintaining, and improving.
Our approach08 steps
We Don't Just Supply Equipment
The equipment list comes last. We assess coverage, density, load and your existing network first — then specify what the environment actually needs. From there we deploy, test and support it.
01
Assess
We audit your current environment, risks, and requirements.
02
Design
We engineer a solution architecture tailored to your needs.
03
Supply
We source and deliver the right hardware and software.
04
Install
Our engineers deploy the system with minimal disruption.
05
Configure
We optimize settings, policies, and integrations.
06
Integrate
We connect everything to work as one unified system.
07
Test
Every link, camera, and failover is proven before handover. You get the results.
08
Support
Ongoing maintenance, monitoring, and local helpdesk.
Turnkey Budget PackagesFixed scope, quote on request
No hidden fees
Turnkey budget packages.
Pre-engineered scopes. Deploy faster, with Backspace engineering from assess to support.
Startup / Small Office
10-25 Users
Request Quote
- Structured cabling & Wi-Fi coverage
- Core switching & VLANs
- Basic CCTV & access
- UPS backup
- 30-day support
Corporate Head Office
25-100 Users
Request Quote
- Fiber backbone & Cat6a cabling
- Enterprise Wi-Fi 7
- VoIP PABX
- NVR CCTV & biometric
- UPS + solar ready
- 60-day support
Hospitality & Multi-Site
Custom Sizing
Request Quote
- Multi-site MPLS / SD-WAN
- Guest & staff Wi-Fi
- CCTV & access control
- POS & PMS integration
- Power resilience
- Ongoing managed support
Backspace Triple Guarantee
Engineering you can trust. Performance you can prove.
2-Hour Dispatch
Engineer dispatched within 2 hours for critical sites in Kampala, Wakiso, Entebbe and Jinja.
Cable Pass Certificate
Every cable link tested and certified to standard. You receive the report at handover.
No-Questions Hardware Replacement
Defective hardware replaced fast, no paperwork delays.
Briefcase Contractor Antidote
Site autopsy
Before & After Backspace
Left: the contractor spaghetti you inherit. Right: the Backspace standard we deliver and maintain.
Before
- Spaghetti cabling, unlabeled and untraceable
- Mixed vendors, no standard, warranty gaps
- Ad-hoc Wi-Fi with dead zones and collisions
- No test reports — installations by the cheapest bidder
- Finger-pointing between suppliers when things fail
After
- Backspace standard: labelled, tested, certified cabling
- Single vendor accountability, documented as-built drawings
- Predictable coverage with heatmaps and VLAN isolation
- Full test reports, certification and handover pack
- One number, one SLA, engineered to scale
Book Site Assessment
Free on-site audit · Certification test report · Engineering plan with costs
Get Technical Support
Tell us what's happening. We'll diagnose the problem and work through it with your team.
This system connects to04 related