Support Priority and Response Times

The speed of our support team's response time depends on the priority level you select when you submit your ticket. Your ticket priority level can be changed by GrammaTech support to be higher or lower based on how an issue impacts your business.

Note: In cases where support is purchased through a GrammaTech-authorized reseller, the reseller will provide technical support to the customer as defined in their own separate agreement.

Note: If you have purchased Premium Support then the response times will differ from Standard Support.

Response Times

Impact 

Standard Response Times 

Premium Response Times 

Follow-up 

P1 (Urgent)

1 day 

2 hours 

Ongoing assistance until resolution 

P2 (High)

1 day 

2 hours 

Ongoing assistance until resolution 

P3 (Normal)

2 days 

1 day 

If, in GrammaTech’s sole determination, a workaround or other developer solution is appropriate and feasible utilizing reasonable efforts 

P4 (Low)

3 days 

2 days 

No follow-up defined 

 

Business Hours

Standard support services via electronic mail or via the support portal are between the hours of 9:00 AM and 6:00 PM, U.S. Eastern time, Monday through Friday excluding US public holidays.

Issue Priority 

Incident priority for a defect is determined using the guidelines below. When logging a ticket via the support portal the priority is classified as defined in brackets below.

Priority Definition

P1 (Urgent)

Any issue that causes the Software to be nonfunctional 

P2 (High)

Any issue that causes a significant or ongoing interruption of use of critical functions with no acceptable work-around available, as determined jointly by the GrammaTech and Customer 

P3 (Normal)

Any issue that causes limited interruptions of use of a non-critical function as determined jointly by the GrammaTech and Customer 

P4 (Low)

Any issue that does not significantly impede work or progress, a general question or issue 

 

You can set the priority of a ticket when submitting via the support portal which will require you to login with a registered account. However, GrammaTech reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Re-classifications are almost exclusively used in situations where a ticket is submitted as Urgent, usually a non-production setup issue, or how-to question.

GrammaTech support may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, it will default to standard (normal).

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