GDi Podrška

GDi podrška se pruža u sklopu dogovorenog i potpisanog ugovora o održavanju i ugovora o razini usluge tehničke podrške ili kao dio početnog jamstvenog roka ugovorenog sa početnom nabavkom standardne GDi proizvoda ili rješenja ili GDi 3PP proizvoda. Opseg tehničke podrške razlikuje se prema vrsti održavanja i grupama proizvoda.

Opseg tehničke podrške razlikuje se prema vrsti usluge održavanja i grupama proizvoda. GDi nudi četiri proizvoda tehničke podrške:

  • GDi Standardna podrška bez garantiranog odziva – bez Service Level Agreement-a (SLA)
  • GDi Premium podrška sa garantiranim odzivom – uz SLA i tijekom radnog vremena (8×5)
  • GDi Enterprise podršku sa garantiranim odzivom – uz SLA i tijekom neradnih sati i dana (24 x 7)
  • Advantage opcija za Premium i Enterprise razinu tehničke podrške

Kako se poslovni zahtjevi naših korisnika mijenjaju tijekom životnog ciklusa rješenja, proizvod tehničke podrške se može nadograditi kako bi odgovarao potrebama u određenom trenutku cjelokupnog životnog ciklusa rješenja. Postoji mogućnost ugovaranja dodatne opcije podrške, Advantage opcije, koja je dostupno samo za korisnike Premium i Enterprise tehničke podrške, a pruža još bolju fleksibilnost u odabiru prave opcije i potpuno prilagođenog pristupa za podršku.

Kada korisnici kupe GDi proizvod ili rješenje oni automatski imaju pravo na Standardnu podršku u vremenu trajanja jamstva. Početna Standardna podrška uključena je u početnoj kupovnoj cijeni proizvoda i / ili rješenja i smatra se Standardnom podrškom unutar jamstvenog roka. Nakon isteka jamstvenog roka, korisnici mogu obnoviti i produljiti svoj ugovor za podršku na godišnjoj osnovi kako bi nastavili koristiti Standardnu podršku proizvoda. Takva podrška se zove Standardna podrška bez garantiranog odziva. Kupci sa Standardnom podrškom uvijek imaju mogućnost nadograditi uslugu na Premium ili Enterprise razinu.

 

 

 

 

 

 

 

 

 

 

The GDi Support is provided as the part of the negotiated and signed maintenance contract and service level agreement or as the part of initial warranty period contracted together with initial purchasing of the standard GDi own products and solutions or GDi’s 3PP products. The scope of technical support varies by type of maintenance contract and product groups.

The scope of the technical support differs by type of maintenance services and product groups. GDi offers four different support plans:

  • Standard Support w/o SLA
  • Premium Support with SLA during working hours
  • Enterprise Support with SLA during non-working hours
  • Advantage option for Premium and Enterprise Support

As our customers’ business requirements change during the solution lifetime, one can upgrade to the support option that fits needs in specific moment of the overall solution lifecycle. There is an option of contracting additional support option called an Advantage option which is available only for Enterprise or Premium Support customers and it gives even better flexibility in choosing the right option and completely customized approach to support.

When customers purchase the qualifying GDi software product or solution they are automatically entitled to the Standard Support for a guaranteed period of time. The initial Standard Support is included in initial purchasing price of the product and/or solution which is considered as Standard Support within warranty period. After the warranty period expires, customers can renew and extend their support contract at the annual basis in order to continue using the Standard Support product. Such a support is called the Standard Support beyond warranty period. Customers with Standard Support have the option to always upgrade to service level based agreements and extend support to the Premium or Enterprise Support levels.

 

sustava.