Proximity, responsiveness, commitment: what large groups can no longer offer
Frustrations you probably know well
You have probably experienced this situation: you call your provider about a critical incident, and reach someone who does not know your infrastructure. They need to "escalate," open a ticket, and wait for another technician -- whom you do not know either -- to look into the issue.
Constant turnover
Your contact changes every 6 months. Each new one has to learn everything from scratch.
Systematic escalation
Level 1, level 2, level 3... The incident passes from hand to hand before being addressed.
Opaque subcontracting
You do not know who is actually working on your servers or where your data is located.
Contractual rigidity
Adding a server requires an amendment, 3 signatures, and 4 weeks of lead time.
These problems are not exceptions: they are structural. The larger an organization grows, the more it must standardize, and the more it loses in proximity and responsiveness.
Four concrete commitments
Richard Demongeot is your primary contact, from the first call to incident resolution. Someone who knows your infrastructure answers when you call -- not an operator.
No escalation, no "let me transfer your request." The person who picks up is the one who resolves. Our contractual commitments include a GTI starting at 1 hour with 24/7 on-call support. Learn how we organize our 24x7 on-call and our detailed article on PagerDuty, escalations, 1h GTI: our on-call process.
Business started as a freelancer in 2007, company founded in 2016, loyal clients since 2010. Our reputation is built on the quality of service delivered, not the size of the contract signed. Every client matters.
Our on-call providers and specialized partners (Signal18 for MariaDB, for example) have been collaborating with us for years. You always know who is working on your infrastructure.
A checklist to evaluate any provider -- including us
Who will be my day-to-day technical contact?
At RDEM Systems, it is Richard Demongeot, founder and systems engineer. Not a salesperson, not a project manager: the expert who works on your infrastructure.
Will I always speak to the same person?
Yes. Your primary contact remains the same, whether for an incident or to plan an upgrade. Specialized subcontractors may step in occasionally, but coordination and follow-up are always handled by a single person who knows your infrastructure.
What happens when my usual contact is on leave?
Our on-call partners have been working with us for over 10 years. They know our methods, our tools, and have access to all documentation about your environment.
Do you subcontract interventions?
We work with identified and stable partners, not anonymous subcontractors recruited on a case-by-case basis. You always know who is working on your infrastructure.
How quickly do you respond to a critical incident?
Our contractual commitments include an intervention time (GTI) starting at 1 hour with 24/7 on-call support. The short decision chain helps reduce escalation delays.
Do you own your infrastructure or rent from a third party?
RDEM Systems operates its own autonomous network (AS206014) with physical servers in Equinix datacenters. We do not resell hosting: we produce it.
How do you handle scaling or changes?
A phone call or email is all it takes. No 12-step formal request process, no monthly steering committee to approve adding a server. Decisions are fast because the chain is short.
Will I receive surprise invoices for unrequested services?
Our pricing is fixed and predictable. Recurring services are billed monthly, ad-hoc interventions are deducted from a prepaid hour bank. No hidden costs.
What happens if I want to leave?
Your data belongs to you. We ensure complete data restitution and can coordinate the technical transfer to your new provider. No exit fees.
How long have your longest-standing clients been with you?
Some of our clients have trusted us since 2010. This loyalty is not contractual: it is based on the quality of service and the human relationship built over the years.
Have more questions? Check our full FAQ
Our best salespeople are the clients who trust us. Let's discuss your project.
5 B RUE DES NOYERS, 95300 PONTOISE, FRANCE