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PREMIUM |
ENHANCED |
ENHANCED+ |
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Coverage |
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Business Hours Only |
24/7 |
24/7 |
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Multichannel |
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Software Updates |
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Emergency Remote Support |
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Advanced Warranty |
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Priority Support and Service Levels |
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Advanced Remote Support |
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Support Portal Access |
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Live Chat |
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Emergency Response SLA |
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Emergency Onsite Support |
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Customer Advocate |
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Benefits of Premium Support
- Direct access to our team of dedicated GB Labs technical experts who can remotely access the systems and perform in-depth troubleshooting.
- Europe, UK, and NA (EST) business hours (8am-5pm) coverage.
- Prioritised escalation process and ticket handling with industry-leading service levels.
- Incremental software updates, including enhanced features and bug fixes.
- Discounted service and consultancy fees.
- Advanced removable parts warranty (PSU, drives, RAID card).
- Emergency remote support.
Benefits of Enhanced Support
- Direct access to our team of dedicated GB Labs technical experts who can remotely access the systems and perform in-depth troubleshooting.
- Out of hours support coverage.
- Prioritised escalation process and ticket handling with industry-leading service levels.
- Incremental software updates, including enhanced features and bug fixes.
- Advanced removable parts warranty (PSU, drives, RAID card).
- Discounted service and consultancy fees, and early access to new support and product features.
- Advanced remote support and live chat.
Benefits of Enhanced+ Support
- All benefits of Enhanced Support alongside:
- Emergency response SLA.
- Emergency onsite support (EOS).
- Customer advocate - dedicated escalation contact, proactive notifications, and quarterly service reviews.
Services, coverage, and discounts offered are dependent on the level of support purchased. Restrictions, terms, and conditions apply.
For further information, please see the GB Labs Support Services Schedule here