ACT Technical Support
Single point of contact for the whole operation, with tickets opened, triaged, and tracked in GLPI, from start to finish.
Service overview
Technical Support is ACT's front line for the whole operation: every request related to our managed services (Managed IT, Networks, Digital Security, IP Telephony, and Corporate Wireless Network) goes through this team. Tickets are opened, triaged, and tracked in GLPI, ensuring full traceability from opening to closing, with automatic escalation when an issue requires a more advanced technical level.
Full-scope support
The same team resolves everything from day-to-day requests to critical infrastructure issues, with no handoffs between departments.
Two service channels
Remote support for fast resolution and on-site support for hardware, installations, and technical visits.
Full traceability
Every ticket is logged, categorized, and tracked in GLPI from open to close, with history by technician and client.
Support hours and coverage
Business hours + extended on-call: outside business hours, support continues in an on-call regime, with extended coverage on weekends and holidays.
| Coverage | Hours | Note |
|---|---|---|
| Business hours | 8:30am–12:00pm and 1:00pm–5:30pm | Monday to Friday: full support, remote and on-site. |
| On-call · weekdays | 6:30am–8:30am and 5:30pm–10:00pm | Extended coverage before and after business hours, subject to an extra contract or billed technical hour. |
| On-call · weekends and holidays | 8:00am to 10:00pm | Dedicated coverage for critical incidents on Saturdays, Sundays, and holidays, subject to an extra contract or billed technical hour. |
Service modes
Remote · On-site
Remote support
- Software installation and configuration
- System access issues
- General workstation configuration
On-site support
- Hardware maintenance and replacement
- Installations and reformatting
- On-site network and server diagnostics
Scope of coverage
Support across every ACT pillar: technical support covers all of ACT's managed services, each with its own specific service fronts.
Software
- System installation
- General configuration
- General troubleshooting
Computer maintenance
- Reformatting
- Hardware replacement and repair
- General workstation issues
Incident monitoring
- Link outages
- Servers down
- AP and network asset failures
Networks
- Corporate network configuration
- Asset monitoring
- Wireless networks and VPN
Security
- Firewall and access policies
- Automated backup
- Testing and auditing
Telephony and other
- Corporate IP telephony
- Softphones and extensions
- Miscellaneous infrastructure requests
Support workflow
From ticket to resolution
-
1
Opening
Ticket logged in GLPI, by phone or WhatsApp at +55 42 3036-6200.
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2
Triage
Classification by category, priority, and channel (remote or on-site).
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3
Escalation
Critical or infrastructure cases are escalated to a more advanced technical level.
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4
Resolution
Solution executed, remotely or via an on-site technical visit.
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5
Closing
Solution logged and ticket closed in GLPI.
Want to know if ACT Technical Support solves what your operation needs?
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