Support Boundaries
GCC Support Boundaries
Here you will find all the information and links that you need to fully understand GCC’s IT support.
See how you can get the most from your support contract.
Service Desk Overview
The GCC service desk is designed to deliver four key user support services as follows:
- Break-Fix – To facilitate rapid triage and resolution of the many types of incidents that can occur when using modern IT services and business applications.
- Service Requests – Provide capacity for requests in the day-to-day administrative management of your IT systems.
- Help and Advice – Provide day to day help and advice to ensure that all your users get the maximum value out of the installed IT systems.
- GCC Pro-active – Monitor, patch and update systems, security and IT solutions proactively.
Each of the types of user support listed above is delivered by our service desk according to well established principles, originally based on ITIL standards (ITIL = Information Technology Infrastructure Library).
User Requests and Incidents
All user requests and incidents are categorised using a methodology where all incidents are reviewed for the severity of the incident. Severity levels are based upon ‘impact’ and ‘urgency’.
See below for further information on how request and incidents are reviewed and processed.
Note: In order for us to provide you with a quality service, please ensure anyone who contacts the service desk is familiar with this information prior to doing so and agrees to adhere to the procedures and guidelines within.
Support Boundary Matrices
The support matrices have been provided to further assist customers with a quick reference guide as to what tasks or issues are typically included within a standard support contract, and which would be considered additional consultancy.
This is by no means a definitive list of all tasks, but it does include the most commonly raised questions.
The matrices are split into solution areas that relate to different business applications (e.g. Sage and Microsoft Dynamics) and different IT infrastructure areas such as PC’s, network & Servers, Telephone systems etc. The matrices also correspond to the support contracts offered by GCC.
Additional general notes for each resolver group / IT solution are given in each section and should be referred to alongside the relevant support boundaries matrix.
Note – You will see that within the support boundaries, additional benefits are included when GCC supports both your IT infrastructure platform and your business application software.
Supporting both areas also enables GCC to resolve issues faster and more comprehensively.
Sage 50 support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Sage 200 support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Business Central support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Dynamics NAV support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Dynamics 365 CRM support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Microsoft 365 support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Desktop & Devices support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Network & Server support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
Telephony support matrix – what tasks or issues are typically included within a standard support contract & which would be considered additional consultancy.
We’re here to assist.
GCC Customer Support Portal
The GCC Customer Service portal lets you quickly access support as soon as you need it. As well as providing a direct line of communication between you and the GCC team.
Our quick response commitment mitigates costly disruptions to your operations.
We offer a variety of support services across the online incident portal, and we recommend all of our customers utilise the incident management portal.
Via our self-service portal you can:
- Log support tickets
Log a support ticket for your software, hardware, connectivity, or other IT system as soon as you need it.
- Full ticket reporting management
Open, edit and close tickets easily – plus you can view your complete incident reporting history.
- Information & training resources
Build your own expertise with a comprehensive library of online guides and documentation.
- Service desk performance
Access full company analysis of incident reporting history and assess service desk performance.
GCC will publish any updates to IT solutions and support services for users to view at their convenience.
As well as being a hub of information and self-service resources, the portal complements our service desk, with the capability to raise, monitor and manage support tickets.
Registering is quick and easy and provides your employees with 24/7 access to support material to keep your business running as smoothly as possible.
A few of our delighted customers who use the Customer Online Portal
Services – Support Services
Support Services help your business and users run at peak efficiency.
GCC understand the pace and change when it comes to technology – GCC support ensures your business is making the most from its investment.
The GCC customer online portal provides a direct line of communication between you and the GCC support team.
Here you will find all the information you need to fully understand GCC’s IT support.
A quick reference guide as to what tasks or issues are included in support.
