Product Technical Support

Gemini Cloud Provides Global

24 Hours x 7 Days Technical Support

Product Technical Support Plan

Service Plan	Gold	Platinum
Coverage Hours * Note 1	8hrs/5days (09:00~17:00) Working hours, except holidays	24hrs/7days
Assisted Support Email Support	✓	✓
Assisted Support Gemini Tech Support System * Note 2	✓ Provide 5 accounts	✓ Unlimited account
Assisted Support Phone Support	✓	✓
Assisted Support Remote Support	✓	✓
Assisted Support Onsite Support	Provided after confirmation that it is necessary 2 times a year for free	Provided after confirmation that it is necessary 6 times a year for free
Reply Time *Note 3 Critical Issue: major system issues of operating mainframes No temporary solution for buffer	2 hours	1 hour
Reply Time Major function issue	4 hours	2 hours
Reply Time Partial or minor functional issues	8 hours	4 hours
Reply Time Cosmetic Issue	12 hours	6 hours
System Fix	✓	✓
System Update	✓	✓
System Upgrade	N/A	N/A
Training	Digital file download on Support System FAQ	Digital file download on Support System FAQ
H/W Procurement & Installation	✓	✓
S/W Installation & Provision	✓	✓
System Check	Once / Year	2 Times / Year
Annual Service Fee (Based on the initial system purchase amount%)	20%	25%

* Note 1: Working days are subject to Gemini company calendar.

* Note 2 : Gemini Tech Support System is online issue tracking system in Gemini Open Cloud.

* Note 3: The response time refers to the time that the service can be provided by telephone, email or remote support as soon as the technical support request is received (calculated based on standard working hours, not based on 24 hours a day).

★ Gold Support

Specially tailored for professional ITs, with fine division of labor and accelerated support time.
Provide e-mail, dedicated telephone, issue tracking system (5 accounts), remote control and on-site support (2 times/year) and other services.
Technical support requests will be graded according to the severity of the problem, and response and support are guaranteed within 12 hours (working hours).
Provide free minor program update service.
Gemini provides free digital file downloads and FAQ education training to help companies/users stay on the cutting edge of cloud information at any time.
According to the needs of enterprises/users, assist in the procurement of the most appropriate hardware equipment and system construction; complete installation procedures to ensure perfect service quality.
Provide health check service once a year to ensure the integrity of the system and the safe use of the best condition.

★ Platinum

Perfectly customized top technical support.
24 hours a day, all year round support service, Gemini is your reliable backing at any time.
Provide services such as e-mail, dedicated telephone, issue tracking system (unlimited number of accounts), remote control and on-site support (6 times per year).
Technical support requests will be graded according to the severity of the Gemini problem, and support is guaranteed within 6 hours regardless of weekdays and holidays.
Provide free maintenance program, minor program and major program update service.
Gemini provides free digital file downloads and FAQ education training to help companies/users stay on the cutting edge of cloud information at any time.
According to the needs of enterprises/users, assist in the procurement of the most appropriate hardware equipment and system construction; complete installation procedures to ensure perfect service quality.
Provide two health check services a year to ensure the integrity of the system and the safe use of the best condition.

Product Technical Support

Gemini Cloud Provides Global

24 Hours x 7 Days Technical Support

Product Technical Support Plan

★ Gold Support

★ Platinum

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