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Professional Services

Spectacular advances of the software programming and application capabilities have recently stood behind ACT’s belief in effective implementation of ICT solutions by providing the technical expertise, professional advice, quality service and leading edge technology that institutions, government entities, corporations, and enterprises require.

As System Integration Company, ACT Implementation team provides multiple type of system implementation to reach the maximum customer satisfaction. As we are certified as Golden Partner for HP and Cisco, we use their high end technologies to meet our customers’ need and present our specialization in: HP Workstations Specialist Implementation, HP Personal Computing Specialist Implementation, HP Advanced Computing Specialist Implementation, HP Advanced Storage Specialist Implementation, HP Converge Infrastructure Specialist Implementation, HP Advanced Networking Specialist Implementation, HP Professional Networking Specialist Implementation, and HP ServiceOne Specialist Implementation, CISCO Advanced Routing/Switching Implementation, CISCO Advanced Security Implementation, CISCO Advanced Unified Communications, CISCO Advanced Wireless LAN, CISCO Express Foundation, CISCO IP Telephony Implementation, CISCO Network Assessment.

In ACT, we believe that our customers are priceless. Accordingly, we present all possible ways to calculate the installation fees in order to satisfy and suit our customers, by providing three types of charging: Charging per Man Power, Charging per Percentage and Charging per the Implemented Service (for price kindly contact directly the Service Team).

Monitoring the tremendous growth in the Middle East in IT field, we are aiming to capture ever large portion of this growth by focusing on the most vital assess we own, our Engineers.

In ACT, we are keen to skill our Engineers to provide installation and support for servers, workstations, PCs, desktops and network operation system. Also by focusing on Warranty, Service Level Agreements, Golden- Silver- Bronze, per Call support and the professional services. We offer up to 24 hours, 7 days a week, with grantee repair, through a fully automated, ISO certified service center.

In addition, the customers have the option to upgrade the services covered by applying to a tailored SLA in order to insure a time effective support to their mission.

In ACT, we have the capabilities needed to help you to understand, manage, and implement information systems that support and leverage application software functionality by using our extensive experience in system, network, database, and operations management, as well as meeting integration and Internet requirements. Whether it’s installing a complete infrastructure or simply adding a peripheral, our technical service team is ready.

Our Technical Services Team has a very wide experience that varies from Assessment, Installation, Configuration, Problem Troubleshooting, Resolution, Fixing and Project Implementation acceptance with a complete Infrastructure solution. Also, we offer up to 24/7 services coverage with grantee repair and different response time throughout a fully automated customer relation management system as well an authorized certified service center.


Service Desk

At ACT, we have the scale and expertise to create a complete solution for your organization. From front- end consulting and planning, to integrating and even managing your technology solutions, we have the depth and experience to respond to your unique challenges and opportunities. “Quality, efficiency and transparency” are the hallmarks of our support. We aiming to exceed customer expectations, Service excellent is our goal.

In ACT’s Service Desk team, you will find the skilled staff who understand the details of your business need, and know the impact of technical problems and the urgency to resolve them. The Service Desk is ready to assist you in resolving applications, hardware and product issues for all ACT’s customers covered by a software and/or hardware support agreement. The Service Desk’s processes and procedures are to ensure that each request, is handled in the most efficiency, professional and inclusive way in order to realize the maximum customer satisfaction.

All Service Level standards and measurements are based on the priority assigned to a case on how quickly the Service Desk team will respond on customer’s issue and in case the issue was not resolved from the first call and how long would it take to be resolved. If any time the customer feels that the level of support they are receiving does not meet the defined Service Level Guidelines or expectation, they are free to escalate it but first they have to make sure that the case has been submitted and exceed the response and resolution time. At this point, we will go into it immediately to bring this to a satisfactory result.The phone support is one of the preferred way to provide an assistance to the customers. Our Service Desk’s team offers a phone support up to 24 hours, 7 days a week using state of art call routing technology and our own call tracking system in order to provide the maximum assistance for our customers.

The Service Desk can be accessed 365 days a year using several methods: Email, Phone and Fax. In 2009, ACT decided to add a new free service to offer technical support during month closing for financial applications, stores and Food & Beverages applications after working hours during the period of 25th of each month till the first week of the next month as follow:

     •  From Saturday till Thursday starting from 5:00 PM till 12:00 AM
     •  From Saturday till Friday starting from 10:00 AM till 12:00 AM
     •  Service will be delivered through Phone and/or remote connections
     •  In case of a situation needs our support engineer to be on site, customers should follow the agreed procedures.

Our Service Desk Team use their state-of-the-art knowledge environment to leverage the collective knowledge and experience of our engineers, in order to create the most innovative solutions for our clients by covering the largest scope of support: Fidelio Front Office and sub modules, Interfaces, Accounting Systems, Micros Point Of Sale Software, Sales and Catering CCM, Micros Fidelio Financial, Professional Services, HP Hardware, Cisco Network and HR Payroll.