We understand the important role the GCTools play in supporting your initiatives and we are proud to support this important work!
Service Commitment
We are committed to providing the highest quality of care for our users. We will use all reasonable efforts to make the GCTools services available to users 24/7.
The necessary activities will be undertaken to ensure the continuity of the systems on which the applications operate. These maintenance activities include periodically applying patched, monitoring utilization of system resources, as well as backup and recovery services.
Help Desk Support
In order to provide optimal support service to all users, all issues must be received by the Help Desk’s ticketing system. It is the first point of contact for any issues and our agents can quickly contact the right person to get your issues resolved.
We encourage you to contact our help desk if you experience an issue as they will ensure that all user issues are promptly addressed.
Reliability
Help desk services will be provided on regular office hours, from 8am to 4pm (EST), Monday through Friday, except holidays.
Tickets received outside of regular office hours will be collected, however, these will be addressed the following business day.
Response Time
In support of the services outlined above, our help desk is committed to respond to help desk tickets within 2 business days.
The time required to resolve the issue (resolution time) will depend on the priority level and the complexity of the issue.