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my gateProtect
 
ROI Calculator
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Firewall full version


 
Consistently user-oriented, also in support

Because of the eGUI® technology gateProtect has 90 % fewer support appearance than competitor products. From this situation gateProtect can ensure a support quality unequalled at the market.

Support achievements are furnished directly by own co-workers of gateProtect. For this highly-qualified and constantly trained network administrators are available for our customers at any time. Just in that way the high support quality can be guaranteed. The customer support will be attend depending to the valid maintenance contract by telephone 7 days the week, 24 hours the day with response times of 0-2 hours (24/7).

Altogether the gateProtect support system results in a European-wide unequalled service level.


SLA Overview - Technical support*3

Maintenance contracts Standard warranty Advanced Premium Expert Expert+
       
eMail/Web*2          
Responsetime : 24 hours - 30 days 12 - 60 months*1 - -
Responsetime :   8 hours - - - 12 - 60 months*1 12 - 60
months*1
       
Phone*2          
Responsetime : 0-4 hours - - - 12 - 60 months*1 -
Responsetime : 0-2 hours - - - - 12 - 60
months*1
       
Coverrage time*3          
 8 hours x 5 days - x x x -
24 hours x 7 days - - - - x

*1:depending on the term of the applicable Maintenance Contract
*2:time period until the process of solving the problem begins, but not until the problem is solved.
*3:provided during normal business hours of the reseller or gateProtect

 

Frank Mickwitz
Technical Support


Service License Agreement (SLA)

 
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