At GT Software you’ll receive world class technical support by a group of dedicated engineers. You’re issues are our issues and we will work diligently to help you resolve them. Our support policies are designed to give you the answers you need in the shortest amount of time possible.
For Customer Support, there are 3 ways to contact support, listed here in order of preference, in order to expedite resolving your request:
1. The Web - http://www.gtsoftware.com/content/gt-software-support. This location provides you with access to our support representatives and a knowledge base. You can also set up a ‘My Stuff’ account to use for asking questions and receiving incident notifications. Questions asked via the Web are directed to support@gtsoftware.com to ensure timely response. Questions asked via the Web are assigned an incident number and receive an auto-response confirming delivery.
2. E-mail - direct to support@gtsoftware.com. This e-mail address will assign an incident number and send you an auto-response confirming delivery. Using support@gtsoftware.com ensures timely delivery.
3. Telephone - Direct calls to 404-253-1300 and ask for support. If all support representatives are busy you will be directed to voice mail. A representative will return your call or provide an e-mail response as soon as possible.
Customer Support
GT Software's Customer Support offers customers the ability to obtain telephone technical support twenty-four hours a day, seven days a week:
1. Prime Time Support - Monday through Friday - 8:30 a.m. to 7:30 p.m. EST.
2. After Hours Support - After hours support is provided by an answering service. Calling the GT main switchboard (404-253-1300) after hours (after 7:30 p.m. EST) will provide the customer with access to after-hours support. The caller can identify the call as an emergency requiring immediate assistance. Our answering service will notify the on-duty support representative and you will receive a call back momentarily.
GT Software also offers electronic support options for our partners and customers, available twenty-four hours a day, seven days a week. From our comprehensive knowledge base and frequently asked questions (FAQ’s) our support site will get you the help you need when you need it. Our support site enables you to e-mail our Support Representatives questions and receive responses. Our support site is currently offered at no charge to registered GT partners and customers. Contact us at http://www.gtsoftware.com/content/gt-software-support or e-mail us at support@gtsoftware.com.
Please note that GT Software’s online e-mail support is primarily designed for communicating non-mission critical queries and/or issues to our technical staff. These are dealt with by support representatives in the order that they are received and are normally responded to within 24 hours of receipt.
If you feel that the issue you are submitting may require in-depth one-on-one support or it is of a mission critical nature, please explore the options noted above.
Call Priority
Our current policy dictates a call turnaround time of 4 hours or less. While a problem or request may not be resolved in that time frame, we will contact you via e-mail or telephone within the 4-hour window.
Within the 4-hour response window we typically follow to prioritize calls (as opposed to prioritizing the issue itself) is as follows:
• Priority 1 – Production Outage or Signification system failure
• Priority 2 – High impact issues
• Priority 3 – As received
Escalation Levels
Level 1 – our Level 1 representative receives the initial e-mail or telephone call. Our Level 1 support representatives can resolve many issues. The scope of their resources includes product knowledge, product documentation, product history files and Level 2 representatives.
Level 2 – If an incident cannot be resolved by Level 1 it is escalated to Level 2. Our Level 2 representative receives an incident (e-mail or call) from level 1. The scope of their resources includes Level 1 resources plus access to product code and Level 3 resources.
Level 3 – If an incident cannot be resolved by Level 2 it is escalated to Level 3 under the direction of level 2. Level 3 consists of our product developers and architects along with any other company resource or outside resource necessary to resolve an incident.
It is not necessary (nor is it likely) to have perfect match of each characteristic to categorize an open issue to particular priority level. Any given issue must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The Level 1 or Level 2 support representative and the customer jointly determine the initial priority rating for the report. Level 2 and Level 3 support engineers may then negotiate with the customer to modify this priority after the report is elevated to them.
