It is the objective of GI Group to provide a flexible, high quality range of support services to our customers. Our technical support team is responsible for supplying the following services to our customers:
GI Group makes every effort to supply defect free software. However occasionally software problems do arise that affect the operation of the product. In this event the support services team is responsible for fixing these problems.
Before delivery all products are carefully tested on Company's equipment in the configuration identical to the customer's specification. If necessary, that procedure can be carried out at customer's site.
A specialist who takes carries out the consultancy part either in the development of the product or in its adaptation to the concrete configuration. The assistance in any situation is guaranteed.
All new versions of our products being released during the action of agreement are delivered to the customer free of charge, within the period of agreement's action, customer is getting consultancy on: product installation; The bugs that are found out during the period of agreement's action are being corrected by GI Group rapidly and free of charge (including documentation).
The current team has experience and expertise in GI Group applications, RDBMS, Windows NT, VB, SQL, and a variety of programming languages and relevant third party products.
Support services are provided by GI Group during the following office hours.
(Please note: support is not available during Middle East official holidays):
All fax correspondence.
All emails correspondence.
Every day: 24 hours.
The call logging service is supplementary service provided to enable the recording of all problem details.
The call logger will also issue the call reference number (log number) So that the problem can be referenced. The service is for collecting/ information; it is not intended to provide solutions.
Under certain circumstances, in order to prioritized your support issue make sure that you first contact your support engineer because he is the focal point in this issue :
Priority (A) Response: \ The response time will be in 48 hours.Reason:\The customer unable to run his business critical and main processes.
Priority (B) Response: \ The response time will be 7 days.Reason:\The customer able to run his business critical and main processes, but some other features of the software is causing inconvenience.
Priority (C) Response: \ The response time will be in 30 days.Reason:\The customer has some comments or needs minor issues to be resolved.
The primary point of contact for all support activity is your support engineer. You have direct access to this individual in order to raise and progress your support problems. If your support engineer requires additional information or is unable to resolve the problem during his initial contact then the call will be logged.
This may be done either by your support engineer or by the support call logger. This process ensures that a call reference number is associated with the issue so that it can be progressed. It is important that during the first contact with support engineer the priority and immediate course of action is agreed.
We recommend that you appoint a similar primary contact person (i.e. Manager) for your organization.
Although not as responsive as the other two methods, this service dose provides a fallback mechanism for communicating support problems. It is also available 24 hours a day (unmanned out of the office hours) and may be used as the first method (at the client’s discretion) of raising a support call if additional information is to be supplied. The call reference (log) number can also be transmitted automatically by the fax or mail service to you if you are unavailable.
The standard fax form should be correctly completed and signed by the customer’s support representative. It should then be submitted via fax to GI Group’s support team. Problems communicated on documentation other than standard fax form will be queried unless previous agreement has been obtained. If you have difficulty in completing the fax form please contact your support engineer who will provide the necessary help.
The call logging process may involve completing a fax form and attaching supplementary information. The previous section detailed the circumstances.
When the fax service can be used. The form itself is designed to contain as much relevant information as possible so as to speed up problem diagnosis. In order to ease your management of the problem and maintain consistency with our support services we recommend that you use the form within your internal fault recording system.
Once received by call logger the problem is recorded on the support log database and a GI Group log number allocated.
The call logger following data entry faxes confirmation of this number back to the customer
The support engineer is made aware of the new issues and endeavours to respond to the call within the target time for the log classification. The priority of the support issue may be re-assessed by the support engineer during first diagnosis with the new priority being agreed upon with the customer.