Unified Threat Management - Support | GTA, Inc.
GTA Support Offerings
GTA support programs are designed to provide remote assistance with your on-going maintenance of your GTA firewall products and software. Support contracts will provide answers to your advanced configuration questions and on-going maintenance issues. By purchasing a support contract you can manage your on-going support costs while maintaining access to GTA’s technical support staff. GTA firewalls (GB-3000, GB-2500, GB-2100, GB-2000X, GB-2000e, GB-2000, GB-820, GB-800e, GB-800, GB-250, GB-250e) utilizing the IPS feature available in GB-OS 5.1 and higher will receive automated IPS signature updates included with their GTA support contract.

GTA offers a variety of support options ranging from a one time incident to 24/7 support contracts. Contact our helpful sales staff to match our support offerings to your organization’s needs. Remote or on-site technical support may also be available through your authorized GTA reseller.

Installation Support

Every GTA firewall includes 30 days of installation (up and running) support at no extra charge. Registered users are eligible for installation support which includes free software upgrades, and email access to our technical support staff. If during your first 30 days of ownership, you should need assistance with installation or the default setup of your GTA Firewall, North American customers should email support@gta.com for installation support. In your email please include your contact information, product purchased, serial number and activation code(s) along with a brief description of the assistance needed. International customers should contact their local GTA channel partner.

The following for fee support offerings are available only to GTA customers based in United States and Canada. International customer should contact their authorized GTA Channel Partners regarding GTA’s Annual Maintenance program or localized support offerings.

  Support Offerings
  Please click on each offering for a detalied description.

Extended Warranty

Available on GTA firewall appliances, and extends the basic warranty for an additional 12 months.
 

Single Version Upgrade

Available for all currently supported firewalls, and provides a one-time upgrade to the most current version of GB-OS System Software.
 

One Time Incident

For customers who occasionally need support, provides technical support for one incident.
 

Standard Support

For customers who desire an on-going support contract with a minimum expenditure. Provides software updates and up to 5 incidents of email based technical support during a twelve-month period. Includes GTA's unlimited user Mail Proxy Anti-Virus subscription. Targeted response time of 1 business day.
 

Premium Support

For customers who desire live access to GTA’s technical support staff during normal support hours. Provides software updates and up to 5 incidents of phone or email technical support during a twelve-month period. Includes GTA's unlimited user Mail Proxy Anti-Virus subscription. Targeted response time of 4 hours.
 

Premium Plus Support

For customers who desire hot-swap warranty to minimize down-time. Provides software updates and up to 10 incidents of phone or email technical support during a twelve-month period. Expands warranty to include hot swap for firewall appliances. Includes GTA's unlimited user Mail Proxy Anti-Virus subscription. Targeted response time of 1 hour during normal support hours.
 

Premium 24/7 Support

For customers with mission critical security needs. Provides software updates and up to 10 incidents of phone or email technical support with priority status during a twelve-month period. Includes hot swap warranty for firewall appliances. Includes GTA's unlimited user Mail Proxy Anti-Virus subscription. Targeted response time of 1 hour 24 x 7.
 


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