Technical Support as a Service

Localised access to qualified Tech Professionals to ensure your BI Service Continuity

Support Overview

GTL is dedicated to enhancing the success of customers and to attaining the highest levels of user experience through the delivery of professional, efficient and high-quality support across the Tableau product suite
We wish to maximize our customers’ investment through the delivery of comprehensive service offerings. Our services are developed to cater for the different needs of our customers and to ensure ongoing and consistent operational capabilities and provide highly available tech support services.

Raise a case

Customer will reach out to Tech DL with Named/Registered contacts

Issue Download

Based on the Support plan GTL Tech Engineer will understand the nature, impact of the issue then assign a priority and Ticket number.

Troubleshoot

Follow standard operating procedures and guidance for the issue resolution.

Test

GTL Tech Engineer will try to replicate the issue internally and find the feasible fixes.

Implement

On successful completion of the fixes, GTL to deploy the fix on Customer’s environment.

Our Pricing Plans

Flexible Pricing Plans for our customers to ensure they can pick and choose from the variety of plan available based on their deployment size & business criticality of data.

Basic
8 Hours x 5 Days Support Window
Configuration & Troubleshooting
Response time < 2 Days
Upgrade Assistance

FREE

Per Month

Silver
8 Hours x 6 Days Support Window
Response time of < 8 Hours
Weekend Assistance on P1 & P2
Standard

7.5% TLV

Billed annually

Gold
Dedicated Resource and Manager
Round the calendar support
SLA/Response < 4 Hours
Regular Health Check (Proactive)

15% TLV

Billed annually

Features

Features
FEATURES BASIC SILVER GOLD
Annual PRICE (Monthly)* Complimentary 7.5% TLV (10% TLV Montly) Lorem ipsum
Contact Options Email Only Email and Hotline Email, Hotline & Direct
Contact Option
Coverage Business Hours 8X5 Business Hours(8X6) Business hrs (8X7) (P1 & P2 only)
P1, P2 Issue Response Time 16h, 24h 8h,16h 4h, 8h
Named Contacts 3 5 7
Technical Account Manager
Service Level Agreement**
Upgrade Assistance**
Special Programs and Forum Access
Case Escalation and Oversight
Best Practices Session
Onsite Escalation Management***
Proactive Escalations
Root Cause Analysis
Data Diagnostics
*TLV Total License Value is calculated as the total sum of product license procured through GTL over the last 12 months. Prices vary for monthly subscriptions.

**Service Level Agreements are defined based on the plan opted for, please refer to the detailed documentation for SLA

***Onsite Escalation Management is available with additional commercials involved

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