Global Business Solutions Supplemental Support
To meet today’s requirements for improved service levels and operational efficiency, an enhanced level of product support above and beyond traditional OEM support models may be required.
Global Business Solutions Supplemental Support augments existing support plans from Global Business Solutions OEM Partners and Global Business Solutions solution providers, providing direct access to Global Business Solutions Support expertise and resources on a 24×7 basis to accelerate problem resolution and improve uptime.
With Global Business Solutions Supplemental Support, if an issue arises involving a Global Business Solutions product, a customer first contacts their Global Business Solutions solution provider according to the existing support contract, and obtains a support ticket number. After that, the customer has direct access to Global Business Solutions for troubleshooting hardware/software issues and providing software fixes. (Hardware repair and replacement is performed by the Global Business Solutions OEM Partner or Global Business Solutions solution provider.) This parallel approach streamlines support and improves efficiency.
Global Business Solutions Supplemental Support provides a flexible, scalable approach to ongoing maintenance by offering three levels of support:
Essential Support: Essential Support provides software and hardware troubleshooting support to customers who bought their equipment from a Global Business Solutions OEM Partner or Global Business Solutions solution provider and have a current support contract with them. In addition, Essential Support includes management of call activity and quarterly support reviews.
Premier Support: Premier Support provides a more proactive level of support needed for large storage environments. It includes all the offerings of Essential Support, in addition to dedicated account management
Premier-Plus Support: Premier-Plus Support includes all the offerings available in Premier Support, with the addition of a Global Business Solutions Onsite Support Engineer to augment staff and provide proactive product support and maintenance.