5 x 8 Telephone Support - 5 x 24 Pager Support – 7 x 8 Email Support
GFA will provide direct support via telephone or make referrals as appropriate. Telephone requests during normal operating hours and email requests will be addressed upon receipt; pages will be returned as soon as feasibly possible, within two hours of receipt. Requests for support will have a response within 24 hours at the most, regardless of time zone or day of the week. Base support hours are 9:00 am – 5:00 pm ET, Monday through Friday.
Ongoing Operational Consultation and Support
As client operations evolve to encompass higher rates of production, new staff, and additional services, GFA remains available for consultation on operational procedures and will conduct remote training via telephone, provided such training is of a reasonable nature and relatively short duration.
Ongoing Peripheral Equipment Support
Clients under AMP are automatically offered new functionality for remote data collection programs and labeling schema as such modifications become available, including assisted upgrades to remote data collection application development software. Hardware and third-party support software costs are additional. GFA will provide end user support to the extent that it covers specific functions of facility operations (e.g., scanner configuration, label template development, etc.), but will refer clients to equipment manufacturers for critical support and/or equipment warranty services where applicable. Extended manufacturer warrantees and service plans will be offered when available: purchase is optional. GFA is not responsible for the manufacturer defects of any peripheral hardware and/or third-party support software.