Grotabyte Product Support Services Terms

Updated Sep 9, 2020

How to Request Support Service


All support communication regarding tickets or product issues should be sent to support@grotabyte.com or open a ticket via Grotabyte’s support portal at support.grotabyte.com or call (408) 735-1501, option 2. History of tickets and communication would be available at support.grotabyte.com.

 

Please indicate the priority level when contacting and steps to reproduce the incident. Share any logs and/or screenshots.

Any of the information we collect from you may be used in one of the following ways:
 

Prioritization Definition

 

Priority 1: Urgent

 

Definition:

  • Grotabyte’s product is failed to start

  • Issue with product installation

  • Archiving is stopped

  • Search requests are failing

  • Cannot export search results

 

Response (times are within the service hours listed in the service hours section):

  • Support team would look at the ticket within 4 hours of ticket creation

  • A plan of resolution is communicated within 8 hours

  • Updates are provided upon agreed time intervals hours until the issue is resolved, or the severity is downgraded. Updates will be provided during service hours unless otherwise agreed

 

Priority 2: High

 

Definition:

  • Grotabyte’s product is up and running

  • There are issues but there is a workaround

  • Product is functioning but could be running slow

 

Response (times are within the service hours listed in the service hours section):

  • Support team would look at the ticket within 24 hours of ticket creation

  • A plan of resolution is communicated within 48 hours

  • Once the root cause of the issue is identified an ETA will correspond with product release or software patch schedule

  • Daily updates will be provided during service hours until the issue is resolved unless otherwise agreed


Priority 3: Medium/Low

 

Definition:

  • Grotabyte’s product is up and running

  • There are UI cosmetic issues

  • Requesting a new feature or enhancement

Response (times are within the service hours listed in this document):

  • Investigation begins within 48 hours

  • A plan of resolution is communicated within 10 days

 

 

License Key

 

Grotabyte’s product license key requests should be submitted either via the support portal support.grotabyte.com or via email to support@grotabyte.com.

 

Requests will be processed within 24 hours.

 

Service Hours

 

Monday to Friday 7am – 3pm Pacific Time.