GMI Customer Service

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99% of all tickets are answered within 20 minutes. GMI's technical support provides a responsive and knowledgeable resource available around the world, and around the clock. Contact us

GMI Customer Service helps your organization from the time you start evaluating the software through the time you prepare your final report. Through an extensive online knowledge base, documentation and 24x7x365 email support, you will never have a problem getting quick and immediate answers to your problems.

Email support

Conveniently reach GMI personnel via email around the clock, any day of the year (including holidays). Customer service is available to all GMI customers free of charge. 99% of all tickets are responded to within 20 minutes and most solutions provided within an hour. Depending on the complexity of the problem, issues may take up to one business day to be resolved.

Dedicated account managers

If you use Net-MR or VantagePoint, you are provided a dedicated account manager who works with you throughout the project lifecycle to ensure quality, on-time delivery. Your account manager can help resolve issues quickly and escalate as needed. Account managers are available during regular business hours via phone or email.

Escalate your issue

If for some reason you are unsatisfied with our support in any way, you may escalate your problem for no additional charge. You simply have to click on the escalation link found at the bottom of each support email, as seen here:

"If you are dissatisfied with this support response, please click the link below to escalate this issue to our Level 2 Support Team.
http://rtsupport.gmi-mr.com/cgi-bin/escalate_rt.pl?ticket=XXXXXX"

Customer praise

GMI Customer Service works hard to resolve your problems in a timely and quality fashion. Most support inquiries are resolved via email within an hour. Here is what one client had to say about us:

"GMI's support teams work as a single, well-oiled machine – something very difficult to pull off when located in different time zones and speaking different languages. In addition to going above and beyond the call of duty, GMI provides one of the best technical support I've ever encountered in over twenty years in IT. It's a pleasure to work with GMI - they make my work much simpler and help us provide our clients with timely, quality service."

Jim Kenyon
Director, IT Services
Optimization Group

"The ARF benefited greatly from working with GMI last year as our official survey sponsor. GMI's service team was incredibly responsive to our needs, and provided exceptional service. In addition, having a true online survey tool at our disposal greatly enhanced our ability to secure new knowledge."

Diane Streckfuss
Senior Vice President, Programs
The ARF