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24 Hour Support Services
 
Gartman maintains a toll-free telephone hot line that allows customers to report system problems and seek assistance in the use of Licensed Applications. This toll-free number is available 24 hours per day, seven days per week, weekends and holidays inclusive. It is Gartman's goal that this service is available without interruption. However, temporary inaccessibility may occur due to equipment, telephone, paging and other failures outside our control. Every effort will be made to restore the service in as timely a manner possible. Software Support Program subscribers are provided this number upon activation of the Support Agreement.

The Help Desk mans the toll-free line during the standard business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded. These requests are processed according to the procedures defined in the Help Desk Services section of this Agreement.

During the non-standard business hours of 5:01 p.m. to 7:59 a.m. Central Standard Time, on weekends and on holidays, the toll-free line is directed to a paging service. The designated Gartman Programmer on Call responds to each call received. The Programmer on Call will attempt to assist the user via telephone; however, only emergency calls (those designated as Priority 1 according to criteria defined in the Help Desk Services section of this Agreement) will be responded to beyond the initial telephone assistance. Priority 1 calls will be serviced, as defined in the Support Programming Services section of this Agreement. Requests for non-emergency assistance will be referred to the Help Desk and addressed during standard business hours.

Service Mechanisms

Reference the Help Desk section of this Agreement for service requests during standard business hours. The following steps should be taken when requesting emergency assistance during non-standard business hours:
Step 1The individual experiencing the problem (or the DMS Liaison) should assemble all relevant facts and information prior to placing an emergency call. This information should include the content of system messages, examples of the error, specific system entries made, steps taken, etc.
Step 2The customer should call the toll-free line and specify a telephone number at which they can be reached for a period not to exceed two hours.
Step 3Upon receipt of the page, the Programmer on Call should attempt to contact the customer at the specified telephone number as soon as possible. The duration between receipt of the page and an attempt at customer notification should not exceed two hours. If the customer does not answer, a voice mail message should be left, if possible. If unsuccessful, an additional attempt to contact the customer should be made approximately 15 minutes after the original attempt, and again 15 minutes later.
Step 4Once customer contact is made, an initial diagnosis (and resolution when possible) should be provided via telephone. If the call represents a Priority 1 request that cannot be resolved via telephone, the Programmer on Call should take the appropriate steps to initiate work toward a resolution as quickly as possible, as defined in the Support Programming Services section of this Agreement.
Step 5Any change in the status of an open emergency call should be communicated in a timely manner, and the customer should be informed of problem resolution as soon as the error has been corrected and the system is again operational.

Service Goals

Initial Contact. The Programmer on Call will attempt to contact the customer at the telephone number specified in the page within two hours of receiving the page. If the customer does not answer, a voice mail message should be left, if possible. If unsuccessful, an additional attempt to contact the customer should be made approximately 15 minutes after the original attempt, and again 15 minutes later.

Error Verification and Resolution. The Programmer on Call will provide an initial diagnosis and begin work toward resolution of Priority 1 calls within eight hours of customer contact, as defined in the Support Services section of this Agreement.

Status Updates. An attempt to communicate to the customer any change in status will be made by the Programmer on Call on the same day the change occurs, and immediately upon final diagnosis and/or resolution of the problem.