| Most ad-hoc support services are designed to provide support in the
fastest and most efficient method possible. When customers request
telephone support it is because they need that support right now.
However, if you have a large number of support requests and the majority
are not systems critical, then email support is a viable option.
Provided as part of most GEN Service Level Agreements, and included as a
quantified inclusive service for most GEN Solutions, Email Support can
be a powerful tool in your IT Department.
Once a request is received by us, then it will attract an initial
charge, we will then investigate the issue and response via email with
our suggestions which concludes the transaction. If we require
additional information then we will ask for this will incur an
additional charge. It is important you follow the instructions on
reporting a fault link below to ensure that we have all the information
required to answer your query without the need for more information. As
with most GEN Support services, email support is operated on a 'Best
Efforts' basis, in that we will make every effort to resolve your issue
swiftly but this is not guaranteed. If you require a fixed price
guaranteed fix then you should consider our Service Level Agreements
found
Here. |
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