IT support for small businesses in Zagreb – a guide for business owners
A guide to IT support for small businesses: managed IT vs ad-hoc support, what a maintenance contract should include, typical costs and budgets, and how to choose an IT partner in Zagreb.
Every business today depends on IT – whether you are a sole trader with three employees or a small company with more than 50 people. Yet most small businesses in Zagreb cannot justify a full-time IT person. The answer is outsourced IT support: a professional service that gives you the benefits of an in-house IT team without the cost of hiring one. This guide explains how IT support for small businesses works and how to choose the right partner.
Why do small businesses need IT support?
A modern business runs on technology:
- Email: Most business communication happens by email
- Cloud apps: CRM, ERP, accounting software, Google Workspace, Microsoft 365
- Network and internet: Wi-Fi, VPN and remote access for working from home
- Data protection: Backups, cybersecurity, GDPR compliance
- Equipment: Computers, printers, servers, mobile devices
- Productivity: IT problems mean downtime, and downtime means lost money
When technology stops, the business stops. Good IT support keeps everything running.
💡 Remember:
Every hour your staff cannot work because of an IT problem costs more than an hour of IT support. Regular maintenance pays for itself quickly.
Managed IT or ad-hoc support?
There are two basic models of IT support for businesses:
Ad-hoc support (“call us when it breaks”)
You only call an IT technician when something goes wrong.
Pros:
- You only pay when you have a problem
- No fixed monthly costs
- Flexibility – you can use different providers
Cons:
- Unexpected costs when a bigger problem hits
- Longer waits for help (you are not a priority)
- No proactive maintenance = more breakdowns
- The technician does not know your systems
- No long-term planning
Managed IT (monthly plan)
A fixed monthly fee for ongoing IT support, maintenance and monitoring.
Pros:
- Predictable monthly costs
- Proactive maintenance prevents problems
- Priority support – faster response
- An IT partner who knows your systems
- IT planning and advice
- Continuous monitoring and backups
- Security and compliance
Cons:
- A fixed monthly cost even when nothing goes wrong
- A contract commitment (often 6–12 months)
💡 Our recommendation:
For businesses with five or more employees, managed IT is almost always better value and safer. For sole traders and teams of one to three people, ad-hoc support is often enough.
What does managed IT support include?
A typical managed IT plan covers:
1. Remote support (help desk)
- User support by email and phone
- Remote troubleshooting (AnyDesk, TeamViewer)
- Fixing software problems
- Installing and configuring applications
- Help with Microsoft 365, Google Workspace and your CRM
2. On-site support
- Setting up new computers and equipment
- Network infrastructure (cabling, switches, routers)
- Installing and maintaining printers
3. Proactive maintenance
- Regular Windows updates
- Antivirus monitoring and maintenance
- Disk space monitoring
- Performance optimisation
- Catching problems before they happen
4. Backup and disaster recovery
- Automatic backups of all critical data
- Cloud and local backup (the 3-2-1 rule)
- Regular backup tests
- A recovery plan for when something goes wrong
5. Cybersecurity
- Antivirus and anti-malware protection
- Firewall configuration
- Email protection (spam and phishing filters)
- Security training for staff
- Advice on GDPR compliance
6. Network infrastructure
- Wi-Fi setup and optimisation
- VPN for remote work
- Network monitoring
- Bandwidth management
7. IT planning and advice
- An IT roadmap
- Planning equipment replacement
- Optimising software licences
- Cloud migration strategy
How much does IT support cost for a business?
Prices depend on the number of users, how complex your systems are and the scope of services. As a rough orientation (prices vary between providers):
Ad-hoc support
- Remote support: €25–40 per hour
- On-site support: €40–60 per hour
- Emergency call-outs: €60–80 per hour
Managed IT (monthly plan)
- Micro (1–5 users): €80–150 per month
- Small (6–15 users): €150–400 per month
- Medium (16–50 users): €400–1,000 per month
Our own prices are public: remote support is €30/hour, on-site in Zagreb €45/hour, and maintenance contracts start from €150/month – see the full price list.
⚠️ The hidden cost of the ad-hoc model:
One big IT incident (for example a ransomware attack or a failed server) can cost thousands of euros plus days of downtime. Regular maintenance prevents most of these scenarios.
IT budgeting – how much should a business spend on IT?
It depends on the industry, but an often-quoted guideline is:
- Start-up or sole trader: 2–5% of revenue
- Small company (5–20 employees): 4–6% of revenue
- Technology-intensive industries: 7–10% of revenue
What goes into the IT budget?
- Equipment (computers, printers, servers)
- Software licences (Microsoft 365, Adobe, CRM)
- IT support (managed or ad-hoc)
- Cloud services (hosting, backup, SaaS)
- Internet and phones
- Security tools
The essentials every business needs
1. Business email (Microsoft 365 or Google Workspace)
Professional email on your own domain (name@yourcompany.com) is a must today. Microsoft 365 and Google Workspace also include cloud storage and office apps.
2. A backup system
A backup is insurance for your data. Without one, a single ransomware attack can wipe out the whole business.
3. Antivirus and firewall
Security is not optional. Small businesses are frequent targets of cyberattacks too.
4. VPN for remote work
Gives employees secure access to office resources from home.
5. A CRM or ERP system
For managing customers, sales and business processes.
6. Cloud storage
Document sharing, collaboration and access from any device.
How to choose the right IT partner in Zagreb
Here are the key questions to ask (we go deeper in our guide on how to choose an IT support company in Zagreb):
1. Experience and references
- How long have they been in business?
- Do they work with companies like yours?
- Can they show projects or client recommendations?
2. Response time (SLA – service level agreement)
- How quickly do they respond? (1 hour? 4 hours? 24 hours?)
- Do they offer priority support for critical problems?
- Is support 24/7 or business days only?
3. Range of services
- Do they cover everything you need, or only part of it?
- Do they know your specific applications and systems?
- Do they cover all of it – computers, network, cloud, website?
4. Transparent pricing
- Clearly defined monthly prices?
- What is included, and what costs extra?
- Are there any hidden fees?
5. Proactivity
- Do they only react to problems, or maintain your systems proactively?
- Do they send regular IT reports?
- Do they advise you on upgrades and improvements?
6. Location, availability and language
- Are they based in or near Zagreb?
- How quickly can they be on site if needed?
- Do they offer both remote and on-site support?
- Can they support your team in English if you have international staff?
Conclusion
IT support is an investment, not a cost. Reliable IT keeps your team productive, protects your data from loss and cyberattacks and keeps the business running smoothly. For most small businesses, managed IT is the best fit – predictable costs, proactive maintenance and a long-term relationship with people who know your systems.
Perfect Light in Zagreb offers hourly IT support and monthly maintenance plans for small businesses, in English or Croatian. Get in touch for a free conversation and a quote tailored to your company.
Filip Curkić
Owner of Perfect Light. Builds websites and SaaS products such as FiskalMe and provides IT support to businesses and home users in Zagreb – in English or Croatian.