By default, all GIC Digital Solutions hosted customers will be provided with the technical support coverage as listed below:
- Server Hardware Replacement Coverage
- GIC will provide complete coverage for all server hardware that are provisioned, or provided for, to customers at no additional costs.
- Network Service Availability
- GIC will assist to identify, and narrow down, potential points of failure that are attributed to a network service-related fault report. All follow-up actions taken by GIC will be determined by the nature of the service plan subscribed by the customer whom have filed for the fault report.
- Web Service Availability
- GIC will assist to identify, and narrow down, potential points of failure that are attributed to a web service-related fault report. All follow-up actions taken by GIC will be determined by the nature of the service plan subscribed by the customer whom have filed for the fault report.
- Email Service Availability
- GIC will assist to identify, and narrow down, potential points of failure that are attributed to an email service-related fault report. All follow-up actions taken by GIC will be determined by the nature of the service plan subscribed by the customer whom have filed for the fault report.
- Support
- Online Fault Report and Ticketing Support
- 6-Hours Resolution Time, 24×7 Coverage
- Live Chat, 24×7 Coverage
- Remote Computer Assistance, 24×7 Coverage
- Online Fault Report and Ticketing Support
- 2-Hours Resolution Time, 24×7 Coverage
- Online Fault Report and Ticketing Support
Note: Resolution time may varies due to the complexity of the issue, generally most reported issues can be resolved within 6 hours, unless otherwise informed by our support team.