This support contract is offered for those companies with critical network needs. If your network security is vital to your organization 24 hours a day, 7 days a week, you may wish to consider the Premium 24/7 support contract. This support contract provides you with phone or email support with a targeted 1 hour response time 24/7. Priority status is assigned to all incidents submitted by Premium 24/7 support contract holders.

The Premium 24/7 Support Contract includes the following benefits for the twelve-month period beginning on the purchase date of the support contract:

1. Download of software updates via GTA's Online Support Center for a twelve-month period starting with activation of the support contract.
    
2. Up to 10 Incidents of telephone or email technical support, with a targeted 1 hour response time. Resolution time per incident will depend on the nature of the technical support question. GTA does not provide technical support for non-GTA products or components.
    
3. A "hot-swap" warranty option. Product must be covered by a GTA warranty. If GTA technical support determines that a GTA product is in need of repair, the customer has the option to request an advanced replacement unit. A replacement unit of comparable level will be shipped to the customer via priority service (Next Business Day for US shipments and International Priority for Canada).
   
   GTA support will issue an RMA number with instructions to return the failed unit. Upon receipt of the replacement unit, the customer must return the failed unit to GTA within three (3) business days, freight prepaid and insured since GTA is not liable for loss or damage during transit. The defective unit must be packaged in either the original packing material or the “hot swap” packaging material.

Customers who wish to purchase the Premium 24/7 Support contract with hot swap warranty must have a GTA product currently under warranty either through the original warranty or extended warranty. Sorry, but out of warranty products are not eligible for hot swap warranty under the Premium 24/7 Support program.

GTA Premium 24/7 Support contracts are available from a GTA Authorized Channel Partner or directly from GTA sales team at 800-775-4482 or sales@gta.com.

* Click on bold items for definitions