Support and Service

We offer  complete service and support packages for all audio, videoconferencing and  peripheral equipment.  As part of a support contract you should have received a  toll free telephone number to call for any of your technical support  questions.

24-Hour Video Test Facility:
The video test facility  in Atlanta, Georgia is available to our customers 24 hours a day for both ISDN  and IP test calls.  This allows you to verify that your equipment is working for  any time.

Expedited Part Replacement Programs:
We offer a  variety of different maintenance programs that offer 1, 3 or 5 years of coverage  and include:

• Overnight Part Replacement
• Technical Support with Troubleshooting
• Pre-Paid Shipping both ways

Technical  Phone Support:
All of our customers have direct access to a trained  Polycom certified technician for any of their technical support needs for  real-time troubleshooting.
We have owned and operate audio and  videoconferencing equipment ourselves for over 7 years.  We know what problems  arise, which components (communication link, equipment, configuration, etc.) might  be responsible and most importantly how to resolve any issues  quickly.

Product Specific Training:
All of our customers have  access to product specific training.  We want you to get the most out of your  purchase and offer a variety of training programs ranging from phone support to  on-site installation and maintenance programs.

Free  Tele-Installation:
We provide free technical support with the  installation of product during the first 30 days following your purchase.  We  want to make sure that you are able to put your purchase into operation and will  try our best to make sure that you are happy with your  purchase.

Complete Project Management:
We have deployed  videoconferencing solutions around the world for our clients in over 60  countries.  We have learned a lot in the process which allows you to rest assured  that we can handle your project as well.  From network design, to ISDN and IP  ordering, to equipment setup and maintenance to user training and on-going  technical support. We have the knowledge of products and markets, you define the  challenge, and together we will make your project a success, on-time and within  your budget.

How to contact us for technical support:
Call us  toll free at 1-888-222-5674 or 770-489-9380 (8AM to 6PM Eastern Time)
or send  an email to support@gisolutions.net

Existing  Equipment:
We offer service and support plans also for already existing  equipment. Call us for details.

Videoconferencing  white papers and reference information:
There have been a number of very  good articles and documents created about videoconferencing.  We have  consolidated what we believe are the best and most informative for you here in  this area.  You only need to click on each document listed to be able to view  it.  They are all in PDF format to protect you from viruses. If you need the  Adobe Acrobat Reader software, please click here. These  documents are all copyrighted by their original owners and writers.

Choosing the right  videoconferencing products and systems:

• Videoconferencing  Technologies - Basics of videoconferencing.   What it is and how it works.
• GIS /  Video Network Recommendations - A short discussion, talking about the pros  of various videoconferencing endpoints and their appropriate usage. 
• Wainhouse /  Building a business case for videoconferencing - An extensive discussion  about the benefits, costs and risks of videoconferencing over ISDN and IP networks.  Very in depth and complete.
• Polycom  / Justifying Videoconferencing over IP Networks - An excellent document that  discusses how to justify the upgrades required to run videoconferencing over IP  Networks or the Internet.

White  Papers:

• Trilliam / What is  H.323 - An in depth discussion about the H.323 (IP  Videoconferencing and  VoiP) standard.  Not for the faint at heart but very complete.
• Polycom / Promoting  videoconferencing -You’ve convinced your company to buy videoconferencing,  but now, to get the maximum benefits, you need to promote this new  communications capability within your company.  This document gives you ideas about how to better promote this new communications channel.

Videoconferencing Technology  Discussions

• GIS / IP  vs ISDN Networks - A Global Interactive Solutions document that helps you to  understand the various communication networks that are typically available to  videoconferencing. It includes advantages and disadvantages of each to be  considered when deciding the best solution for your deployment.
• Polycom / AES  Encryption - Privacy of communications is becoming more and more  important. This document gives a high level discussion about the latest  capabilities from one of the Vendors, Polycom.  All the vendors that we carry  support this encryption capability.
• Polycom  / Building Blocks for Voip and Video - A rather technical white paper  discussing the deployment concerns of Videoconferencing and Voip (they are, from  a technical standards standpoint, very similar). Some of the issues that are  addressed include security, network address translation and firewalls.
• Wainhouse /  Driving adoption of video in the Enterprise - A managers guide to marketing  and promoting the use of conferencing solutions with the enterprise.  Very  complete and up to date.
• Polycom /  Application Based QOS - A very technical document that discusses the  advantages (and disadvantages) of using Quality of Service to assure the best  possible video/audio quality when using IP (Ethernet) networks.
• Polycom / A cure  for audio clipping - A technical document that discusses the issues of audio  clipping. Written by the CTO/ Co-founder of Polycom Jeff Rodman.
• Polycom /  Unified Conferencing - A marketing discussion about what is Unified  Conferencing and what are it’s benefits.  If you need to be able to connect many  people into a single call using multiple levels of communications (telephone, IP  Video, ISDN video, Voip, etc) you should read this document.
• Polycom  / Preparing your network for Collaboration - This document covers network  considerations including check lists for ordering ISDN IP networks.  It also can help you check to see what you might have missed. This would be a great document  for every system you install.
• VCON /  Interactive Video on Enterprise Networks - An excellent document that talks  about all the issues that need to be considered when deploying interactive  videoconferencing into the enterprise.

Reference/Support  information, Network Ordering, ISDN Lines

• Tandberg  Introduction to ISDN - An excellent overview of what is ISDN Will help you  to understand it’s value and capabilities.  Includes a list of codes for  call termination.
• GIS / Ordering  ISDN BRI (2B+D) lines - A quick document to help you order ISDN BRI  (typically for 1-4 lines) for videoconferencing endpoints.
• GIS / Ordering ISDN  PRI (24B) lines - A quick document to help you order ISDN PRI (typically 24  channels) for videoconferencing.
• ISDN wiring -  Everything you ever wanted to know about ISDN but were afraid to ask. Includes  wiring standards for home and commercial ISDN installations.

IP  Network:

• GIS / IP  Firewall Ports used - An excellent reference document that lists all the  stand firewall ports that are used.  This document is of great help when  firewalls appear to be blocking calls.  Be sure to give this to your IT support  group.
• Radvision  / Traversing Firewalls - A very in depth discussion by Radvision talking  about their abilities to traverse through Firewalls and Network Address  Translations using IP (Ethernet) voice and video. 

V.35  Network:

• PictureTel / V.35  Cabling diagrams - An older PictureTel document that gives you the pin outs  for most of the V.35/RS449 cables that are using by Imuxs and videoconferencing  equipment.

System  Installation:

• GIS  / Pre-Installation Check List - A very good check list to use when getting  ready to install a video system.  This document helps by asking all the questions  that need to be asked to have a successful installation.

Tips and Troubleshooting:

• Extron Video  Hierarchy - Describes the differences (in pictures) between all the basic  video formats.
• Extron Video  Refresh Table - A very complete table of potential refresh rates.  Often used  when video mixing is required.

Room Design  Documents:

• GIS  /Audio Placement - A document that helps you to understand which  speakerphone is right for your installation.
• GIS Room  Color suggestions - A couple suggestions for room color when using  videoconferencing.
• ConferenceOutfitters.com  / Room infrastructure issues - A very complete document that touches on all  aspects of potential room issues including lighting, echo, ambient noise,  etc.  Excellent document (but rather technical) as a reference for getting the  very best out of your videoconferencing room.
• Bretford / Room Power  discussion - A rather complete discussion about power requirements and the  optimum ways to wire systems within a room.
• Bretford /  Videoconference Room Design - A fairly high level discussion on  Videoconferencing room design from a furniture manufacturer.  Lots of pictures  and very easy to understand.
• Bretford / Pocket Guide  to Training - A general discussion about the optimal training facility.
• PictureTel / Room design  document - An older PictureTel Room design document.  Talks in generalities  about room layout, lighting layout, etc.  Another good reference document.  Another good reference document.

• Glossary:

• GIS / Glossary - Glossary of frequently used terms in videoconferencing technology
• Videoconferencing Training: Video Training covering all aspects of  ISDN and IP based videoconferencing tailored to your specific needs.

Questions: E-mail us your questions! We are  happy to answer any of your questions. We want you to make an informed decision  and only provide you with products and services that meet your needs. We know  and understand the products that we sell and don't just move boxes. We strive to  answer all your emails within 24 hours whenever possible. We look forward to  hearing rom you! www.gisolutions.net  - Tel. 1-888-222-5674 or 770-489-9380.