- Support Levels
- HELP ME
- Protect your investment
- 24/7 & critical issue response
- Included Warranty Overview
- Support FAQs
GB Labs Support - Levels
GB Labs Support - Help
For queries regarding purchasing support or non-technical questions EMAIL US
If you're experiencing issues with our products, then please fill in the form here and a member of the GB Labs support team will be in touch shortly.
Our Support Engineers may require remote access to your system to help you with your enquiry. Please download the Teamviewer Remote Support application if instructed.
Phone - UK and RW - +44 (0)118 455 5000
USA - +1 661-493-8480
Urgent - Impacting a live production environment, no workaround is available and work is at a halt.
High - Impacting a live production environment with no workaround but limited work can continue.
Normal - Incident leads to minimal loss of service.
Low - Minor technical issue, with non-critical maintenance, or other requests.
Protecting your investment
Protect your investment for component and labour costs. The GB Labs Support advanced warranty package protects all your components and provides advanced replacement of all removable parts, eliminating the risk of additional downtime and cost. All our support packages include an advanced warranty that remains active during the entire support term, providing peace of mind for all failures that involve HDD and SSD.
Priority support by GB Labs experts
Our support specialists are waiting to help you with any technical issues or questions. We offer business hours support coverage via email and telephone at no additional charge. 24/7 and critical response times available with Enhanced and Enhanced+ support packages.
New features and enhancements
CORE.4 updates are only available to customers with an active support agreement. At the click of a button in the CORE.4 user interface (UI), customers can update their systems, ensuring the system's stability and providing access to new features and enhancements.
24/7 & 1 hour critical issue response
For critical production environments, downtime can significantly impact projects, business operations, and revenue. GB Labs Support packages allow customers the flexibility of two 24/7 options:
- 24/7 - Emergency out-of-hours support, including weekends.
- 24/7 - 1 hour response times for critical issues (Enhanced+)
Further benefits of Enhanced and Enhanced+
Customers can request GB Labs Support to connect and assist in troubleshooting or configuring simple tasks. GB Labs Support Engineers will take the lead. Ideal for customers who don't have time to wait or lack the confidence to work through issues with assistance only via phone or email.
The customer advocate will perform service delivery management for the customer. Acting as an escalation point for the customer and performing service management reporting and quarterly service reviews.
Access to discounted onboarding sessions
New customers can have a significantly discounted remote overview from one of our senior engineers. They will provide best practice guidance and assist in configuring core functionality – such as active directory, notifications, replication, simple cloud functionality and UPS.
Included Warranty Overview
For peace of mind, all GB Labs solutions include 30 days of standard technical support within the first six months of shipment (from GB Labs) and a 12-month limited warranty.
The included warranty provides replacement of removable parts (HDDs and removable PSU only). All other warranty claims will require a return to base (RTB) of the whole system.
The RMA process for the included warranty is:
- Raise an RMA with the GB Labs Support team.
- Faulty drives and removable PSUs will need to be shipped by the customer to GB labs via a tracked courier service.
- GB Labs perform testing of the defective part.
- GB Labs sends the replacement part.
GB Labs uses reasonable endeavours to ensure a timely turnaround of RTB warranty items but offers no guarantee for when the customer will receive an RMA return.
Advanced warranty is included in GB Labs Support packages, providing advanced shipping of ALL replaceable parts, significantly reducing the turnaround time. Most advance replacements are processed and shipped in 48 business hours.
GB Labs Support - FAQs
For questions not answered below please EMAIL US
1) How do I find the CORE.OS manual?
Once logged into your system, locate the question mark along the top bar, click on the question mark to open up manual pop up.
2) I purchased support how do I know what is covered?
Please see the GB Labs Support services schedule hereFOR FURTHER INFORMATION, PLEASE SEE THE GB LABS SUPPORT SERVICES SCHEDULE HERE
3) I purchased support and how do I know what is excluded?
GB Labs Support does not cover items outside the remit of reasonable support, including, but not limited to:
- Consultancy or professional services – including major CORE.OS upgrades
- Support of equipment not listed in the GB Labs Support Contract including, but not limited to, third-party applications or hardware, the customers IT environment and infrastructure, or incorrectly installed or maintained products
- Data recovery, including advanced raid rebuilds/recovery
- Loans system and rentals unless agreed separately and stated on a GB Labs loan/rental agreement
- Provision of parts outside of warranty coverage in place
GB Labs Support is happy to help with best practice guidance and reasonable “how to” questions but should not be used as a replacement for training. GB Labs approved training is available to purchase separately.
GB Labs Support uses TeamViewer to connect to systems remotely. Other remote access tools are not supported and if used are used at the customer’s own risk.
Lapsed Support Agreements
Systems under an active support contract are entitled to the benefits detailed; however, if the support agreement (or legacy warranty) is allowed to lapse past the renewal date, and the customer would like to reinstate the above benefits, GB Labs Support reserves the right to charge a reinstatement fee of $1000 for each lapsed renewal.
4) How do I renew Support?
5) Will you help me if I don’t have a support contract or no longer can get support through my partner
GB Labs Support offer a per incident charge of $650/£550 which is for one incident (issue) during UK business only. Further information can be found in the Support schedule. Please contact Support to raise a "per incident" ticket.
6) I have an emergency and don’t have an 24/7 support contract what can I do?
You have two options:
a: Purchase an Enhanced or Enhanced+ Support contract that provides full coverage and service levels 24/7.
b. Purchase an emergency incident charge of $1250 or £1250 per incident.
7) I have a premium support and would like to arrange a maintenance session outside of business hours outside of hours
Maintenance sessions can be arranged outside of business hours for a charge of $350 per hour or £300 per hour. Subject to availability and three business days minimum notice.