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Technical Support
Your networked devices and their data are critical, and you want to ensure the protection you put in place will truly protect you. That's why we require you purchase at least one block of technical support services with your first Gatecraft firewall order. This block of time can be used for help in:
- getting your initial configuration setup properly
- building your own template so later modifications can be easily made
- giving you an understanding of the configuration tool without having to work through the extensive documentation for the few features you most likely will be using
- Gatecraft Application Specialists
- Our application engineering specialists credentials include detailed knowledge and experience with both ethernet technologies and the most popular industrial network protocols. Our application engineers not only understand network settings and parameters, but have written low-level ethernet and industrial network protocol drivers for more in-depth knowledge than you'll find at other business security companies.
- Three Levels of Support
- You choose. Basic support is available during normal working hours for a single contact at your company. Premium support is available 24/7 for multiple contacts. On-site consultations are available if you need assistance in determining your product needs, or if you have a complex configuration for which you'd like our expert assistance.
| Basic | Premium | |
|---|---|---|
| Telephone Support during normal business hours1 |  |
|
| Email Support during normal business hours1 | ||
| 1 hour maximum response time | |
|
| 4 hour maximum response time |
|
|
| Priority Routing of Issues |  |
|
| 24/7 Emergency Telephone Support (1 hour max response time)2 | |
|
| Remote Diagnostics (with client authorization only) | |
|
| Named contacts | 1 | 4 |
| 1 Normal
business hours 2 24/7 Emergency Telephone Support |
||
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