GE Support Policy
DEMO
Contact Us

GE Support Policy



SUPPORT POLICY - GE


 
INCLUDED FEATURES:
 
Support feature Description
Telephone and Email support GE Support personnel are available at the following times, subject to public holidays observed in either Auckland, New Zealand (NZDT below), Santa Monica, California, USA (US PST below) or Tel Aviv, Israel (IDT):
 
0800 to 1800NZDT Monday to Friday
 
NZDT
0700 to 2000 PST Monday to Thursday US PST
0700 to 1600 PST Friday
 
US PST
0500 to 2200 GMT Monday to Friday Greenwich Mean Time
0800 to 15:00 IDT Monday to Friday IDT

During these hours, Clients may contact GE support personnel by calling the relevant numbers from the self-service portal (“GE Client Hub”):

https://csbclients.csod.com/client/csbclients/default.aspx

All calls will be answered, subject to current call load and resource availability. If not answered the call will go to voice message whereby the Client is prompted to either complete an email incident or leave a message for the attention of GE Support personnel.

Emails and messages received will be addressed on the next working day in New Zealand or Los Angeles, California, depending on the day of the week.


Note:
 (1) Support will be provided for up to three (3) named Client contacts, or more if agreed in advance, which contact may be changed from time to time by written notice from Client to Cornerstone ("Named Client Contacts").
 (2) Onus is on the Named Client Contacts to ensure that the Client’s Subscribers firsdt contact them when experiencing any issues with GE. GE Support expects to be comntcated only by Named Client Contacts.
Online Support and Knowledge Base Access to product information and other support is available 24/7 through the GE Client Hub available to Named Client Contacts.
Case Management Tools Included 24/7, via GE Client Hub.
GE Client Hub Included 24/7, via GE Client Hub.
Service Level Availability Pursuant to the GE Service Level Agreement


OPERATIONAL REQUIREMENTS:
 
Obligations of the Parties Client
  1. Register all support requests (“Incidents”) via phone, by emailing support@askcsb.com or by registering in the GE Client Hub.
  2. Ensure that all Incidents include sufficient details which clearly describe the requested change, question or issue.
  3. Ensure that all Incidents provide background to assist GE in resolution, including, but not limited to,screen shots or actions leading up to the issue
    (if applicable).
  4. Ensure that all Incidents are accompanied by an indication from the Client as to level of urgency associated with that Incident.
  5. Include only one specific support request per Incident. Excessive items in one Incident will be split up into multiple support tickets and may increase resolution times.
  6. No duplicate Incidents, and all related communications must reference the original support ticket number.
  7. In accordance with above, Client GE administrators need to advise employees to raise their support request first with the Client HR or Client GE administration team. The Client HR or GE administration team can then escalate suitable end-user cases to the GE support team which helps to reduce resolution time and streamline the communication.
 
Obligations of the Parties GE
  1. Meet response times associated with Incidents.
  2. Provide appropriate notification to Client for all scheduled maintenance (minimum of five (5) business days) by way of the GE Client Hub.
  3. Pro-actively communicate with Client to agree on expectations at any time during the management of the Incident.
  4. Review all Incidents and respond in accordance with this policy or GE Service Level Agreement, as applicable.
  5. Where the resolution of an Incident may involve additional price and scope, assign to relevant reource to resolve. In such cases the deliverables and any costs will be agreed by GE and Client by way of a Service Work Order that must be executed prior to the commencement of any work.
  6. Support request send in by employees will be assigned to the relevant GE administrator in the HR team as the main point of contact.