Remote and on-site support
We resolve issues remotely with our remote assistance tool using encrypted sessions, and we visit your office in the Aburrá Valley (Medellín metropolitan area) when the case requires it.
Support and supply
IT Support
Your operation can't wait, and neither do we
IT Support tailored to your business
Every minute a computer is down means lost productivity, unhappy customers and missed opportunities. Traditional IT support makes you wait hours or days to fix problems you need solved now.
At Pronetsys, we handle incidents remotely or on-site, diagnose precisely and resolve efficiently, with Level 1, 2 and 3 support (L1, L2, L3) depending on the complexity of each case. But we don't stop there: we implement preventive maintenance so problems don't happen in the first place.
The result? Fewer interruptions, longer-lasting equipment and a team that can focus on what really matters.
Benefits
What your business gains
L1, L2 and L3 levels
From office software, email and printer problems to critical server incidents and service recovery.
Predictable costs
With monthly ticket bundles you know how much you will spend on support each month, and the larger the bundle, the lower the cost per ticket.
Prevention over correction
We detect potential problems before they turn into critical failures.
Documented history
Every case is logged in our support portal (soporte.pronetsys.com.co), with traceability and online tracking.
Requests via WhatsApp
Log your cases and check your ticket status with our WhatsApp chatbot.
We don't just put out fires, we prevent them. Technical support that combines fast response with preventive maintenance for uninterrupted operations.
Service scope
- L1 support: office software, email, printers, peripherals and basic connectivity
- L2 support: operating systems, networks, business applications and complex diagnostics
- L3 support: servers, service recovery and critical incidents
- Per-incident support or monthly ticket bundles
- Remote support and on-site visits in the Aburrá Valley
- Support portal with history and online tracking of every ticket
- Priority service with an SLA, a monthly case report and a direct channel with ticket bundles
- Preventive hardware maintenance (up to 5 devices) with annually paid bundles
How we deliver it
- 1
You log your request
Through the ticket portal, via WhatsApp or through our contact channels.
- 2
We classify the case
We assign it to the right support level (L1, L2 or L3) based on its complexity and priority.
- 3
We resolve it
We work remotely and, when technically necessary, at your site.
- 4
We document and prevent
We close the case with its history and recommendations to keep it from happening again.
Frequently asked questions
Your questions answered
What is the difference between per-incident support and ticket bundles?
Per-incident support is paid for each service call and is ideal for occasional needs. Monthly ticket bundles offer a lower cost per ticket, priority service with an SLA, a monthly case report, a direct channel and, starting with the 10-ticket bundle, included on-site visits.
Do you provide on-site support?
Yes, in the Aburrá Valley: Barbosa, Girardota, Copacabana, Bello, Medellín, Itagüí, Envigado, Sabaneta, La Estrella and Caldas. Support is provided mainly remotely, and we go on-site when the case technically requires it. For locations outside the metropolitan area, the technician's travel expenses are quoted separately.
What are your support hours?
Monday to Friday from 8:00 a.m. to 4:00 p.m. and Saturdays from 8:00 a.m. to 1:00 p.m. Service outside those hours can be arranged in advance.
How much time does each ticket cover?
Each ticket or incident covers up to 2 hours of effective service time. If a case runs longer, it uses an additional ticket.
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Ready to take your business to the next level? Schedule a free diagnostic session: we review your technology operations and give you a tailored proposal, with no obligation.