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 - Local ADVANCED Assistance Support (LAAS) - REMOTE (per hour price).
- LAS (Local Assistance Support).
- Access to Certified Engineers and TRT (Technical Resource Team).
- Premium Services that includes personalized Support.
- Enhanced Escalation with the Vendor Support.
The ADVANCED SupportService is available 8 X 5 (8 hours per day, 5 days per week). Support isoffered in English and Spanish languages during business hours Monday to Friday9:30 am‐ 5:30 pm (with lunch break) and can be done following ways: Local (prices may vary due to the location of the service), Remote (via LogMeInRescue), Telephone or E-mail.
ACG Local ADVANCED Assistance Support (LAAS) will respond and work to resolve customer-submittedproblems, related to the Products installation, administration andoperation in accordance with the response times, escalation procedures andstatus updates set out in this document, in order to:
- Answer generalquestions.
- Initial Firewallpreconfiguration.
- Deploymentconfiguration of devices and or any capable Site 2 Site Tunnel.
- Advancedhardware replacement for as long as your support plan is active with ACG (RMA).
- TechnicalSupport and Warranty for the devices and software.
- Address issuesresulting from brand products malfunction.
- Provide helpand guidance with respect to virus disinfection and the use of virus recovery/disinfection utilitiesprovided by Sophos.
- Provide helpand guidance with respect to threat detection.
- Provide helpand guidance with respect to extended policy configuration and customer filteroptimization.
- Quick access to our Support Professionals, with knowledge in all Portfolio Products & Services
| LOCAL SUPPORT CRITICITY AND RESPONSE |
||
| Status Definitions with Initial Response Times, since it is taken the requirement either by On-site, telephone, |
||
| CRITICAL |
3 business hours |
Catastrophic inability to complete job duties. (depends on the location area/city) |
| HIGH |
5 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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