FAQs

Get answers to your questions here.

faq

If you can’t find the answer you’re looking for, contact our technical help department.



Q: What’s the best way to request service?

A: Call us at (800) 854-4242 or Email our Client Care Team at support@gcti.com “Closed Loop” ticketing will be activated at the time of your call which allows our Client Care Team to track your requests and ensure the highest level of responsiveness.


Q: How do I request service after hours or on weekends?

A: Call us at (800) 854-4242 and an afterhours voicemail is available during non-business hours. Customers have the option of leaving a message requesting next available dispatch, or in an emergency, pager notification to the on-call Technician.


Q: What happens if I have an emergency after hours?

A: If you request Emergency pager notification to the Technician on-call, we will typically respond within 30 minutes. We have a back-up system of engineers and technicians who are on call to ensure prompt service. Note: After hours charges for responses during non-business hours will apply in all cases except for those Clients who have afterhours coverage specified in their SLA.


Q: Who do I call if I want to add something to my phone system or data network?

A: Call us at (800) 854-4242 or Email our client Care Team at support@gcti.com. Please be prepared to provide details to the Client Care Representative regarding the nature of the changes needed, including any time of day restrictions for completing work.


Q: Can I still request service if I don’t have a support contract?

A: Yes, standard T&M rates apply.


Q: What is the cost for labor if I don’t have a support contract?

A: Our Client Care Team will quote rates to you when you call in for service.


Q: Is the cost for onsite labor different from remote labor?

A: Please review the Exhibit S of your support contract for rate details.


Q: What if I just have a question about my system?

A: Call us at (800) 854-4242.


Q: What is covered under my support plan?

A: Please review the Exhibit S of your support contract for details of benefits.


Q: What is billable under my support plan?

A: Please review the Exhibit S of your support contract for details of benefits.


Q: How do I get my software upgraded?

A: Please review the Exhibit S of your support contract for details of benefits.


Q: How will I know when our support plan is up for renewal?

A: Your Account Manager will contact you 60-90 days from the term date and provide you with a renewal quote.


Q: Can we get refresher training on our system?

A: Yes, call (800) 854-4242 or your account rep.


Q: What are your regular business hours?

A: Regular business hours are 8:00 AM to 5:00 PM Monday through Friday.


Q: How do I reach my Account Manager?

A: Call us at (800) 854-4242 and someone will connect you.


Q: Who do I call about an issue with an invoice?

A: Call us at (800) 854-4242 and someone will connect you with our Accounts Receivable department.

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