ONGOING SUPPORT
#1 SERVICE DETAILS
SERVICE INFORMATION

Description

OnGoing Support offers a special team to help customers get the most from their procurement solutions. Customs have a professional team with 18 years’ experience to enhance their experience with Gatewit Procurement solutions. With different levels of support, clients will have response to all the technical, proceeding or legal procurement issues.

Technical Support will provide the necessary tools and services to help maximize our customers´ daily operations. It is essential that these operations remain uninterrupted and continuous.

Our team is committed to exceeding our customers´ needs, expectations and requirements by providing reliable service and solving specific problems. There is a continuous help to achieve levels of continuity systems and the availability that your company needs. We are proud in offering a friendly, professional and effective support.

FEATURES
Different levels of support
Each client can choose the suitable level of support to their needs.
Multilingual staff
English; Spanish; French; Portuguese.
Scalability
Custom has the guarantee referrals of unresolved first-line incidents are send to the appropriate second-line team.
Service desk
It is a single point of contact with the user, receiving all the contacts and requests, registering and classifying them, resolving the issues within their scope and passing to the competent area of action the unresolved ones.
Multi-channel support
Multi-channel support for tool use like online platform, e-mail, telephone and others.
Incident Management
It ensures that reported / identified issues are resolved as quickly as possible, in order to decrease the impact on the business and to manage the customer interface and expectations. It is managed by ensuring: registration, priority assignment, sorting, logging, scaling, resolution and closing and within the limits defined in the Service Level Agreement (SLA).´
Our Pricing Plans
SELECT YOUR PLAN
BASIC
Included
Per user/month billed annualy

  • Self-service help center
  • Documentation
  • 2 Opens Cases/month
  • Key User Open Cases
  • 8×5 Email
  • 8×5 Phone (in English)
  • 8×5 Chat (in English)
  • Technical Team
  • Engineering Team
  • Response Time < 12h

BUSINESS
$95
Per user/month billed annualy

  • Self-service help center
  • Documentation
  • 2 Opens Cases/month
  • Key User Open Cases
  • 8×5 Email
  • 8×5 Phone (in English)
  • 8×5 Chat (in English)
  • Technical Team
  • Engineering Team
  • Response Time < 12h

ENTERPRISE
$295
Per user/month billed annualy

  • Self-service help center
  • Documentation
  • 8 Opens Cases/month
  • Key User Open Cases
  • 8×5 Email
  • 8×5 Phone (in English)
  • 8×5 Chat (in English)
  • Technical Team
  • Engineering Team
  • Response Time < 12h

ULTIMATE
$595
Per user/month billed annualy

  • Self-service help center
  • Documentation
  • 2 Opens Cases/month
  • Key User Open Cases
  • 8×5 Email
  • 8×5 Phone (in English)
  • 8×5 Chat (in English)
  • Technical Team
  • Engineering Team
  • Response Time < 12h