Support Services Designed To Assist Your Business
Globo support services offer 24-hour support throughout the working week* with unlimited telephone calls and email support tickets, in order to secure your business continuity.Additionally to reaching our trained and experienced support team, our customers and partners can also use the self-help options provided. Our single and simplified support offering applies to all types of GO!Enterprise licenses. Eligible for Globo Support Services are our partners, and our customers upon the completion of the products purchase and throughout the time period that they hold a live subscription.
*Working Days: Monday to Friday
EXTENDED SUPPORT
For Technical Support coverage during Weekends & Bank Holidays take advantage of our Extended Support Services(applies to USA only).
Contact Support
Additional Support
Services
- Unlimited telephone calls (24 hours, 5 working days)
- Ticket submission via e-mails (24 hours, 5 working days)
- Call Back Service (24 hours, 5 working days)
- Access to Knowledge Base, video tutorials, documentation, FAQs, blogs, online forum for GO!AppZone, LiveChat
- Priority queuing
- Access to the ticketing system (check incident’s current status & historical data)
- Supported languages: English, Greek
Priority Categories
In order to address your business needs in the best possible way, we clearly define 4 Priority Levels, as well as our commitment in terms of response time and update frequency for each level. Details are provided in the table below.
High Priority 1
An incident occurs which results in the interruption of the complete system/service or one or more of its components.
One or more functions are unavailable or unusable and there is no alternative method to achieve the required results.
The incident prevents a majority of the users from performing a critical or time sensitive function.
Response Time 60 Min
Important Priority 2
An incident occurs which results in the interruption of one or more of the system/service components.
One or more functions are unavailable or unusable, but there is an acceptable alternative method to achieve the required results.
The incident prevents a large number of users from performing a critical or time sensitive function.
Response Time 90 Min
Medium Priority 3
An incident occurs which does not result in an interruption, but causes the system/service to produce incorrect, incomplete, or inconsistent results.
The incident prevents one or a small number of users from performing a function.
Response Time 2 Hours
Low Priority 4
An incident occurs which does not result an interruption or does not damage the usability of the system and the desired results can easily be obtained by workarounds.
OR
There is an issue that is related to the look and feel of the application (a cosmetic defect).
Response Time 2 Days