Loan Help & Support

Our software warranty and continuing support program assures that your revolving loan system will function and perform for your organization for many years to come.

GMS maintains a team of Service and Support Specialists to provide complete client support by telephone. Our Service and Support Specialists are former clients who have served in a Fiscal Officer capacity. Located in various parts of the United States, we are able to provide support and service to GMS clients in all time zones.

GMS places an exceptionally high priority on quality service. We maintain service histories on all clients and invest in-service training to keep our staff current with GMS products.

All GMS services are provided toll-free. Hours are 8:30 to 7:00 ET Monday through Thursday and 8:30 to 5:00 ET on Fridays. Service calls may be placed by requesting a Service Call, as well as by telephone, fax, or e-mail. GMS policy is to respond within 2 hours or earlier depending upon the circumstances.

There are two levels to our warranty and continuing support program.

All clients subscribe to a warranty and license which includes selected services. Our commitment is that your software continues to function and remains operationally current.

Here is what the basic warranty and license include:

• GMS is a single-user version, additional user licenses are available.
• Software updates and upgrades will be available to keep your software functionally current with the overall GMS Revolving Loan Servicing System.
• Help files are provided which contain instructional usage of the GMS system.
• News from GMS – our monthly newsletter emailed to clients and accessed in the Newsletter section.
• Toll-free access to the GMS Service and Support Team for assistance with software operation issues.
• Ability to attend the GMS Summit – Annual Financial Management Conference and specialized post-conference intensives and take advantage of our user registration fees.
• GMS Supplement Catalog and access to GMS Supplements and Enhancements.

Options are provided for continuing service – a full unlimited service program for loan and software operating assistance, or, a limited “pay as you use” assistance program.

To provide your staff unlimited support when the system is first implemented, all new users subscribe to our full-service program for the first year.

These support services are provided on a continuing basis:

• Assistance correcting user operating errors including diagnosis of problems, reconciling amounts, and posting assistance.
• Advice on all aspects of system operations including handling of specific transactions.
• Advice on hardware.
• Assistance to auditors in interpreting reports and functions performed in the GMS system.
• Access to GMS knowledge and experience about loan management, accounting, nonprofit financial management, federal assistance regulations and accounting and audit standards.
• General “problem solving” support which might apply to any aspect of system operation.