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’s 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.

Response Times

Priority Initial Response Times Followup
Critical (Urgent) Initial response within one (1) business day Ongoing assistance until resolution; e.g., patch or workaround delivered
Severe (High) Initial response within one (1) business day Ongoing assistance until resolution; e.g., patch or workaround delivered
Standard (Normal) Initial response within two (2) business days If, in GrammaTech’s sole determination, a workaround or other developer based solution is appropriate and feasible utilizing reasonable efforts
Minor (Low) Initial response within three (3) business days, No updates No target

 

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.

Incident 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
Critical (Urgent)

A Critical issue involves one or more of the following conditions:

  • Data loss or corruption
  • Loss of operations
  • 'Work stop' situation for customer
  • Grave impact to business operations
  • No immediate fix or workaround available
Severe (High)

A Severe issue involves one or more of the following conditions:

  • Loss of major functionality in Software
  • Work is severely impacted, but can continue
  • Software crashes, but can be restarted
  • Business operations continue but are significantly impacted
  • Loss of data or data corruption that is reversible
  • Typically no workaround available
Standard (Normal)

A Standard issue involves one or more of the following conditions:

  • Problem encountered, but systems are operational and development continues
  • Software issues an error message, but can be reset
  • Business operations continue with minimal impact
  • Significant error in documentation, or feature documentation missing
  • May have reasonable workaround available
Minor (Low)

A Minor issue involves one or more of the following conditions:

  • Minor documentation error, or feature documentation needs updating
  • No significant loss of functionality in product
  • Business operations are minimally affected
  • No data loss or corruption
  • Cosmetic or nuisance issues

 

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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