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Contact Support
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Support Links
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Customer Support Plans and Services
In our never-ending quest to offer customers greater value, flexibility, and choice, Gcom® provides a range of support options and services. To view more information about each support area, please click on the links below:
See Gcom's Software Support Agreement (PDF format) for more details.
Support Activities
| Support Activities |
Type of Service Performed |
| Level 1 |
Perform basic hardware and software installation, setup, and operation, including cabling and troubleshooting. |
| Level 2 |
- Diagnose configuration problems by examining statistics and trace information.
- Diagnose protocol problems with the remote device or network.
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| Level 3 |
- Examine traces with regard to specific protocols.
- Activate debug masks in the kernel code for in-depth, internal (as opposed to protocol) traces.
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| Level 4 |
Design a fix for a problem, implement the fix, and test the fix. |
| API support |
- Assist customer in the use and proper application of Gcom's Application Programming interfaces.
- Provide sample code for the use of Gcom APIs to assist in the implementation of customer applications.
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| Application design assistance |
Assist in the design of those portions of customer applications that interact with the Gcom API. |
| Training |
Help customer personnel master the skills necessary to perform level 1 support, level 2 support, and use Gcom APIs. |
Support Plans
| Support Plans |
Features and Benefits |
| Basic |
- Distributes regularly scheduled software updates.
- Accepts bug reports and feature requests via email.
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| Premium |
- Performs Level 3 and Level 4 support activities via telephone during standard business hours.
- Provides an extended hardware warranty, if applicable.
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Professional Services
Gcom provides the following support activities on an hourly fee basis as an add-on to a basic or premium support plan:
| Support Activity |
Location (Onsite = customer site | Offsite = Gcom facility) |
| Level 1 support |
Onsite |
| Level 2 support |
Offsite |
| Level 3 support |
Onsite |
| Level 4 support |
Onsite |
| API support |
Onsite or offsite (different fee schedules) |
| Application design assistance |
Onsite or offsite (different fee schedules) |
| Training |
Offsite |
