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Our service has three (3) different tiers of support.  Each tier offers various levels of support ranging from software updates to server uptime. Each product (Computer, switch, server, etc) covered under this service must be registered under Gibson Technology Solutions support agreement in order to qualify for this service. User documentation is also included in the form of one paper copy, along with a digitized version.

Every call, email and/or ticket is assigned a priority in our Help Desk system.  The priority defines the impact of the issue reported by the end-user.   If the technical issue cannot resolve remotely, the ticket will be escalated to the Managed Onsite Service at the Tier rate of the help desk ticket.

Our Managed Onsite Service provides all the same basic services as Managed Service support but offers Next Business Day onsite service.  Managed Onsite Service is an extension of a support ticket from Managed Service 24x7x1 that requires a physical presence by a Gibson Tech Solutions Trained Systems Engineer. Each product must be registered under Gibson Tech Solutions’ support agreement in order to qualify for this service.



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