| Introduction
The GSEC1 Customer Care Support Desk is open
9.00am to 6.00pm Monday to Friday
and can be contacted by one of these methods:
Telephone Number: 0870 164 4012
Email address: support@gsec1.com
Fax number: 0870 164 4018
Support Section of web site: https://www.gsec1.com/support/
The answer machine is on 24/7 in case a support engineer is
unavailable. Please leave
a message with your contact information and the call will
be returned as soon as possible.
Software updates.
Software updates and patches are available
in 2 main areas. The first is a software update for the Prodigy
Control centre (PCC) software itself. The second update is
for the actual firmware of the Prodigy device itself. Both
updates tend to be released simultaneously and as such, the
updates will both appear at the same time.
These updates are available via the Prodigy Updater tool that
comes as standard with the current release of the PCC software.
The second way is via web download off the GSEC1 ftp site
which can be accessed through the support pages of the GSEC1
website.
When an update is available, the PCC will
notify the user by way of a pop-up notification box that there
is a new update available. Also it will be displayed in the
administration tools>updates section.
Not only will the notification for updates
be done via the Prodigy updating mechanism, but also by way
of a mass email that will be sent by GSEC1 to all its customers
to advise them of the update.
Support procedure.
If you have any problems with regards
to the Prodigy device at all, you can call the GSEC1 Support
line (or any of the other means available to you, detailed
in the section “contact methods”), which operates
from 9am-6pm Monday to Friday. You will then speak with a
first line support engineer who will try to resolve the issue
over the phone.
If the issue is not resolved over the phone
with the first line engineer then it will get escalated to
the second line support team who will then try to reproduce
the problem
in-house and find a resolution.
If the issue is not resolvable by both first
and second line and it turns out to be an issue/bug with the
system itself, the problem will then get passed to the development
team who will look at the issue and work on creating a fix
for it which will then be released by way of a software update/patch. |
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Returns
In the event that the problem is a hardware
issue, a returns policy has been put into place. An exchange
will be arranged between the customer and the first line support
engineer. An RMA (Return Merchandise Authorisation) number
will be generated and provided to the customer, who will then
label it on the packaging to go back.
Support lead times
Phone - Voice - Manual
Answer Phone - Voice - Manual
E-mail - Email - Automatic
Web - On Screen Display - Automatic
Support methods
There are several ways of contacting the
GSEC1 support team. Though the preferred way of communication
is via telephone, it is also possible to report an issue via;
- The website – A ticket gets logged online when
a customer fills in the report. An incident report is generated
and sent to the support team, who will then contact the
customer in accordance to the support lead times.
- Via email – An email is sent to the support address
and gets an automated response to state that the mail has
been received. A member of the support team will then respond
either by mail or any other format based on the most relevant
and also the associated support lead times.
- Fax – This facility would mainly be employed as
a backup in case more information is needed and a large
problem was occurring, for example the email was down at
a customer site. The fax machine is checked on a regular
basis for any support requests
made.
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Resources
There are resources
available to the customer that can help to resolve common
issues and also to provide general information that may be
deemed to be a full issue.
- Knowledge Base - The Knowledge base answers in-depth
technical questions, and contains information on bug fixes.
- User documentation – The documentation provided
with the Prodigy Device includes a full user guide, a ten
easy step setup guide and a tutorial guide, all providing
useful
information which will help the customer to install and
configure the device as they would like.
Support guidelines
Support cover provided by GSEC1 only covers
the product range provided by us. It does not include the
network administration of your network to any extent. Furthermore,
GSEC1 support does not entail configuring any aspect of the
device’s modules on behalf of a customer. GSEC1 will
only support the configuration when there is a problem with
the setup.
In order for our product to work as
efficiently as possible, it is a necessity for you to keep
both the firmware and the Prodigy Control Centre up to date.
This means that as soon as there is a new update available
to you, you must update at the earliest possible convenience.
If an update has been available for over
3 months and has not yet been installed, then the support
agreement will become invalid until such a time where the
updates have been performed successfully. |
