Premium 24/7 Support
NOTE: Support offerings are available only to GTA customers
based in United States and Canada. International customer should
contact their authorized GTA Channel Partners regarding GTA’s
Annual Maintenance program or localized support offerings.
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
The Premium 24/7 Support Contract includes the following
benefits for the twelve-month period beginning on the
purchase date of the support contract:
- Download of software updates via GTA's Online Support
Center for a twelve-month period starting with activation
of the support contract.
- 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.
- 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.
- Intrusion Prevention System (IPS) Updates.
- Mail Proxy Anti-Virus subscription.
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
* Click on bold items
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'GB-OS' and 'GB-Ware' are registered trademarks of Global Technology Associates, Incorporated.
'Global Technology Associates' and 'GTA' are service marks of Global Technology Associates, Incorporated.