Dear GiaSpace Client,
We’re reaching out to inform you about some updates to our support policies, crafted to ensure optimal service for both in-office and remote teams. Over the past three years, remote work has surged by over 70%, and for many of our clients, this has meant that home networks and older devices are being used in ways they weren’t originally designed for.
To meet these evolving needs and maintain our commitment to top-notch support, we’ve adapted our policies. These changes will allow us to continue focusing on business-critical systems while still supporting employees working remotely.
Here’s how these updates affect our service:
1. Remote Support for Home Networks & Personal Devices
With the rise in remote work, we now find ourselves supporting home networks as well as company networks.
- Policy Update: For remote users who have trouble connecting to business servers, our team will continue to provide assistance. However, when issues stem from a home network or personal device, these will now fall outside our standard agreement and will be treated as billable support.
- Real-World Example: Suppose an employee has difficulty connecting due to a personal Wi-Fi router issue or an outdated home device. We will notify management before proceeding with any billable support on these matters, as these are often best addressed by local providers.
Why This Change?
On average, we support up to 30% more connections than before the pandemic, effectively managing more sites per organization. This adjustment helps us prioritize critical business systems, keeping our response times and service quality high.
2. Support for Legacy Devices (5+ Years Old)
Older computers, particularly those over five years old, are increasingly incompatible with today’s applications.
- Policy Update: If these devices exhibit performance issues, crashes, or struggle with resource-intensive applications (e.g., Chrome, cloud apps), our support will be billed after the initial 30 minutes that we will spend as a courtesy under agreement then management approval will be needed to proceed with best effort.
- Example in Practice: Modern applications are built to leverage faster processors and larger memory capacity. Devices from 2018 and earlier often cannot keep pace, and spending on repeated repairs often surpasses the cost of replacement with newer, AI-compatible models.
Why This Change?
According to recent industry data, outdated hardware can reduce productivity by up to 40%. Replacing equipment every 4-5 years is considered an industry standard to ensure security, efficiency, and compatibility with advanced technology.
Our Commitment to You
We remain fully dedicated to providing Fast Friendly First Time Fix support to meet your needs. These updates are designed to keep your IT Support Team focused on areas that most directly impact business operations, without compromising on the quality of service.
If you have any questions or would like further details, please reach out to us. Thank you for your understanding and your continued partnership.
Best regards,
GiaSpace Support Team
