• Technical Support
    Gluesys assists with a wide range of technical issues that occur
    while managing your storage and IT infrastructure.
    Our Engineers aim to guide you with seamless and steady system administration
    through analysis by understanding your organization and business strategy.

Preventive and proactive maintenance

Gluesys engineers will keep in check your storage infrastructure for potential threats through diagnosis, maintenance, and error logs, thereby maintaining the infrastructure in a serviceable condition.

Corrective maintenance

Our corrective maintenance service will be carried out depending on the severity, service level, and geographical location. It will be delivered when the system is brought to a full stop or during the period when it is least affected.

Requirement analysis

Analyze your business type and current IT environment to guide you through to a successful storage implementation that meets your future needs and business growth.

Customization planning

Plan for upgrade and replacement to keep mission-critical, in-operation devices at its most advanced state to secure reliability and stability for your organization to meet their ROI.


Support Type

Basic Advanced
Service E-mail Remote sessions, E-mail, Phone
Availability
  • On weekdays – 09:00 to 18:00 (GMT+9)
  • On weekdays – 08:00 to 21:00 (GMT+9)
  • On weekends and holidays – 10:00 to 17:00 (GMT+9)
Receipt of inquiry(+ follow up call) 8 hours 4 hours
Troubleshooting guidelines 48 hours 24 hours
Regular software updates YES YES (remote update support)
Direct consultancy - YES
Remote customization support - YES
Remote support and troubleshooting - YES
Severity Levels Basic Advanced
1
  • Failure on the main system with severe business loss
  • Loss of critical business data
8 hours 4 hours
2
  • Failure on the main feature with some limitations
    on the service which might impact long-term productivity
12 hours 8 hours
3
  • Minor issues that effects business continuity
Two business days Next business day
4
  • Issues not related to business continuity
  • Suggestions on software improvements or new features
One week Three business days

Support Flow

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