Additional Training support
Access to the retained training plan, a dedicated channel between 0800 and 1800 to contact the GOSS Support desk for "How do I?" queries
· Minimum 6 month contract
· Unused credits may be transfer to the next month - limited to a one month rollover.
· GOSS will provide advice and guidance as part of this service however cannot guarantee being able to troubleshoot, resolve or fix any issue.
· In the event that a request cannot be answered or resolved by a GOSS Support Technician, any time logged will still be deducted from the client monthly balance.
· This service only covers advice and guidance from a GOSS Support Technician. If a request requires a GOSS developer, time will be stopped and a quote raised for the work with appropriate lead times provided.
2 Hours a Month
4 Hours a Month
6 Hours a Month
10 Hours a Month
15 Hours a Month
Types of Request
Help and Guidance:
Service Requests for advice and guidance rather than a fix to an issue
Request to change display or functionality
Front-end Website Issues
Content and Forms
Managing Content of iCM Forms
Support with Regex and Validation
Service Request Type
Maximum Response Time
Request Fulfillment Time Goal
Phone answered by qualified individual and details recorded
3 Working Days
Ticket assigned to appropriate support agent
5 Working Days*
* - Request fulfilment time is subject to co-operation with any requests for additional information/guidance from a GOSS Support Technician