IT Managed Services

With specialized and certified engineers to manage each of your technological challenges, we can provide the best service with customized solutions.

We have over ten years of experience helping clients overcome their technological challenges with different needs in IT Managed Services and Technology consulting services.

Our processes and procedures are based on the leading industry standards, such as, ITIL and ISO 27001:2013 and Cisco Provider accreditation.

Accumulated experience of more than 10 years.

3000 +

Monthly Devices Monitored

90 %

Annual NPS (Net Promoter Score)

+ 1500

Monthly Incidents

ISO 27001

Support Site Certified

Some of the advantages of choosing CRG as your provider of managed solutions

Time-saving

Historical data in real time

Business continuity with data backups

Streamline process adoption and improvement

We follow ITIL Framework for best practices in our management service.

These are some of the benefits of applying the methodology.

Incident Management:

We manage incidents through our ARC (Advance Response Center) from detection to closure.

Problem Management:

From first identification to final elimination through our ARC.

ITIL Practices:

The ITIL practices of Change Management are used to minimize failures.

Release Management:

Version management using JAMF, Intune, and other tools to keep the infrastructure up to date.

Event Management:

Monitoring events through the NOC service and technical support.

Continuity:

Service continuity management by implementing continuity plans.

Quality Management:

Maintaining quality through monthly reviews of incidents, ensuring SLA compliance, and establishing a Quality Assurance department to ensure continuous improvement.

We take care of the day-to-day with the Helpdesk/ Service Desk, carrying out tasks such as:

• 24×7 Bilingual support
• Attention to incidents, problems, and change control.
• Different levels of support based on customer requirements.
• Escalation path to senior Engineers
• Certified Technicians and Engineers
• Quality Control and Training
• Support for leading technologies and manufacturers in the industry
• Visual analytics with data statistics and trends
• Monthly performance reports

Managed Services Billing
and Engagement Details

• 24-month engagement

• 60-day onboarding period

• Invoices are sent on the 15th of each month.

• Payment terms are 30 days net.

Frequently asked questions

Do you use ITIL as part of your operations?

Yes, we use the ITIL framework in processes such as: Incident Management, Change Management, Problem Managemnet, Release management, among others.

Do you offer 24/7 support?

Yes, we offer 24x7x365 services from Costa Rica, Barranquilla-Colombia and USA.

What mechanisms are used to ensure the security and reliability of the information?

The company is certified in the ISO27001 standard (Information Security) since 2020. This makes the services we provide robust and secure.

How many languages are spoken at the Center?

English and Spanish

What complementary services do you offer?

• Automation of processes to improve the investment of human resources time. • Quality control analysis of a percentage of tickets and completed calls to ensure process compliance and quality of service. • Business Intelligence reporting in tools such as PowerBI and Tableau • Access to real-time dashboards on the status of telephone campaigns and tickets.