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.
|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|
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 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.
A Critical issue involves one or more of the following conditions:
A Severe issue involves one or more of the following conditions:
A Standard issue involves one or more of the following conditions:
A Minor issue involves one or more of the following conditions:
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).