Product Support Services Terms
How to request support, how issues are prioritized, and our service hours.
How to Request Support
All support communication regarding tickets or product issues should be sent to support@grotabyte.com, or you can open a ticket via Grotabyte’s support portal at support.grotabyte.com, or call (408) 735-1501, option 2.
History of tickets and communication is available at support.grotabyte.com.
When contacting support, please indicate the priority level, steps to reproduce the incident, and share any relevant logs and/or screenshots.
Prioritization Definition
Priority 1: Urgent
Definition:
- Grotabyte’s product failed to start
- Issue with product installation
- Archiving has stopped
- Search requests are failing
- Cannot export search results
Response (during service hours):
- Initial review within 4 hours of ticket creation
- Plan of resolution communicated within 8 hours
- Updates provided at agreed intervals until resolved or severity is downgraded
- Updates provided during service hours unless otherwise agreed
Priority 2: High
Definition:
- Product is up and running
- Issues exist, but there is a workaround
- Product is functioning but may be running slow
Response (during service hours):
- Initial review within 24 hours of ticket creation
- Plan of resolution communicated within 48 hours
- Once root cause is identified, an ETA aligns with the product release or patch schedule
- Daily updates provided during service hours until the issue is resolved (unless otherwise agreed)
Priority 3: Medium / Low
Definition:
- Product is up and running
- UI cosmetic issues
- New feature request or enhancement
Response (during service hours):
- Investigation begins within 48 hours
- Plan of resolution communicated within ten (10) days
License Key
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, 7:00 AM – 3:00 PM Central Time.