Our Commitment

Service is at the core of our company values. Excellent (and expert) service informs what we do at all times, with all customers. Our comprehensive solution options were not arbitrarily selected - our customers, both long term and new, reflect the broad reach of a software messaging company; we have customers from all over the world and from all areas of the industry spectrum. Meeting the needs of a diverse, cross-cultural customer base means that we can courteously and quickly address almost any issue.

How we help

Purchasing our solutions is just the start of our relationship. You will be provided comprehensive pre-sales advice from our Account Management team. After you buy one of our solutions free installation support will be provided, typically via our email system; response times average under 30 minutes per inquiry - you won't be kept waiting. If you need it though one of engineers will call you directly.

You may also want to migrate to us from an older email system. We offer a range of migration applications to allow the porting of existing mail data, either directly from Outlook (a common method when moving to Cloudline), or server-server (suitable for when deploying an on-premise Keyline installation).

You may be talking to us about a custom solution, perhaps you are looking for a private cloud option. We have a dedicated third line consultancy team that can provide customised deployment advice. Please email the Consultancy team to discuss your requirements further: consultancy@gordano.com.

The Helpdesk

GMS Expert support logo

We have deployed a dedicated helpdesk system to handle all support and service requirements (we use Kayako if you were wondering). You can access the Helpdesk Support directly or you can simply email support@gordano.com. After you have raised a ticket you can login and track the status of your inquiry.

Optional Support Packages

All our solutions include Green Telephone and Email support as standard (Keyline Premium includes Blue support!). Some of our customers prefer the security of a more extensive telephone contract option, you can choose from 2 additional plans: Red and Blue.

  • Red - Our most comprehensive package - 24x7x365 care
  • Blue - Our mid-tier solution offering telephone contact hours 0900-2200 GMT/BST *(Included with Keyline Premium)
  • Green - Our entry level telephone Support package - 0900-1700 (UK) or 0900-1700 EST/EDT *(Included with Cloudline, Baseline & Keyline Standard)
Please discuss your requirements with our dedicated Account Managers at sales@gordano.com.

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