GlassHouse offers a variety of support services for hardware or software companies who want to focus their resources on core competency tasks, and require global and scalability within their support services operation.

GlassHouse Customer Support Services At-A-Glance

• Global support program through a single contract.

• Customizable, modular support offerings that complement your current support organization or serve as your entire support function.

• Comprehensive selection of support infrastructure and resources ranging from global field service, fully automated logistics storage and distribution, level one and level two engineers and implementation specialist.

• Direct, preferred access to our best technical experts by phone, online or on-site 365x24x7.

• Proven methodology providing seamless integration with our partners support and engineering operations.

Our technical experts eliminate the risks and many of the costs associated with setting up an internal support infrastructure. The call management center is equipped with remote monitoring technology, a call management system, a customizable Internet interface, call switching, problem replication lab, mission critical support procedures, and an automated escalation policy system.

The GlassHouse call center support offerings are designed to cover your needs from beta testing through the first shipment of a product and subsequent product upgrades. And, everything can be branded your way.

The basic levels of call center support are:

• Bronze-level support - includes call logging, contract validation, problem definition, and problem escalation

• Silver-level support - includes all Bronze-level support plus knowledge-based technical resolution, error log review, and data gathering

• Gold-level support - includes all Silver-level support plus problem replication and an engineering interface

GlassHouse Global Field Service Support
Through a network of thousands of field service engineers in over 120 countries, our clients can offer on-site problem resolution within four hours of a support request placement.

• Americas Field Service Support Coverage -- view map

• EMEA Field Service Support Coverage -- view map

• Asia Pacific Field Service Support Coverage -- view map

• Japan Field Service Support Coverage -- view map

GlassHouse Logistics Storage and Distribution Support
Our network of over 600 logistics depots around the world ensures same day, overnight and warranty exchange of material access. GlassHouse also offers full product distribution services, including fully automated replenishment, reverse logistics, real-time reporting and best practices for international distribution.

• Product Implementation - GlassHouse offers implementation services which range from "rack & stack" to customized integration. Implementations start with best practice pre-site evaluations through turnover training to the client.

• Professional Services - leveraging GlassHouse consulting services, we will customize our consulting services to specific needs such as assessment and architecture of product solutions

Service Response Times

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