GCI Global: available from 9 AM to 6 PM, Monday through Friday, except holidays.
GCI GlobalPlus: Permanent Phone Support (every day of the year, 24 hours a day).
The contact is with the technician referee 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 30 working minutes of the first contact (30 solar minutes in case of GCI GlobalPLus).

On-site support by a technician at the Customer site is expected within 4 working hours (GCI Global) or within 4 solar hours (GCI GlobalPlus) after the trouble ticket is opened.

GCI Global: The service is available from 9 AM to 6 PM, Monday through Friday, except holidays.
GCI GlobalPlus: Permanent Service Availability (every day of the year, 24 hours a day).

In case the technician arrives at the Customer site after the contractual terms of “4 working hours of the trouble ticket” (GCI Global) or the “4 solar hours of the trouble ticket” (GCI GlobalPlus), General Computer commits itself to pay a compensation, whose terms are stated on the agreement.

GCI Global and GlobalPlus offer 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.

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 spare system would be promptly transferred to the Customer site and installed in order to replace the original system until its complete recovery.
GCI Global and GlobalPlus take advantage of this broader protection.

In the event of irrecoverable damages or destruction of the system under agreement caused by disasters, General Computer provides and install at the Customer site for 45 days a replacement computer, perfectly alike to the one that was destroyed, allowing the recovery of information activities. This "Protection against disasters” clause is included in both agreements, GCI Global and GlobalPlus.

GCI Global and GlobalPlus 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 Global and GlobalPlus agreements, such as, for example, the installation/de-installation of equipment, support of equipment not under contract, etc., GCI's "Time and Material" fees apply.