Q - What is the Safeguard Global Support Center (GSC)?
A - The Safeguard Global Support Center is a web-based query management tool that Safeguard Global has selected to manage its client, worker, and supplier queries.
Q - Who can access the GSC?
A - All current authorized contacts within your organization will be added to the GSC by the Safeguard Global team during onboarding. Remember that due to data security, data protection and audit requirements, all GEO client and worker contacts who need access to the system must be formally authorized by your company.
Q - How can I add, change or remove a contact?
A - Please notify your regular contact at Safeguard Global: Service Delivery Manager, Consultant or HR Services Manager. Safeguard Global will then review and action any necessary work.
Q - I cannot login to the Global Support Center. What can I do?
A - Please follow the below steps to gain access using your registered email address:
- Access using this link: geoservices.safeguardglobal.com/hc
- Click on Sign In in the upper-right.
- Click on Forgot my password in the pop-up window.
- A new pop-up window will open requesting your email address. Once you submit your email address, you will receive an email with instructions on how to set up your password.
Q - If I do not receive the password reset email, what can I do?
A - The password reset email should arrive from geoservices@safeguardglobal.com.
- Add geoservices@safeguardglobal.com to your Safe Sender list.
- Try the Forgot my password option again.
- Check your Junk folder.
- If it's not there, please send an email to gsc_login@safeguardglobal.com for assistance.
Q - How do I submit a new request?
A - Once logged into the GSC, please select Submit a Request on the top right of the page.
Q - Why is there no CC option on the request form?
A - Please refer to this link and article: Why is there no CC: email on a request form?
Q - How do I send a secure attachment to Safeguard Global?
A - You can add attachments securely to your requests from within the GSC. There is an option called Add file or drop files here at the bottom of the request submission form for adding attachments. Attachments can be added to existing tickets in the same way.
Q - How do I access secure attachments sent by Safeguard Global?
A - You will need to ensure that you are logged into the GSC. You can follow this link to learn how to access the portal.
When you receive a request update via email, there will be a URL link for any attachments sent, and this link will require you to login to the GSC (if you have not done so already) to view or download.
Learn more about messages when accessing secure attachments.
Q - How can I check the status of my request?
A - Within the portal, go to My Activities > Requests > My Requests and select the applicable request from the list. You will be able to view the history or make any required amendments.
Q - How can I monitor the status of requests made by others in my organization?
A - Within the portal, go to My Activities > Requests > Organization Requests. If you do not see this option to the right of the Requests I’m cc’d on, then you may request this enhanced access from your regular contact at Safeguard Global.
Q - How long do I have to reopen a solved request?
A - A request can be reopened up to 8 business days after the request is deemed solved. After this time, the request will be automatically closed. Please note that if you update a closed request, your query will still reach Safeguard Global, but a new request will be created.
Q - How do I know my requests are reaching the right person?
A - As you are sending request through the GSC, Safeguard Global can assure you that your request will be allocated to the correct person internally who is best placed to resolve your issue. You will receive regular updates to advise you of the status.
Q - Will invoices be sent using secure attachments?
A - Invoices will continue to be sent as physical attachments.
Q - How do I access my payslips and submit or approve absence and expense requests?
A - For the time being, these will remain outside of the GSC, and you will continue to follow your current process of utilizing Global Unity.