Technical Support

With the objective of maximising system availability G2IS provides outstanding levels of technical support by means of both telephone and field based engineers. By dealing with the call initially using a technical engineer at the end of the phone, G2IS can effective resolve the problem by either fixing over the phone, remote investigation, or deploying the highly competent field base engineer.

Technical Helpdesk

G2IS have a team of technical helpdesk engineers at the end of a phone in our Newcastle office. This facility is open during normal working hours. G2IS engineers also make use of this facility to access the sizeable on-line knowledgebase that has been developed by the Helpdesk team.

Field Resource

G2IS have in excess of 25 field based support personnel, with a wide range of technical skills and accreditations, delivering service support ranging from installation, commissioning and project management, through to system upgrades and ongoing maintenance.

Staff retention is an important factor in the services that we provide. As many individuals have over five years service, we can assure a competent, knowledgeable and expert support resource. With a wide scope of skills and experience, we deploy the most appropriate individual depending upon the requirements of the task in hand.

All G2IS engineers carry a comprehensive set of spares.

Fault Call Management

G2IS employ a sophisticated fault call management system that records all details of faults reported, allocates engineering resources and records all relevant timings. Auto-escalation procedures provide ample warnings to staff and management if fault call responses are approaching their SLA limits. Faults that are not fixed on first visit or become repeat calls again are automatically escalated to senior engineering personnel for monitoring, with further escalation available to technical specialists involved with product development.

Full reporting of service level histories are available from the system, and these would be provided.

Response Times

G2IS can provide a range of maintenance levels from a fixed fee call out to a 7 day/8 hour response comprehensive maintenance service. Remote diagnosis can be provided to suitably configured G2IS equipment.