Full service for your entire store IT system from a single source

 

Overview

 

All levels of service from one source

Collaboration is key to any project’s success.

 

GK offers single source full service for your entire store IT system. Not only do we ensure trouble-free operation solutions, we are also your expert contact for all related hardware, operating systems, and third-party solutions – including field service.

 

 

Support Levels

First Level Support

Hotline (User Support)

Our service center is available to you during normal business hours. Our premium service offers availability 24 hours a day, seven days a week. Experienced technicians and retail experts accept multilingual error messages and process service tickets.

 

Second Level Support

Second Level Support

Our second-level support ensures that errors are resolved quickly, keeping the downtime of your business-critical systems as low as possible. Our experts analyse errors and quickly resolve the identified cause. Additionally, we coordinate solutions with all involved hardware and software partners.

 

Third Level Support

Third Level Support

Our third-level support is utilized when an error cannot be resolved within the first two levels of service. This support begins analysing the problem and developing a proposed solution immediately within the agreed service level agreement and coordination of priorities. The highly skilled engineers and developers who work in this area have in-depth knowledge of the GK Software and AWEK solution portfolio, operating systems, databases and third-party solutions used.

Field Service

Field Service

If hardware needs to be replaced directly or the problem cannot be solved remotely, our mobile service technicians are ready to assist you. Available across the country, they can reach your store quickly to resolve errors on site. Our qualified service technicians have extensive expertise and experience in the areas of hardware, network connectivity, operating systems, and application software. They are also available to service and maintain the full spectrum of retail solutions.

Rollouts and Engineers on Standy

Rollouts and Engineers on Standby

You can rely on our proven service team to support you during the installation of our solutions in your stores. Our project managers organize rollouts 365 days a year and across all international borders. Upon request, we can provide standby personnel support during the first days or weeks following the new solutions introduction. Prior to the roll-out, we test all hardware and software that will be used, and support your project teams in effectively introducing the new solutions and technology.

Training & Education

Training & Education

Personnel training is one of the most important tasks when introducing new solutions. GK offers professional support in staff training, train-the-trainer sessions, system documentation and manuals and more.