June 2009 | Resolutions
GXP customer support resources
Contacting the customer support team
There are several ways to contact the GXP customer support team for assistance with software questions or concerns. All software purchases include a 90-day warranty that includes complimentary customer support, product updates, and software patches. After 90 days, customers have the option to purchase additional support through the Upgrade Entitlement (UE) Program, which includes unlimited technical support, product updates, and software patches. The following resources are available to report an issue that requires attention:
Send an e-mail to socetgxp.support@baesystems.com with complete details about the issue including software version, operating system, contact information for the person reporting the issue, and other individuals who are aware of the issue.
Support request form
Initiate a support request using the online form on the GXP Web site: www.socetgxp.com/content/support/request-support-or-media. Using this form is one of the easiest methods to contact the customer support team to ensure that all necessary information is documented.
Telephone
Customer support is offered by telephone, Monday through Friday. If your call is not answered immediately, please leave a detailed message. A customer support representative will contact you as soon as available.
U.S. and Canada, 8 a.m. to 8 p.m. Eastern Standard Time
Toll-free: 800 316 9643
Tel: 703 668 4385
Europe, Middle East, and Africa
+44 1223 370000
Asia, Australia, and Pacific Rim
+61 2 62730111
Requesting media or patches
To determine if you need a patch, review the current list of patches on our Web site: www.socetgxp.com/content/category/support/software-patch-updates. All patches are cumulative. Therefore, you do not need to install missed patches. When you install the latest patch, you receive all of the enhancements and fixes included in previous patches.
To access the latest software patches or to request a copy of the software, use the Request support or media Web form: www.socetgxp.com/content/support/request-support-or-media. To ensure that your request is forwarded to the appropriate department, select the Requesting media option from the Subject drop-down list box.
If you are requesting the username and password for the GXP FTP Web site to access the latest unclassified patch for a particular software version, please contact the customer support team using any of the methods described previously. Make sure to indicate the software version and we will provide the appropriate username and password. Please note that only unclassified patches can be accessed from the GXP FTP site. Classified material, including software patches, must be mailed to your facility using an address that has been verified by the BAE Systems Security department. If you require classified information, please make sure that the address you enter in the online form is for classified delivery.