Our proven product support services framework delivers what is required to be successful by taking cognizance and rapidly addressing your pain points, in terms of:

• Customer Response:
  • Proactive customer management in your time zone with service needs acted on with urgency and passion
• End-user follow-up:
  • Voice follow-up on every case to drive improved C-Sat by verifying problem has been resolved
• Critical Issue Management:
  • All severity one cases are immediately paged out upon data collection
  • Tier I team facilitates resolution by driving vendor, customer actions and providing administrative support
• Improved Tier III efficiency:
  • Comprehensive problem description and data collection
  • K-Base, troubleshooting analysis documented before a case is ever escalated
  • Your engineers get right to the issue without chasing data, problem descriptions
• Guaranteed Entitlement:
  • Each customer contract is verified against your database
• Queue Management:
  • GAVS off-hour staff continuously review your defect queue for stalled or forgotten issues
• Knowledge Base - Living entity:
  • Common problems entered on a regular basis. Team culture from day one
• Metrics:
  • Off-hour staff is there to meet all your reporting needs including manual queue analysis to identify trends
• Return Material Authorization (RMA) Management and Analysis:
  • RMA's authorized according to an SLA
  • Continuous analysis and reporting of RMA data by Field Replaceable Unit (FRU)/ Customer Replaceable Unit (CRU), customer, No Defect Found (NDF) and product
  • Management of all inventory to assure replacements parts are being sent and failed items are being returned
• Interoperability Validation:
  • GAVS completes the time consuming internal and external interoperability analysis to assure compliance