THE FIRST ACHIEVEMENT OF THE DAY IS TO SAVOR A GOOD CUP OF COFFEE
AND ENSURE THE CYBERSECURITY OF YOUR COMPANY.
PARTNERS
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ACG - Remote ADVANCED Assistance Support (RAAS) - REMOTE (per hour price).
- RAS (Remote Assistance Support).
- Access to Certified Engineers and TRT (Technical Resource Team).
- Premium Services that includes personalized Support.
- Enhanced Escalation with the Vendor Support.
The Support Service is available 8 X 5 (8 hours per day, 5 days per week). Support is offered in English and Spanish languages during business hours Monday to Friday 9:30 am‐ 5:30 pm (with lunch break) and can be done following ways: Remote ( via LogMeInRescue), Telephone or E-mail.
ACG Remote Advanced Assistance Support (RAAS) will respond and work to resolve customer-submitted problems, related to the Products installation, administration and operation in accordance with the response times, escalation procedures and status updates set out in this document, in order to:
- Answer general questions.
- Initial Firewall preconfiguration.
- Deployment configuration of devices and or any capable Site 2 Site Tunnel.
- Advanced hardware replacement for as long as your support plan is active with ACG (RMA).
- Technical Support and Warranty for the devices and software.
- Address issues resulting from brand products malfunction.
- Provide help and guidance with respect to virus disinfection and the use of virus recovery/disinfection utilities provided by Sophos.
- Provide help and guidance with respect to threat detection.
- Provide help and guidance with respect to extended policy configuration and customer filter optimization.
- Quick access to our Support Professionals, with knowledge in all Portfolio Products & Services
| REMOTE SUPPORT CRITICITY AND RESPONSE |
||
| Status Definitions with Initial Response Times, since it is taken the requirement either by telephone, |
||
| CRITICAL |
2 business hours |
Catastrophic inability to complete job duties. |
| HIGH |
4 business hours |
Loss of a major job duty. |
| MEDIUM |
8 business hours |
There is a problem to be solved, but customer is still functional and has other options available. |
| NORMAL |
24 business hours |
General request for machine setup reformat or other tasks that are not time sensitive. |
Services and Products
Services
We provide expert consulting and technology services to enhance digital security and efficiency. Our team ensures personalized support in cybersecurity, cloud computing, and network optimization.
Products
Our cutting-edge technology portfolio includes network security, cloud solutions, and IT infrastructure from top global partners, ensuring reliability and performance.
Revealed Results
+16
Years of presence
Attacks Prevented
+220
Territories
+3
Companies
+300
As a small business owner, cybersecurity was always a concern. ACG changed the game. Their personalized approach and effective security measures provided me with the peace of mind I needed. Fast, professional, and reliable. ACG is the perfect choice to protect your business in the digital world!
Santiago Aristizabal
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