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addition to our extensive online documentation, all
clients have the option of receiving a free initial
45-minute telephone walk-through of the Control Panel
system to help you set it up properly.
Beyond that, the
preferred method of support is our support ticketing
system. Our expert technicians answer support tickets
24x7x365 days per year and we strive for a very fast
response time.
First level telephone
support is available Mon.-Fri., from 9am - 6pm, but all
support requests should be submitted first via our
support ticketing system. You may call at any time to
check on the status of a ticket, but please have your
ticket number ready when you call. If necessary, you may
request to speak to a technician or account manager if
appropriate.
Use of the ticketing
system ensures that all support requests and questions
are answered promptly and accurately. All requests and
replies are archived in your Support Center for future
reference.
Great Atlantic Media
Group Management reviews all open tickets on a daily
basis to make sure all requests are responded to and
resolved in a timely manner. If you ever need to
escalate a support request, please call and ask to speak
to an Account Manager or email
support@gtatcorp.com.
Technical consulting
beyond basic server support issues is available
for $60 per hour.
Support Guidelines
We ask that all clients
observe the following guidelines when requesting
technical support:
- Be sure you submit support
tickets from your Control Panel. You would have
received the login url for this in your first New
Account email from us. You can always login directly
here in the customer support center or at the
following URL:
http://cp.gtatcorp.com:8080
- Please submit support tickets
by logging into your Control Panel rather than
emailing support. Emails sent to
support@gtatcorp.com will be seen by the support
reps but they do not contain the pertinent username
and other account information as do tickets sent from
your control panel.
Also, please do not reply to support tickets
via email. Email copies are sent for convenience but
your actual responses should be sent from your control
panel (otherwise the replies will not be logged in
your support center and the email reply will generate
a new ticket for the same issue).
- Phone support is available
Mon. - Fri. from 9am - 6pm, but please submit a
support ticket and give the support reps an
opportunity to respond before calling for phone
support. All support requests are handled in the order
they come in as ticket numbers.
Thank you for observing the
above guidelines. These procedures are designed to help
us ensure support requests are answered in the most
timely and efficient manner and also to guarantee that
no issues fall through the cracks.
-The Great Atlantic Support Team
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