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:
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Grotabyte’s product is failed to start
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Issue with product installation
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Archiving is stopped
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Search requests are failing
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Cannot export search results
Response (times are within the service hours listed in the service hours section):
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Support team would look at the ticket within 4 hours of ticket creation
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A plan of resolution is communicated within 8 hours
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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:
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Grotabyte’s product is up and running
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There are issues but there is a workaround
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Product is functioning but could be running slow
Response (times are within the service hours listed in the service hours section):
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Support team would look at the ticket within 24 hours of ticket creation
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A plan of resolution is communicated within 48 hours
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Once the root cause of the issue is identified an ETA will correspond with product release or software patch schedule
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Daily updates will be provided during service hours until the issue is resolved unless otherwise agreed
Priority 3: Medium/Low
Definition:
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Grotabyte’s product is up and running
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There are UI cosmetic issues
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Requesting a new feature or enhancement
Response (times are within the service hours listed in this document):
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Investigation begins within 48 hours
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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.