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The GNC Help Desk delivers around-the-clock technical support and places you fully at the controls of maximizing your support experience with our company. The fees associated with our technical support are based on the following criteria: |
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Two distinct time-zones determine the basis of your support call:
Zone 1
Includes any technical support provided to you during our normal business hours. The service is charged at the normal hourly rate and is strictly conducted during the hours indicated below.
Zone 2
Includes any technical support provided to you outside our normal business hours. The service is charged at double the hourly rate unless other arrangements have been made with the management. |
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Reaction Time
Is the amount of time between we have received your Work Order and one of our technical support specialists begins working on your problem.
Why different Reaction Times
Depending on the severity (urgency) of your technical problem, you may need immediate technical support. In which case we divert all available support specialists to solving your problem.
However, if your problem is less urgent, then you may want to consider a longer reaction time from our support team. |
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Calculating Support Fees
Step One - Reaction Time
The „Reaction Time“ fee is a „one-time“ fee applied to a single support call.
...and...
Step Two - Hourly Rate
The applicable hourly rate is based on the actual time of the day when technical support is performed. |
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Support Packages & SLAs
You might want to consider the purchase of a GNC Support Package, or alternatively, sign-up for a Service Level Agreement. Our support alternatives are designed to save you money while providing you with total access to our technical support specialists.
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