Customer Service and Technical Support

All customer support and technical questions are handled through our internal task management system. This is a web based system that tracks all inquiries, support related tasks and all work done for a customer. Each new inquiry includes a request and discussion process for each task, and contains electronic approvals and acceptance.

This system greatly reduces paperwork associated with large projects, and provides a collaboration tool that accommodates inputs from many different sources. It provides detailed documentation for billable tasks that is reference-able at any time.

The task manager system notifies customers of task status via email.  The task manager system contains a system level documentation repository also available to customers at any time.

In addition GVT provides 24/7 email support and 8am to 8pm (EDT) phone support M-F.

Service Level Agreement

”Uptime” means all periods of time during which a user can log into the Customer’s System, retrieve a form, and log out. Upon Customer’s written request GVT will make available to Customer System downtime reports calculated on a monthly basis.

• Desired uptime is 24 hrs/day, 7 days/week. 
• Monthly hosting invoices issued from time to time pursuant to this Agreement will be adjusted for system availability issues as follows:
  • If uptime falls between 98 – 99.9%, Customer will receive a 10% discount on the invoice. 
  • If uptime falls between 90-97.9%, Customer will receive a 20% discount on the hosting invoice. 
  • If uptime falls below 90%, Customer will receive a 100% discount on the hosting invoice and would have the right to terminate hosting.

  
GVT shall provide the Customer with a minimum of forty-eight (48) hours advance notice for scheduled maintenance, unless it is an emergency. For purposes of evaluating statistics of downtime, normal maintenance that is scheduled with approval of Customer will not be considered to be a system outage.