Premium Support

Small or medium sized business may wish to have live access to GTA’s technical support team. The premium support contract offers all the benefits of the standard support contract with additional upgrades. The Premium Support Contract includes the following benefits for the twelve-month period beginning on the purchase date of the support contract:

  •    Phone Support
  •     Email Support
  •   Software Updates
    All software updates, including major version and patch-level updates for a twelve-month period starting with activation of the support contract.
  •   5 Support Incidents
    Up to 5 incidents of email and phone technical support, with a targeted 4 hour response time during normal support hours (Monday - Friday 08:30-19:00 EST), excluding holidays. 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.
  •   Intrusion Prevention System (IPS) Updates.
  •   Mail Proxy Anti-Virus subscription.
  •   Warranty
    No additional warranty. Standard warranty terms for hardware if the warranty is still active. An extend warranty can be purchased as long as the hardware is still under a warranty. Should it be determined that service is required on a unit, the customer is responsible for return of the product to GTA, and GTA will ship the repaired unit to the customer via 2 day shipping.

Support Incident

Support is measured and provided in case incidents. Incidents are tracked after the conclusion of the 30 day "up and running" support offered with each new unit. Resolution time per incident will depend on the nature of the technical support question. An incident is considered closed whenever one of the following two conditions has been met:

  1. The problem with the GTA product is resolved and the GTA product is functioning.
  2. OR
  3. The problem is determined not to be with the GTA product, but with another network component.
GTA Standard Support contracts are available from a GTA Authorized Channel Partner or directly from GTA sales team at 800-775-4482 or sales@gnatbox.com