GCI Absolute and Absolute DR are the most comprehensive and advanced support services that can be configured on a Unix server and they are typically suitable for extremely critical systems. This is why all features are able to minimize number and duration of downtimes while putting the system into multiple security levels to protect our customers in an extensive way.

Review service characteristics:

GCI "ABSOLUTE" GCI "ABSOLUTE DR" Phone Support Trouble ticketing On-site support Service Coverage Guaranteed recovery within 6 hours and penalty System HW Functions Monitoring "Replacement" System Protection against Disasters (Absolute DR only) Other conditions    Phone Support Permanent Support System (every day of the year, 24 hours a day). The contact is with the technician referee or a designated substitute.    Trouble Ticketing A trouble ticket is opened when initial telephone contact is made, and a diagnostic analysis is carried out via telephone within within half an hour of the first contact.    On-site Support Timeframe: Immediate (Now). The support of a technician at the Customer site has absolute priority and it is provided as quickly as possible.   Service Coverage Permanent Support Service (every day of the year, 24 hours a day).   Guaranteed recovery within 6 hours and penalty In the event of damage or malfunction, system hardware functions recovery is guaranteed within 6 hours after the trouble ticket is opened. If the service is provided after the 6 hours limit, General Computer commits itself to pay a compensation, whose terms are stated on the agreement.   Continuous System Hardware Functions Monitoring GCI Absolute and Absolute DR offer their continuous remote system hardware functions monitoring (7x24), performed through the automated detection and analysis of the diagnostic parameters and messages of the system under agreement. This procedure allows to detect malfunctions to a great extent before a permanent downtime occurs and to promptly bring these anomalies to the customer's attention, in order to set up a scheduled repair.   Replacement System A system similar to the one under agreement is held at General Computer site and is available for Customer use if the damage is so severe that it cannot be repaired in short time. In this case, the replacement system would be promptly transferred to the Customer site and installed in order to replace the original system until its complete recovery. GCI Absolute and Absolute DR both take advantage of this broader protection.   Protection against disasters Available for GCI Absolute DR program only: In the event of irrecoverable damages or destruction of the system under agreement caused by disasters, General Computer provides and installs at the Customer site for 45 days a replacement computer, perfectly alike to the one that was destroyed, allowing the recovery of information activities.   Other conditions GCI Absolute and Absolute DR are available in the following regions: Piedmont, Aosta Valley, Liguria, Lombardy, Veneto, Emilia Romagna, Lazio. For the other regions of Italy, the availability depends on the type of system installed. Only replacement parts that are used regularly by the system's manufacturer are used, except in cases where they are not immediately available. In the event of this rare occurrence, GCI guarantees the full compatibility of the replacement parts supplied, both in terms of reliability and functionality. The service does not cover accidental faults, i.e., failures caused by the incorrect use of equipment, damage during transport, short circuits in power systems or malfunctions occurring during storms or similar events. For services not included in the GCI Absolute and Absolute DR agreement, such as, for example, the installation/de-installation of equipment, support of equipment not under contract, etc., GCI's "Time and Material" fees apply.   View Full Information Sheet of GCI ABSOLUTE / ABSOLUTE DR.  QUALITY OF SERVICES