Support
100% Satisfaction Guarantee
GBCblue is so confident that client sites and customers will appreciate our quality product and service that we offer a 100% satisfaction guaranty. If customers are ever unsatisfied with the product we will refund their complete user session. Furthermore, if the property is ever dissatisfied with GBCblue, GBCblue will uninstall our system within 30-days without penalty.
24x7x365 Toll Free Help Desk Support
Highly-trained IT Technicians are available to assist 24x7x365. Customers or property staff are invited to use GBCblue’s toll free number any time they have a question, comment, or concern about a GBCblue system. The Company’s system engineers have remote access to any system anywhere in the world. This means that within seconds GBCblue technicians can review any system as if they were sitting directly in front of it giving GBCblue the unique ability to directly assist guests with specific issues or diagnose normally unforeseen problems.
Unlike most companies that employ first call operators with limited or no technical experience, GBCblue uses only highly-skilled IT technicians for its Tier 1 support. Furthermore, GBCblue empowers its Tier 1 operators with the Client Command Center. GBCblue’s proprietary Client Command Center provides instant remote access to any GBCblue PC, system audit history, refund and receipt processing tools, and patch management resources. 99% of all support issues are resolved by GBCblue’s Tier 1 support technicians.
Remote Monitoring
The power of GBCblue is in its ability to remotely manage and maintain its systems. GBCblue monitoring can be divided into two types: proactive and reactive. From a proactive approach, each system receives several automated application audits each day from the embedded Client Manager and central NOC to ensure the software and hardware is functioning properly. GBCblue technicians are notified when system audits result in an error or find a discrepancy. Furthermore, GBCblue technicians audit each location not less than once a month. Technicians remote into PCs and perform system audits to uncover undetectable or non-terminal issues that are often missed by standard diagnostic tools. The result is GBCblue identifies and resolves problems before they surface at the property.
Patch Management
GBCblue’s proprietary Client Manager (the central controlling application platform) runs complete software audits on each PC at least three times a day to ensure each PC is updated with the latest antivirus definitions, software patches, and upgrades. The GBCblue NOC actually monitors software provider websites looking for updates and new virus definitions. Once a new patch update is released, GBCblue tests the patch in its test lab and then releases a directive to the PC on what patch updates are required. Each PC receives the directive and acquires updates themselves. The benefit to GBCblue’s pull-on-request methodology is two-fold. First, property networks are not overwhelmed by large packets getting pushed to multiple machines at any one time. Secondly, PCs that have been turned off or lose network connectivity do not miss critical patch updates (e.g. new virus definitions). A PC that has been offline checks in with the NOC as soon as it “wakes up” and downloads all the necessary updates it has missed. Almost all modifications occur on a sub-layer and are completely transparent to the end-user.
Hardware Break and Fix
If for any reason GBCblue PC hardware is inoperable, GBCblue commits to repairing or replacing the malfunctioning hardware within one business day. GBCblue hardware break and fix includes all hardware components within the PC, mouse, keyboard, and networking and security cables.
Software Break and Fix
If for any reason GBCblue PC software is inoperable, GBCblue commits to restoring or repairing the malfunctioning software within one business day. Average software recovery time ranges from 5 minutes to 1 hour.
Technician Network
Installations and field support issues are performed by GBCblue contracted technicians. GBCblue has a network of approximately 20,000 technicians available throughout the United States, Canada, and parts of the Caribbean. Each technician has an IT background and undergoes GBCblue technician training prior to performing any work order. GBCblue project managers or support managers select technicians based upon experience, education, geographic location, availability, and knowledge of the property. All technicians are required to dress appropriately and be courteous to customers and staff. GBCblue’s robust network of technicians allows GBCblue to respond quickly to software, hardware, and network issues. GBCblue can deploy a technician to any location within four hours which keeps systems up and running.
Turnkey Installation
All GBCblue activities related to the installation are coordinated by a dedicated project coordinator. GBCblue manages the entire installation—investigation, planning, production, shipping, and installation. The project coordinator performs the investigation with the location, ISP, and any other constituent necessary to performing the installation. The project coordinator monitors the products from procurement through production. GBCblue schedules product delivery on the specific date that coincides with the property’s requested installation date. The computer hardware in almost all installations arrives one day prior to the installation. This level of coordination significantly reduces the potential for theft and breakage. The system installation is performed by a GBCblue certified technician with the guidance of the project coordinator and technical team.