This article describes our SLA with details on how to contact us, coverage, hours of operations, emergency support and escalation procedures.
GSX Maintenance Services provide:
- Exceptional technical support
- 24-hour seven-day per week emergency support
- Access to all relevant updates, upgrades, intermediate versions and fixes for each product
Our support teams are located around the world.
Hours of operations:
- Monday to Friday
- 8am GMT to 10pm GMT
- 24x7 Emergency Support
GSX Support works in 3 levels of severity:
- Severity 1 / Emergency
- GSX Software is down and will not start, has crashed or is freezing
- Refer to your maintenance contract for escalation procedures and Emergency Support contact information
- SLA response time within 2 hours
- Severity 2
- GSX Software feature is not working as designed
- SLA response time within 4 hours
- Severity 3
- Any other inquiry i.e. feature explanation, etc.
- SLA response time is 8 to 16 hours
Trouble? Need help registering on the GSX Help Center? Looking for a guide on how to contact GSX Technical Support?
Please see details on how to make a new support request.
Our Commitment To Your Satisfaction
GSX Technical Support constantly strives to provide unrivaled customer care and attention to detail. We aim for 100% satisfaction.