Support Services
Promoting SUCCESS with dedicated support services
GDi has a long-standing commitment to serving and responding to the user community.
The primary goals of our dedicated support personnel are to promote success with the software solutions that we provide to end users and quickly respond to suggestions for continuing improvement of our software products.
GDi support is provided as part of either the negotiated and signed maintenance contract and service level agreement or included in the initial warranty period for standard GDi products and solutions or GDi supplied 3rd party products.
Technical support varies by type of maintenance contract and product groups.
Key customer benefits of GDi support services
We provide timely and knowledgeable technical support designed to help customers deploy, start using and get value as soon as possible from GDi products and solutions.
✓ On-hand expert technical assistance
✓ Efficient management and maintenance of customer’s GDi solution environment
✓ Allows the customer to focus on core business operations
✓ Minimize production outages and prevent system downtime
✓ Flexible support upgrade options
✓ Discounts for GDi training programs
FLEXIBLE SUPPORT PLANS
We have the support plans to suit your needs
STANDARD
- Standard Support w/o SLA
- 90 days or 12 months
- Guaranteed support for qualifying GDi product during initial warranty period.
- Renewable and extendable.
PREMIUM
- Premium Support with SLA during working hours
- 12 months
- Guaranteed support service response times based on 5 levels of incident severity.
- Delivered as support during weekdays and within working hours from Monday to Friday.
ENTERPRISE
- Enterprise Support with SLA during non-working hours
- 12 months
- Guaranteed support service response times based on 5 levels of incident severity.
- Delivered as support on a 24 hours / 7 days a week basis.
ADVANTAGE
- Advantage option
- 12 months or negotiated
- For Premium and Enterprise Support users.
- Provides for complete customization of support services.
