Services
Technical Support as a Service
We ensure to always be accessible for resolving your BI roadblocks
Support Overview
GTL is dedicated to enhancing customers’ success and 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 by delivering 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
First contact
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 & Implement
the issue internally and find the
feasible fixes.
Issue close
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 plans available based on their
deployment size & business criticality of data.
Basic
FREE/month
Silver
for yearly subscription
Response time of < 8 Hours
Weekend Assistance on P1 & P2
Configuration & Troubleshooting
Upgrade Assistance
Gold
3.5 Lakhs Onwards *
for yearly subscription
Dedicated Resource and Manager
Round the calendar support
SLA/Response < 4 Hours
Regular Health Check (Proactive)
Silver
Features
| FEATURES | BASICS | SILVER | GOLD |
|---|---|---|---|
| Annual PRICE (Yearly)* | Complimentary | 10% TLV Yearly | 15% TLV Yearly |
| Contact Options | Email Only | Email and Hotline | Email, Hotline & Direct Contact Option |
| Coverage | Business Hours 8×5 | 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*** | |
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| Proactive Escalations | |
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| Data Diagnostics | |
monthly subscriptions.
