Customer support is available via the phone during business hours. On GWI's Technical Support web site, you can submit and view incidents, search our knowledge base and view FAQs, submit ideas, and participate in the user discussion forum. Customer support hours and contact information.

GWI's Technical Services Group was founded to provide customers the easiest and fastest way to deploy and configure our applications. Services include installation, configuration, and general deployment consulting.

The GWI Deployment Consulting program provides a systems engineer who will spend a predetermined number of days working with you, either remotely via the Internet or at your site, to provide assistance on the installation, configuration, and deployment of c.Support, and then train your staff. This service is designed to help you to be operational and effective as quickly as possible.

A full range of consulting and professional services is available to help c.Support customers with planning, implementing, integrating, and customizing their help desk operation.

For more information about GWI's services, please contact your sales rep at 360-397-1098 or email sales.

While c.Support is easy to install and begin using, GWI has developed a series of one-on-one focus workshops that target functionality and will train users on topics that are most relevant to them. These focus workshops will not only lead to better retention of information, but will lead to faster deployment of additional features because the workshops are tailored specifically to the users environment.

c.Support Functionality Overview ($1,100 per seat) - Course PDF

From incidents to change, assets to knowledge, this overview course will give you a good look at the functional areas you need to know to optimize your usage of the c.Support application. (Up to 6 hours)

Basic c.Support Configuration ($ 750 per seat) - Course PDF

This comprehensive overview will walk you through the configuration screens in c.Support to give you insight on major and minor configuration options that will streamline your usage of the application. (Up to 4 hours)

Setting Up Categories ($ 350 per seat) - Course PDF

This insightful course will give you an opportunity to whiteboard an effective and well thought out category structure, and understand the ways c.Support will leverage that information for maximum efficiency. (Up to 2 hour)

Configuring Service Level Agreements and Notifications ($ 550 per seat) - Course PDF
Webinar archive available for this topic.

In this course you will gain an understanding of various types of agreements, as well as key features impacting your agreements such as notifications, approval cycles, and reporting. (Up to 3 hours)

Creating and Using Incident Hierarchy Templates ($ 550 per seat) - Course PDF
Webinar archive available for this topic.

Leveraging hierarchy templates in your incident management is a fundamental way to put the power of c.Support’s automation in play and increase the efficiency of your service activities. This course will walk you through all stages of implementing hierarchy templates in incident-related activities. (Up to 3 hour)

Change Management Fundamentals ($ 550 per seat) - Course PDF
Webinar archive available for this topic.

Leveraging hierarchy templates in your change management is a fundamental way to put the power of c.Support’s automation in play and increase the efficiency of your service activities. This course will walk you through all stages of implementing hierarchy templates in change-related activities. (Up to 3 hours)

Creating and Using Correspondence Templates ($ 200 per seat) - Course PDF

This course will give you a thorough understanding of how correspondence can be used to streamline activities. (Up to 1 hour)

Configuring Email Processing ($ 300 per seat) - Course PDF

Let c.Support triage and route incident tickets converted from correspondence to the appropriate person or group. See how follow up emails can been routed regardless of current ticket ownership to prevent delays and increase accuracy in logging and ticket history. (Usually one and a half hours)

Building an Effective Knowledge Base ($ 300 per seat) - Course PDF

This course will outline effective ways to capture knowledge, as well as distribute it to those who will benefit from seeing it. (Usually one and a half hours)

Asset Management and Scanning ($ 350 per seat) - Course PDF

Proactively manage your assets with full-featured tracking, discovery and inventory capabilities. This course will enable you to optimize these key areas that impact your service desk. (Up to 2 hours)

Setting Up Customer Data Integration ($ 300 per seat) - Course PDF

This course will show you how c.Support can hook to external sources to provide a single point of entry for customer information. The course will also cover synchronizing the data so that customer information is always refreshed and accurate. (Usually one and a half hours)

SQL Reporting in c.Support ($ 300 per seat) - Course PDF

Service desk personnel using c.Support will find tremendous value using Microsoft SQL Server Reporting Services (SSRS) to perform ad hoc reporting. SSRS works in conjunction with c.Support’s data models to enable users to create very powerful, highly-filterable reports with little effort. (Usually one and a half hours)

Setting Up Security and Authentication ($ 350 per seat) - Course PDF

This course will provide a thorough overview on securing your c.Support application. It will also discuss integrating c.Support with Microsoft Windows Authentication to eliminate duplication and provide a single sign-on environment. (Up to 2 hours)

Setting Up Multiple Support Centers and Locations ($ 350 per seat) - Course PDF

This course will instruct users how to configure a single instance of c.Support to easily accommodate numerous support centers, locations, or individual business units while protecting the information shown to be relevant to only the users of those respective units. (Up to 2 hours)

Configuring Surveys ($ 200 per seat) - Course PDF

Surveys are a tremendous way of communicating with customers and garnering feedback. This course will show you how to create, distribute, view, and report on surveys. (Up to 1 hours)

Using c.Support’s ITIL-based Features ($ 550 per seat) - Course PDF

This course, led by an ITIL-certified GWI Software employee, will begin with a discussion of what ITIL is and move through how c.Support has been specifically architected to support those standards. (Up to 3 hours)

Configuring the c.Support End User Desktop ($ 300 per seat) - Course PDF

Create one or many End User Desktops and enable customers or distinct customer groups to view unique FAQs, search knowledge bases, submit and view incidents, view informational headlines, and access web-based content to reduce the number of calls into your help desk. (Usually one and a half hours)

Support Representative Training ($ 550 per seat) - Course PDF

The value of a proper implementation and configuration of your c.Support installation can be greatly reduced if its usage isn’t optimized by support reps who understand how to use the solution to its fullest capabilities. This course will provide thorough and insightful training from the support representative’s perspective. (Up to 3 hours)

To sign up for any workshop, please note the title(s) and contact GWI Sales. They will happily assist you in filling out a GWI workshop order form.