| The GCI "Silver" program was designed for customers that need basic support that is high-quality, together with a global solution and total coverage of the systems installed – both hardware and software (Operating System). GCI "Silver" guarantees on-site support within the working day after the day the trouble ticket is opened. A 7x24 extension is also available for constant coverage.
Review service characteristics: | | GCI "SILVER" | Phone Support Trouble ticketing On-site support Response time Service Coverage 7X24 Extension Other conditions |
 Phone Support
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. |
Trouble Ticketing A trouble ticket is opened when initial telephone contact is made, and a diagnostic analysis is carried out via telephone within 1 working hour of the first contact. |
On-site Support On-site support GCI Silver guarantees support by a technician at the customer site the working day after the day the trouble ticket is opened. |
Response Time Trouble Ticketing: 1 working hour.
On-site support: within the working day after the day the trouble ticket is opened. |
Service Coverage GCI "Silver" service is available from 9 AM to 6 PM, Monday through Friday, except holidays. |
7x24 Extension With GCI "Silver", an extension is available that increases coverage to 24 hours a day, 7 days a week, including holidays. The extended service is called GCI "Silver" 7x24. |
Other conditions GCI "Silver" is available in all of the areas served by General Computer. (See "Presence in Italy"). 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, General Computer 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 "Silver" 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. |
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 QUALITY OF SERVICES |
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