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Wednesday, February 22, 2012

Technical Support Services from Gray Matter Systems

Complex business environments have complex support needs. We are dedicated to ensuring your success. Gray Matter Systems has a team of highly skilled, experienced, and certified support professionals solving mission critical issues every day.

Support Contacts:

Submit a support case online at: eservice.ge-ip.com
Note: GlobalCare Contract required.
Download GEIP Support Case Management Procedures

USA - Certified Support Porvider

Online: http://eservice.ge-ip.com

Phone: 412-741-2410 x 19

Backup Numbers: 905-814-9935 x 223 (Backup), 1-800-433-2682

Email: John Lawrence ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it. )

Canada - Certified Support Porvider

Online: http://eservice.ge-ip.com

Phone: 905-814-9935 x 223

Backup Numbers: 412-741-2410 x 19 (Backup), 1-800-433-2682

Email: Naeem Ismat ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it. )

Support Resources

  1. Try the GEIP Online Knowledge Base, You will find a wealth of information right at your fingertips to enable you to fix your issues and also to create the most powerful applications using GEIP Automation products.
  2. Don't have a support contract to access the support site? Contact to to our Sales & they will be happy to give you a iGlobalCare contract and your Login information.
  3. Email/Web Support - Send us an Email. Please include your iGC Support Number & Phone Number, along with a Problem Description.
  4. Phone Support - Give us a call. A GlobalCare contract may be required to receive support.

Useful Links & Downloads (GE Fanuc Prodcuts)

Other Useful Links & Downloads

Contact Us!

Gray Matter Systems would love to hear from you.

This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

Frequently Asked Questions

What Information Required to Open a Case?

  1. Company Name
  2. Contact Name
  3. Phone Number
  4. GlobalCare Customer Service Number
  5. Email Address

If you are an OEM or SI, the following information is needed:

  1. End User Name, if applicable
  2. End User Phone Number
  3. End User GlobalCare Customer Service Number

Additionally, please supply:

  1. Any open case number that you may have with GEIP Support
  2. Software Name, Version number, and any SIMS installed
  3. The exact error message that you are receiving
  4. Please identify the procedure to duplicate the error

Can I contact support for Application Development?

Please note that GMS Technical Support is here to assist in any errors or design issues in products/best practices that you may have. As a rule, Technical Support will not assist in development, application engineering, or training. GEIP and Gray Matter Systems both offer Software Training as well as Application Development Services, to assure that you or your customer achieves the best functioning system possible.

I don't have valid Global Care contract. Can I get support?

Customers with GC contracts receive Priority Support. GMS Support reply all emails and calls but it depends on our current support load.