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 failed to start
An 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):
The 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
The product is functioning but could be running slow
Response (times are within the service hours listed in the service hours section):
The 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 the 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 ten days
License Key
Grotabyte’s product license key requests should be submitted 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, 7 am – 3 pm Central Time.