Packages

Discover our customized service packages for your IT needs. Select a package to learn more about our specific offerings and how we can support your business..

Discover Our Services

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  • Provision of first-level helpdesk support for questions regarding the use of the Windows operating system and Office applications.
  • Provision of first-level helpdesk support for questions regarding standard applications such as Adobe Reader, PDF-Creator, ZIP programs, DVD/Blu-ray players, etc.
  • Provision of first-level helpdesk support for questions regarding storage options such as USB sticks, external drives (DVD burners, mobile hard drives), and cloud storage like OneDrive, etc.
  • Provision of first-level helpdesk support for questions about network connectivity, including issues with network login and access to server-based drives, etc.
  • Provision of first-level helpdesk support for integrating new hardware (workstations, laptops, and peripheral devices) as far as this can be done remotely. This service does not include deployment to desk.
  • Provision of first-level helpdesk support for issues with peripheral devices such as printers, scanners, webcams, headsets, etc. These services are limited to problem analysis. If the issue cannot be resolved through standard procedures, the user will be referred to the manufacturer.
  • Provision of second-level helpdesk support for questions regarding the use of the Windows operating system and Office applications, including direct support requests through MICROSOFT support channels.
  • Provision of second-level helpdesk support for questions regarding standard applications such as Adobe Reader, PDF-Creator, ZIP programs, DVD/Blu-ray players, etc., including direct support requests through the respective manufacturers’ support channels.
  • Provision of second-level helpdesk support for questions regarding storage options such as USB sticks, external drives (DVD burners, mobile hard drives), and cloud storage like OneDrive, including direct support requests through the respective manufacturers’ support channels.
  • Provision of second-level helpdesk support for questions regarding network connectivity, including issues with network login and access to server-based drives. Physical network connections, such as patch cables or network switches, are also checked (complete network documentation is required). This includes issues with integrating new hardware (workstations, laptops, and peripheral devices) if they are related to network problems. This service does not include deployment to desk.
  • Provision of second-level helpdesk support for issues with peripheral devices such as printers, scanners, webcams, headsets, etc., including direct support requests through the respective manufacturers’ support channels.
  • Monitoring and updating security-relevant workstation software packages, such as antivirus solutions, VPN access, and other software packages that require regular updates. For paid updates, prior notification will be given, and the customer’s approval will be obtained.
  • Windows workstation update management via MICROSOFT WSUS server. Monitoring and control of the update process and the functionality of the WSUS server, including disk space monitoring, etc.
  • Review and implementation of Windows workstation settings as specified by the customer. This includes GPO policies (provided by the customer) and standard customer security requirements, such as using the Windows Firewall or Windows Defender.
  • Management of workstation license handling. This includes the management of MICROSOFT Azure, S/Exchange, and O/365 tenants, as well as periodically recurring software packages such as antivirus software, ADOBE products, and other utilized software tools. The customer will be informed in advance about renewals/changes of individual packages, and renewals/changes will be carried out after approval. The customer bears the costs of any licenses incurred.
  • Handling of service measures for peripheral devices such as printers, etc. This includes checking service intervals and providing maintenance kits at an additional cost. Replacement can be carried out by GELICOM technicians for a fee. This service does not cover devices acquired and operated under a separate contract by the customer.
  • Monitoring and updating security-relevant server software packages, such as antivirus solutions, VPN access, and other software packages that require regular updates. For paid updates, prior notification will be given, and the customer’s approval will be obtained.
  • Review and implementation of Windows server settings as specified by the customer. This includes GPO policies (provided by the customer) and standard customer security requirements, such as using the Windows Firewall or Windows Defender.
  • Windows server update management via GELICOM Patch Day. Every 45 business days, a scheduled downtime is defined during which all relevant server updates are applied, and the servers are restarted.
  • Proactive monitoring of server health statuses. This includes hardware issues, disk space issues, peak-out scenarios due to faulty or insufficient hardware resources, as well as checking virtualization software and corresponding virtual instances. Appropriate care-pack coverage for bare-metal hardware is required. GELICOM does not provide hardware but can procure, deliver, and replace necessary hardware for a fee based on the issue.
  • Monitoring and updating of peripheral devices such as switches, firewalls, etc. This includes update management as provided by suppliers and license management. GELICOM cannot rule out short downtimes for the affected systems. Paid extensions of service packages will be applied after customer approval.
  • Monitoring and management of network settings. This includes network configuration (V-LAN settings and implementation) and firewall rule management. Both are implemented and maintained according to customer specifications. VPN access to the customer network must be authorized by the customer in writing.
  • Monitoring and control of backups (on-premises or cloud-based). This includes daily checks to ensure that backup tasks have started and completed. Should any issues arise, GELICOM will inform the customer promptly and propose a solution. GELICOM conducts a restore test every 180 days. GELICOM is not responsible for the customer’s data but only oversees the physical process.
  • Handling of service requests related to utilized PMS/POS systems.
  • For these systems, standard requests such as creating users, booking codes, configuration settings, printer setups, etc., can be handled directly by the helpdesk. Any issues that arise are addressed directly by the helpdesk with the support of each software provider and followed through to resolution.
  • Handling of service requests related to the utilized interface systems. This involves ensuring that all interfaces function correctly. In the event of a malfunction, the helpdesk will use standard procedures to check if functionality can be restored. If issues persist, the helpdesk will address this directly with the support of each software provider and follow through to resolution.
  • Handling of service requests related to utilized third-party systems (revenue management systems, channel management systems, digital guest journey, etc.). This involves ensuring that the systems in use are functioning correctly. In the event of a malfunction, the helpdesk will use standard procedures to check if functionality can be restored. If issues persist, the helpdesk will address this directly with the support of each software provider and follow through to resolution. Appropriate support contracts with each provider are required.
  • Review and support of existing third-party systems. These include, among others, systems from:
  • KeyCard
  • Wi-Fi
  • TV System
  • Telecommunication System
  • Data
  • CCTV
  • Hardware
  • If issues arise with any of these systems, a report can be submitted to our helpdesk. The team will specify the problem with the customer and coordinate with the system provider. Necessary appointments, required hardware or software (including software updates), are coordinated between the provider and the customer and carried out. GELICOM can act as a hardware supplier and provide the necessary components for a fee. If the provider incurs costs, these must be borne by the customer. An appropriate service contract should exist between the provider and the customer, and a copy should be available to our helpdesk. The helpdesk will oversee the process until completion and resolution of the issue.

  • In the event that GELICOM is the supplier of the system, problem resolution will be handled internally according to the above process. Required hardware will be procured and charged by GELICOM if it is not covered under warranty. If the system is connected to a customer-provided system, GELICOM’s responsibility ends here, and the above process for third-party systems takes effect.

     
     
  • Management of hotel IT infrastructure. This includes inventorying all hardware and software, monitoring warranty periods, overseeing the life cycles of deployed systems according to customer specifications, and tracking end-of-life/end-of-support times for the hardware and software in use.
  • Management of hotel IT investment planning (5-year plan). Based on collected information, GELICOM takes over the planning for new or replacement hardware and software, coordinating with the customer. GELICOM creates tasks and proposals, and prepares everything for the approval process. In the event of a positive decision, it coordinates the necessary work.
  • Coordination of deployed software solutions between manufacturer and brand. GELICOM informs the customer about required software updates as mandated by the brand, obtains the necessary quotes, and coordinates their implementation.
  • Coordination of deployed hardware or system solutions between manufacturer and brand. GELICOM informs the customer about required hardware or system updates as mandated by the brand, obtains the necessary quotes, and coordinates their implementation.
  • Onboarding new employees. GELICOM provides online training to enable new employees to work with the customer’s systems promptly. After completing the training, the employee receives a certificate documenting this achievement.
  • GELICOM works with the customer to develop emergency plans to operate effectively in the event of a system outage. These plans are tested every 180 days, unannounced and coordinated with the customer, in a live environment. The results are discussed with the customer to improve processes.
  • GELICOM collaborates with the customer and the brand to create checklists for compliance with brand standards and conducts independent, unannounced checks at customer locations. The results are reviewed, and corresponding action plans are developed.
  • GELICOM visits the customer at regular intervals to perform all necessary on-site work. Visits can occur at one of three frequencies: monthly, every two months, or every three months.
  • The on-site working time depends on the number of hotel rooms, ranging between 4 and 8 hours.
  • Travel is included for the service visit.
  • The customer provides meals and accommodation for the technician at no additional cost.
  • Provision of digital concierge services.
  • Assumption of reception services such as check‑in, key‑card creation and handling, and support in using operator‑side apps, etc.
  • The client grants unrestricted access to all systems covered by the service (PMS/POS, key‑card, payment, app, etc.).
  • The contractor provides a phone number through which guests can connect directly with the digital concierge and be guided remotely through the check‑in process to their room (camera surveillance of the entire property is assumed).
  • This service can be booked for specific time windows up to all out‑of‑office hours.
  • Issues not related to the operational process (e.g., a defective door lock or network outage) and that cannot be solved remotely are excluded; in such cases the contractor informs the client.
  • All services are provided remotely only; no on‑site deployment.
  • All calls are recorded and logged.
  • Camera surveillance of the entire property, including guest‑room corridors, is desirable.
The packages represent consulting contracts for the support of existing or new IT systems and have a minimum term of 12 months.
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