The value of GTAC technical support services

- to the End user is:

• Having all support requirements satisfied by product experts through a single access number.
• Working with GTAC support agents who are closely involved with the product lifecycle and take ownership of the problem until it is resolved
• Leveraging a full range of problem resolution tools and services.
• Leveraging electronic services on a 24 x 7 basis with unlimited usage including:
  • Newsgroups and conferencing
  • Incident reporting and status
  • A symptom/solution knowledge database for information queries
  • Reporting of errors or requests for enhancements from within many of our products
  • Technical newsletter articles
  • Software Field Bulletins (SFBs)
  • Online documentation
  • Patches and software releases available for downloads
  • E-mail subscription of technical information as it becomes available
  • A server for data downloads and uploads
  • License file retrieval and emergency license generation
  • Access to all electronic tools and services via a WebKey account.

-  to the Manager is:

• Reducing the distraction and the time consumed with unassisted problem diagnosis and resolution.
• Engaging in a more productive work environment resulting in increased efficiency.
• Receiving software updates and maintenance releases as part of the standard maintenance service contract.
• Automatic call tracking and escalation procedures for all incidents or problems reported.
  
  

- to the Executive Manager is:

• Gaining profit margin resulting from increased productivity and efficiency.
• Experiencing product quality and delivery times that exceed expectations.
• Working with a single vendor who can facilitate every support requirement and administer it with a simplified contract.