100% Satisfaction. Dedicated Support.
Posted July 2014
At TGI our central focus is to make the lives of our customers easier and more efficient. When you partner with TGI you get to focus on your business, not your office technology. The way we achieve this is simple.
- We start with proactive monitoring and management of our client’s devices. Whether it’s one device or one hundred, we use the TGI Tool Kit to proactively monitor and track information the MFPs share with us. In some cases we will be able to dispatch technicians to fix issues you didn’t even know you had or to deliver toner to your door before you knew you needed it.
- In the event you need additional support, we also provide world-class, around-the-clock live remote support and technical hotline. The support provided by our Free Help Desk extends well beyond device related issues into application level support. Unlike our competitors, we will stay on the line and continue to troubleshoot until you can print regardless of what the reason is.
- Want to place service calls and order supplies without having to call us? No problem, we won’t take it personally. You can place your order on our website or if you have your mobile device handy and you’re near your MFP, just scan the QR code and enter the service call or supply order remotely. Read more about our mobile support here.
- By utilizing the most advanced software applications and a proprietary strategy for dispatching our technicians, we are able to maintain a 4 hour response time when responding to a service call onsite. And our technicians are equipped with more than just a screw driver. More than 20% of our technical staff are network certified guaranteeing that they have both the tools and the know how to fix any problem you might have the first time.
- There may be times that your equipment requires a bit more than a service tech can handle onsite or maybe it has inherent flaws that can’t be fixed at all. In those cases TGI has you covered as well. Our guaranteed loaner policy kicks in if your machine is going to be down for more than 24 hours. Our service replacement guarantee says that if we can’t fix it, we’ll replace it, no questions asked.
- All the previously mentioned benefits of TGI Service and Support are included in our basic service agreement, however if you need something else, just ask. All of our service level agreements can be customized to make sure we have you covered from all angles.
Don’t just take our work for it! Take a look at a few of our client’s feedback here.
Do you have questions about our support or need assistance? Don’t hesitate to contact one of your helpful representatives by calling 1.866.go.tgioa (1.866.468.4462) or getting in touch online.