GK Software offers you full service for your entire store IT system from a single source. Not only does our service organization ensure trouble-free operation of the GK/Retail product family solutions, but we also act as your expert contact for all topics related to the hardware, operating systems and third-party solutions you use - including field service.

All levels of service from one source

We offer you the full range of service levels, including the user hotline, second- and third-level service and qualified field service. Our tailor-made offers support you in the exact framework that suits your needs. From the all-inclusive package to support with your own resources, we can customize the service according to your exact needs and the capabilities of your organization with specific service offerings. Our range of services includes:

Hotline (user support)

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

Second-Level Support

Our second-level support ensures that errors are resolved quickly and downtime of your business-critical systems remain as low as possible. Our experts analyze errors that occur and ensure quick resolution of the issue after the cause is identified. We also coordinate finding solutions with all hardware and software partners involved.

Third-Level Support

Our third-level support is utilized when an error cannot be resolved within the first two levels of service. The third-level support will begin analyzing the problem analysis and developing a proposed solution as soon as possible within the agreed service level agreements 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.

Strong partner ecosystem

GK Software has strong technology and implementation partnerships with some of the most trusted organizations in the U.S. and Canada, and maintains an exclusive vendor agreement with SAP. No matter your technical expectations, deployment requirements or service needs, GK ensures you're always covered.

Training & education

Training of personnel is one of the most important tasks when introducing new solutions. GK Software also offers diverse and professional support in this area. We support you using staff training, train-the-trainer sessions, system documentation and manuals and more.