Software Support is one of several services provided by G Force Global Technologies, Inc. (G Force) Product Support within the Maintenance Services program. Offered in conjunction with G Force’s Product Support services, Software Support handles basic Incident Management and Problem Management.
Software Support addresses software products from IBM, SUN, HP, Unisys, Dell, Microsoft, SuSE, Red Hat, Cisco and more.
G Force offers Software Support for most vendor’s operating systems, infrastructure software and middleware. Failure to contract for software support completely exposes the client to expensive downtime, since warranties do no cover software. Warranties cover only the media, meaning the CD that the software comes on, against defects for 90 days.
Software Support provides you with a single point of contact for software technology-related issues. As a core component of the support infrastructure, the Support Center is the focal point for Incident Management. Incident Management includes recording, classifying, diagnosis, resolution and incident closure.
This offering includes the following service features:
Support Center systems analyst personnel located physically at a G Force facility or operating virtually
Single telephone number
Multiple levels of support
High first call closure rate
Escalation to G Force system software Engineer or OEM engineering group(s) if required
Software Support Service Benefits
Software Support provides the following benefits:
Optimizes service levels and end-user satisfaction by leveraging simplified access to support and integrated processes with full process ownership by the Support Center
Achieves lower costs by centralizing a wide range of support such as software “how-to” and problem determination
Reduces frustration and speeds problem resolution though one contact point for escalation
Improves first-call closure rate through a North-American based team of highly skilled software professionals working with you from the start
Improves efficiency and reduces delivery complexity through a proven, integrated support model, consolidated resource pool and consistent processes
Provides extensive knowledge and best practices for mission critical environments by an experienced staff and support infrastructure for maximum system availability