Unified Threat Management - Support | GTA, Inc.
Premium Plus Support
NOTE: 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.

Customers who are concerned with down-time for their Internet security may wish to purchase the Premium Plus Support contract. The Premium Plus support contract offers all the benefits of the premium support contract along with a targeted 1 hour response time (during normal business hours) and a “hot-swap” warranty option.

The Premium Plus Support Contract includes the following benefits for the twelve-month period beginning on the purchase date of the support contract:

  1. Download of software updates via GTA's Online Support Center for a twelve-month period starting with activation of the support contract.
     
  2. Up to 10 incidents of telephone or email technical support, with a targeted 1 hour response time during normal business hours. Resolution time per incident will depend on the nature of the technical support question. GTA does not provide technical support for non-GTA products or components.
     
  3. A "hot-swap" warranty option. Product must be covered by a GTA warranty. If GTA technical support determines that a GTA product is in need of repair, the customer has the option to request an advanced replacement unit. A replacement unit of comparable level will be shipped to the customer via priority service (Next Business Day for US shipments and International Priority for Canada).
     
    GTA support will issue an RMA number with instructions to return the failed unit. Upon receipt of the replacement unit, the customer must return the failed unit to GTA within three (3) business days, freight prepaid and insured since GTA is not liable for loss or damage during transit. The defective unit must be packaged in either the original packing material or the “hot swap” packaging material.
     
  4. Intrusion Prevention System (IPS) Updates.
     
  5. Mail Proxy Anti-Virus subscription.
     

Customers who wish to purchase the Premium Plus support contract with hot swap warranty must have a GTA product currently under warranty either through the original warranty or extended warranty. Sorry, but out of warranty products are not eligible for hot swap warranty under the Premium Plus program.

GTA Premium Plus Support contracts are available from a GTA Authorized Channel Partner or directly from GTA sales team at 800-775-4482 or sales@gta.com.

Premium Plus Features
Contract Length 12 Months From Date of Purchase
Type of Support Telephone or Email
Software Upgrades Included Yes
IPS Updates Included Yes
Mail Proxy Anti-Virus Included Yes
Number of Incidents 10
Targeted Response Time 1 Hour Normal Business Hours
Warranty Hot Swap

 

Other Support Options

* Click on bold items for definitions


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