data storage solutions
virtualisation solutions
system and infrastructure
outsourcing solutions

control and automation
marine electronics
mobile automation

Silver Support Program

Gold Support Program
    — 7x24 Phone Support
    — 5x9 Onsite Support

Gold+ Support Program
    — 7x24 Onsite Support
    — Onsite Support in 2 Hours
    — Onsite System Support Engineering
    — Protective Periodical Maintenance

Platinum Support Program
    — 7x24 Phone Support
    — 7x24 Onsite Support 

Platinum+ Support Program
    — Onsite System Support Engineering
    — Protective Periodical Maintenance

Priority Criteria and Response Times:
Urgent: Immediately after receipt of a help demand, Gantek directly ensures involvement of the relevant engineer for solution of the problem within Phone Support Service hours. The personnel may arrive at the Installation Site within two (2) hours for Onsite Support demands within the relevant service hours.

Severe: Immediately after receipt of a help demand, Gantek directly ensures involvement of the relevant engineer for solution of the problem within Phone Support Service hours. The personnel may arrive at the Installation Site within four (4) hours for Onsite Support demands within the relevant service hours.

Non-Critical: Immediately after receipt of a help demand, Gantek directly ensures involvement of the relevant engineer for solution of the problem within Phone Support Service hours. The personnel may arrive at the Installation Site within one (1) business day for Onsite Support demands within the relevant service hours.

Analysis by Remote Access: Upon demand of the customer, Gantek may check the System and diagnose the problem on remote access basis via an entry point provided and assigned by the customer.

Combination Service Program: This is a program valid only in presence of other technology companies which have a valid service contract similar to the agreement signed by Gantek with its customers or which enter into service contract with their customers in partnership with Gantek. In this option, Gantek may render services as and in the capacity of single contact point for solution of problems difficult to diagnose and identify.

Customer Support Plan, Management and Meetings: In line with the unique and specific support service demands and needs of its customers, Gantek develops a Customer Support Plan, and organizes and holds quarterly meetings with the Customer for the purpose of monitoring and following up the developments under the plan, and discussing the ongoing problems, and planning and scheduling the probable projects.

Talent Assessment and Customer Development Planning: Gantek gives support and assistance in assessment of talents and skills, drafting of job definitions, and preparation of a training plan, in respect of technical staff of the Customer.

Critical System Control: Gantek is engaged in quarterly control, checkup and maintenance planning of the systems of critical importance of its Customers.