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30 DAYS BASIC |
PREMIUM |
ENHANCED |
ENHANCED+ |
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Coverage |
Business Hours Only |
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.
