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Keeping up with your business needs.
GimmalSoft invests significant R&D in our software releases to ensure state-of-the-art information governance and records management products. Our software assurance program ensures your investment will continue to meet your business needs with the best available technology and support.
We are there for you with:
- Technical support provided by GimmalSoft professionals via phone or e-mail from 8:30am – 5:00pm EST
- Software releases as incremental versions of GimmalSoft products, providing enhancements to features and functionality
- Service pack releases provided to address fixes for any issues identified in the software
GimmalSoft Service Levels:
- First Level - GimmalSoft’s first level support team is your primary point of contact for customer support inquiries. Supporting both novice users and technical professionals, all issues are logged for investigation and progress is tracked. GimmalSoft’s professional, experienced first level support staff will manage any minor problems, and will escalate more involved issues to the second level support group.
- Second Level – Answers that cannot be provided immediately by first level staff are assigned to senior support technicians who ensure problems are diagnosed and resolved in a timely manner.
- Third Level – Further escalated incidents are referred to the GimmalSoft development team for special analysis and resolution. In the unlikely case of a critical problem, there is a process to escalate serious issues to senior management for appropriate intervention.