# IT support

Source: https://handboek.snelparts.com/en/it-support.md

> Who to contact for IT questions or problems, and how to report something.

This page describes who to contact for IT questions or problems.

## Who to contact for what

IT at Snel Parts sits with **Ramon**, in the **CTO** role. He is responsible for, among other things:

- the management and security of work devices;
- the uptime, speed, and security of the online storefronts;
- server health, database integrity, and backend integrations;
- the live data dashboards inside the company;
- structuring and maintaining digital work environments like Fizzy and this handbook;
- **deep tech support** — complex hardware and software issues that exceed standard troubleshooting.

See [Organizational structure](https://handboek.snelparts.com/en/organizational-structure.md) for the full role description and KPIs.

For day-to-day operational "Red Alerts" — such as a (label) printer failure or errors inside Picqer — the **Warehouse Manager** is the first point of contact to keep the operation running. If the problem can't be resolved there, escalate to Ramon.

## Reporting a problem

- Is something not working and blocking your work? Report it right away, so an order or process doesn't get stuck.
- When reporting, briefly state: what is happening, on which device or in which system, and since when.
- For a lost or stolen device, a suspicious email, or a suspected leak: see [Security & privacy](https://handboek.snelparts.com/en/security-and-privacy.md) and report it immediately.

> [!NOTE]
> Never leave an order or process "stuck". If you cannot solve an issue within
>   your role, escalate it immediately to the next responsible person.