Technical Support Service
Gibraltar Solutions provides the vital support needed for your server based
computing environment. Our extensive in-house experience can be accessed through
telephone and/or on-site support.
Through ongoing cross-training efforts, we ensure that our service and support staff
is empowered to reach across departmental lines to utilize all the necessary resources
available to meet our customers' needs. Whether working with our phone support system,
through dedicated on-site personnel, or by remote access, the Gibraltar Technical
Support Services team maintains an ongoing commitment to continuous development,
process review and internal training to ensure that we, and our customers, succeed.
Our Technical Support Reporting System guarantees that only fully trained personnel
are handling the technical calls from our customers. Complete training histories are
maintained for each of our technicians to ensure that they are skilled in current and
emerging technologies. Among other credentials, all of our technicians are Citrix and MCSE
certified.
Technical Phone Support
Gibraltar Solutions? Technical Phone Support Services are available on two levels.
The Silver Plan provides telephone support from 8 am to 5 pm, Monday through Friday
(excluding statutory holidays). The Gold Plan provides telephone support 24 hours a day,
365 days per year.
|
Service Plan |
Phone Support Hours |
Upgrades |
On-Site |
|
Silver |
8-5, Mon.-Fri. |
Included |
Available |
|
Gold |
7 X 24 |
Included |
Available |
For those wishing to purchase supplementary phone support, Gibraltar can provide up to
40 hours of phone support during an annual contract term.
Gibraltar Solutions can also offer those customers with a campus style environment
the services of a dedicated or shared Technical Account Co-ordinator. Your co-ordinator
provides you with a single point of technical contact to co-ordinate all facets of your
service program, as well as to consult on issues of reliability, performance and
technical service.
On-Site Presence
Gibraltar Solutions' technical experts are available on a per hour basis to provide
on-site engineering services, or to assist in resolving a problem. A minimum 4-hour
charge will apply.
Customized Reporting
Customized reporting is available to customers at an additional charge. Services include
monthly summary reports detailing support activity, number of calls by call type, and
time spent on resolving outstanding items.
Continuous Monitoring
Proactive management of your IT infrastructure can eliminate costly, unexpected
surprises. Gibraltar Solutions' continuous monitoring service can provide you with
detailed information on your servers' use of resources, including CPU memory
utilization, user loads, trend analysis and application usage.
Assessment
Gibraltar Solutions can provide performance and capacity
analysis, configuration assessments and general system health checks on a quarterly basis. These services are
available at an additional charge.
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