Phone support is available Monday through Friday from 9 AM to 6 PM (holidays excluded). Contact is with the customer's assigned technician or a designated substitute.

A trouble ticket is opened when initial telephone contact is made, and a diagnostic analysis is carried out via telephone within one working hour of the first contact.

GCI Extended guarantees support by a technician at the customer site the working day after the day the trouble ticket is opened (NBD, Next Business Day).

GCI Extended service is available from 9 AM to 6 PM, Monday through Friday, except holidays.

GCI Extended allows to take advantage for a maximum continuous period of 2 months within the annual duration of the agreement, of a support timeframe switching from NBD to 4 working hours after the ticket trouble is opened. To enable this upgrade, the Customer shall deliver a simple written request stating the required date of the beginning of the upgrade to General Computer at least 20 days in advance.

In case the technician arrives at the Customer site after the contractual terms of “one working day after the trouble ticket” or, once the upgrade is enabled, “4 working hours of the trouble ticket”, General Computer commits itself to pay a compensation, whose terms are stated on the agreement.

GCI Extended offers a 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.

GCI Extended is available throughout the national territory, except in some areas of Southern Italy and Sardinia.
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 Extended 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.