ASSETEL MAKES THE FOLLOWING OFFICIAL CONTACT METHODS AVAILABLE TO OUR CUSTOMERS FOR THE SUPPORT OR TECHNICAL SERVICE ATTENTION:
24 X 7 X 365 TELEPHONE TECHNICAL
SUPPORT CENTER
-
Only for calls that are not with long distance code number 33
Your ticket will be generated by the support engineer during the call.
SELF-SERVICE MODULE
Create your tickets and see the status of them any time.
Incident escalation:
Assetel makes available the following levels of escalation of incidents for our clients:
1st escalation
2 hours after the incident.
-
LINKSIDE SERVICES
(Internet, Metropolitan Connectivity)
Engr. Paula Gomez Head of NOC
-
BeSIDE Service
(Firewall, Switch, Access Point, EDR)
Engr. René Marquez BeSIDE Coordinator
-
CloudSIDE Services
(Virtual Machine, Cubing, E-mail, Telephony)
Engr. Salvador Rivera
Head of CloudSIDE Services
2nd escalation
4 hours after the incident
* For the escalation of an incident, it is required that a previously opened ticket of service exists.
* The TAC coordinator monitors the life cycle of an incident and determines the need for early escalation if necessary.
* For critical incidents with a high level of importance, it will immediately escalate to Level 3 in conjunction with Level 4.
- Chimalhuacán No.3569, Piso 5 int. 6,
Col. Ciudad del Sol, Zapopan, Jal.
-
Support:
33 4737 0090
33 5351 6700
800 1127 738
- Opening hours 24hrs.
