Gateway adds global tech support

Gateway Inc. has updated a set of services that will help federal customers outside the United States get faster support and reduce downtime. Gateway relaunched its support services outside the continental United States (OCONUS) this month to provide better technical support and replacement services to information technology support personnel and Gateway users at 40 installations, said Dan Ludwick, director of service development and marketing for Gateway Business.

OCONUS enhancements include:

Toll-free tech support phone numbers in more than 30 countries. The toll-free service will start in February. A dedicated group of specialists to serve the federal government overseas. CD-ROMs for information and training. Logistics programs to expedite the replacement of parts. Because most federal users, particularly in the Defense Department, already have tech support personnel on-site, Gateway is giving them the tools, training and information to diagnose and fix problems themselves, Ludwick said. The services can be used for Gateway's entire product line of desktops, portable computers and servers.

Gateway will provide private Web pages with links to Gateway's electronic support information and other Web sites. Those private sites will enable federal workers to download diagnostic tools, chat with Gateway tech support workers and undergo training on their own time, Ludwick said.

In the next phase of upgrades to OCONUS support, Gateway plans to produce information cards with key phone numbers and Web addresses that users can carry when they are away from IT support personnel, he said.