Friends and Family Information

Convenient Account Management

GTL’s friend and family web portal, connectnetwork.com, is designed for friends and family members to set up and manage prepaid accounts for phone and any other GTL-provided services which may be available at each facility.

Account Management via ConnectNetwork.com

ConnectNetwork.com

Answers to frequently asked questions about available products and services at each facility, different deposit account types, and how to make deposits using cash and credit/debit cards is available by clicking the “HELP” link on the upper right of any page on connectnetwork.com. Information about how to contact customer service is available by clicking the “CONTACT US” link on the upper right of each connectnetwork.com page.

Customer Service Information

We now offer the ability to submit your customer service request online. To begin the process, please select the category below that pertains to your issue. Please provide as much detail as possible to help assist our Customer Service Representative investigate your request. If your request does not fall into one of the three categories below, please submit your request via the General Inquiry Contact Form

The quality of telephone calls to wireless devices and cordless phones that receive voice transmission via radio frequencies as opposed to over wires or cables may vary based on, among other things, a person’s movement, tower location and signal strength at any given point in a call. Accordingly, the quality and integrity of calls to cell phones and cordless phones cannot be guaranteed and dropped calls to cell phones will not be routinely refunded. Complaints concerning dropped calls and call quality from inmate facilities are investigated at the call origination point for the purpose of ascertaining whether an issue exists with the telephone equipment from which the call is placed.

Friends and Family

By Garth Johnson, Senior Vice President, Operations, GTL

At Global Tel*Link, we constantly strive to improve our hardware and software to provide the highest quality service possible. This includes supplying patches and software updates through our existing wired systems and replacing hardware to keep pace with advances in technology. We also ensure that all of the data from our operations is safely and efficiently handled.

Over the last few years, GTL systems have processed an ever-increasing amount of digital data traffic. Against the backdrop of data breaches and serious power outages that have plagued some of our competitors, we recognize that properly managing and securing data is of paramount importance in today’s inmate communication services marketplace.

As a continuation of GTL’s lasting commitment to ensure the security of our customers’ data, we recently invested $1 million in data center upgrades that augmented our security protocols and provided increased processing capacity. These improvements – which began in early 2015 and were completed in January 2016 – ensure that all of our systems operate at peak efficiency, minimize risks to data in transit and at rest, and reduce the likelihood of unplanned service disruptions.

The high-level summary of recently completed data center upgrades is as follows:

• expanded the amount of floor space to accommodate new equipment
• added more cooling equipment to support the additional data processing hardware
• upgraded the power distribution system to ensure that we have the capacity to process our customers’ ever increasing traffic volumes
• extended the lease of the data center to lock in our commitment

This expanded capacity increases the redundancy of our systems and minimizes the impact of a system failure. The improved redundancy also allows us to conduct low-impact/no-impact system upgrades and maintenance actions in the future.

To ensure that we minimized any inconvenience resulting from the short service interruption that was required to get the new support systems online, we scheduled the work for off-peak hours (midnight Saturday to 9:00am Sunday) so that customers experienced little or no impact from the brief outage. Knowing that any scheduled disruption no matter how brief could have some small effect on jail and prison operations, we sent each customer a written notification a few weeks before the planned downtime.

System performance, service continuity, and data security are just some of the hallmarks of our data center operations, and we believe that the recent upgrades demonstrate our commitment to provide our customers with the highest quality of service in the market.

For more information on GTL or any of its products, contact a company representative today.