If you cannot find the answer to your request, do not hesitate to contact us.

How can I create a remote connection to the system?

You can create a remote connection only through a secure-net connection managed by Acram or a connection managed by the customer. For more information we recommend seeing the following points.

Can I use a corporate VPN service?

Yes you can do it but be careful that you may encounter uncontrolled risks and you also cannot take advantage of our plus services such as: intervention priority, dedicated mail server, automatic data backup.

Also consider that there may be some inconveniences that mean we may not be able to connect to your system.

Can I install remote assistance software such as Anydesk, Teamviewer, etc. on the machine’s control panel?

It is strongly discouraged to install remote assistance software on the machine’s control panel because it could interfere with device controls, creating potential contamination or product losses.

How does it work and how reliable is the secure-net platform?

The Secure-Net platform is guaranteed by the fact that a VPN protocol with SSL digital certificates is used.

How can I ensure that my data is not made public or visible to others?

Our company has implemented a structure compliant with the ISO 27001 standard so we are able to guarantee the protection of information confidentiality, the integrity of company data and the availability of IT systems.

What does priority of intervention mean?

We guarantee that the problem will be taken care of within a certain number of hours established in the contract.

Why is intervention priority important?

It is extremely important because you significantly reduce waiting times and therefore machine downtime.

If I don’t sign the intervention priority, how long do I have to wait?

It depends on the workload of our service.

For your needs we have decided to dedicate a technician every working day from 9:00 to 10:00.

What does all-inclusive package mean?

It means creating a competitive proposal that includes all services such as network, priority, maintenance, fault repair, etc. at a predefined and advantageous price that allows you to have certain annual costs.

What does automatic backup mean?

A backup copy of your machine is made every night on a dedicated server.

Backup copies will be kept for at least 1 year.

What does dedicated server mean?

We provide clustered servers to guarantee continuity of service 24/7.

What does dedicated mail server mean?

We dedicate a cluster of mail servers for forwarding the emails generated by the machine, we take care of its maintenance and interconnection to guarantee continuity of service 24/7.

Can I use a free mail server or a corporate mail server?

It is strongly discouraged as these types of servers are often updated and could generate disruptions due to changes in ports/protocols or otherwise.

Will it be possible to purchase additional hour packages?

YES! You can do this once the included number of hours has been exhausted.