What Support can help with
Our team of highly skilled support engineers can help with any issues regarding the configuration and operation of the Gordano Messaging Suite of products. This can range from hand holding in a complex installation through to assistance with client issues and configuration of the underlying Operating System to enhance the performance of the mail server. Whatever the issue our support department will ensure that your messaging system is set up to meet or exceed the requirements of your company.
The support department also maintain a range of porting tools to assist you in converting from other products to the Gordano Messaging Suite. Not only do we provide the tools but we will happily check the accuracy of the conversion for you prior to you putting your new server "live". This means that any potential conversion issues are caught before they cause any problems for you or your company.
We do not provide support for development of MML scripts, libraries that interface with our published API's or any other third party software.
Benefits of Support
Purchase of a support contract provides a range of benefits each of which goes to ensure you maintain a powerful, secure and trouble free installation of the Gordano Messaging Suite. All members of our support staff are highly skilled and trained engineers with many years of experience in the Internet messaging arena and all have a comprehensive knowledge of Gordano's products.
We have many procedures in place to ensure that your experience with our support department is pleasurable and is of great benefit both to you as a system administrator and to your company. These include, but are not limited to, the following...
- Premium Grade Implementation Scheme
Our automated systems are designed to ensure a fast turnaround of complex configuration issues, while ensuring continuity of support engineer communications through both telephone and email dialogs.
- Support call-back service
Once support have looked into an issue they will call customers back, either with a full solution or a request for further information in order that a solution may be found.
- Free phone for customers in USA
Customers in the USA with a support contract can call a toll-free number which will connect directly to our support system. Once a support contract is purchased no further charges are incurred.
- Review support incidents
Each contact you have with support is logged on our systems, these contacts may be reviewed at any time on line. In addition new issues can be raised and the answer to these issues viewed through any web browser.
- Direct Information Delivery
The facility to forward information to our support department is included in all installations of the software, this is designed to circumvent normal email delivery and connects directly to our servers in order to deliver the requested information.
- Disaster Recovery Facility
Gordano provide a facility to store regularly updated copies of the customers System Recovery File. This will provide customers with an off site emergency method of recovering their mail systems should their hardware fail.
- 8x5 Telephone Support:
Support is calculated at the rate of 25% of the value of the Gordano software owned, subject to a minimum of 310 GBP or 589 USD. The support contract lasts for 12 months from the date of purchase and can be active during either 0900 to 1700 or 1400 to 2200 in the UK, the latter covering the Eastern time zone in the US. In addition to unlimited telephone contact during the selected time period this option also provides you with unlimited email contact with our team of support engineers.
- 13x5 Telephone Support:
This Support is calculated at the rate of 40% of the value of the Gordano software owned, subject to a minimum of 520 GBP or 988 USD. The support contract lasts for 12 months from the date of purchase and is active during between 0900 and 2200 UK time. In addition to unlimited telephone contact during the selected time period this option also provides you with unlimited email contact with our team of support engineers.
- 24x7 Telephone Support:
Support is calculated at the rate of 60% of the value of the Gordano software owned, subject to a minimum of 1885 GBP or 3582 USD. The support contract lasts 12 months from the date of purchase. This option provides you with unlimited email and telephone contact with our team of support engineers. In addition to unlimited telephone contact this option also provides you with unlimited email contact with our team of support engineers.