Support


 

We are very proud of our support. We always have LIVE support, to answer your calls, no voice mails and the person answering your call will be a gateway employee. We have also stretched our support window 0930 hrs till 2130 hrs to ensure smooth operations at your organization.

 

Help Desk Policy:

  • Help Desk hours are from 9:30 am until 9:30 pm Monday through Friday and except for all official holidays.
  • Calls received outside of the standard Help Desk hours will be returned on the next business day.
  • Support calls that are urgent in nature and left as urgent, on the Help Desk mail box, will be responded to within 4 hours if outside the standard Help Desk support hours as stated above.

 

 

How to contact the Help Desk:

 

The Help Desk can be contacted through email:

techsupport@gatewaynintec.in

 

Users with urgent issues may also contact the Help Desk by calling the following numbers.

Contact Number: +91-79-30076638/39/41

 

The goal of Help Desk is to respond to all emergency calls within 15 minutes and all non-emergency calls within 30 minutes. There are several factors that determine the actual response time delivered by the Help Desk. Among these factors are:

  • Help Desk priorities
  • Use of standard hardware and software
  • Call load

 

 

Help Desk triage policy

Under normal operations, support will be given on a first-come, first-served basis and problems will be solved as soon as possible. However, the following ranking scheme should be used to categorize all requests for assistance. Additional consideration may be given to remote users. The contact and resolution times given below are the IT department's general guidelines under normal circumstances. During extraordinary situations, such as a natural disaster, prolonged power outage, or other catastrophic events, contact and resolution times may be longer.

 

Deployment Services:

Gateway has vast experience in carrying out mid to large scale software and infrastructure deployments. Our services have been used by many big ticket clients in India and abroad.

 

We offer professional services to deploy multiple products from McAfee, Bluecat, Lumension, Aladdin, Sonic Wall, NEC, Boole Server, Trend Micro and Microsoft. We also offer services on MAC OSX platform and Linux.

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