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.