Support
Regardless of deployment model, the GRAX Support team provides app-level support to all customers as part of their contract. This support is intended to resolve product failures, close knowledge gaps, and ensure your success as you adopt the product. Support SLAs depend on the severity of the reported issue. A first response to customer issues is sent within the applicable SLA time frame. In this context, a “First Response” means an acknowledgment to the customer that the support request has been received by the support team.
Support availability is during non-US holiday business hours, Monday through Friday (9 AM - 6 PM EST).
Users can submit cases over the in-app support form or via email. GRAX uses commercially reasonable efforts to respond to and resolve each case. Actual resolution time depends on the nature of the case and the resolution. A resolution may consist of a fix, workaround, or other solution in GRAX's reasonable determination.
How to Get Help
- Explore our detailed documentation, including our Troubleshooting article
- Create a ticket in the
Get Supporttab within GRAX - Email GRAX Support
Supported Requests
- Repeated backup failures
- Archive failures
- Restore failures
- Data discrepancies
- Questions about new features
- Issues managing permissions
- Application outage troubleshooting
- Contractual clarifications
The GRAX Support team also assists you throughout the lifetime of your GRAX contract to ensure you remain up to date with latest releases. This means they help update both the GRAX Managed Package in Salesforce as well as the GRAX backend if so allowed/requested/needed. They also contact you occasionally about deprecations, best practices, or known issues.
Unsupported Requests
Whether you are installed on the standard GRAX AWS Marketplace templates or custom built your own GRAX infrastructure, GRAX won't support any of the infrastructure components directly. Network failures, domain registration lapses, storage capacity issues, component failures, and improper configuration of the compute resources which prevent software operation aren't the responsibility of GRAX.
If a support ticket is submitted and the issue is decidedly outside the GRAX Application itself, GRAX support relays the necessary information. At this point, it's your team's responsibility to resolve the underlying infrastructure issues.
Support SLA
Standard Support Response Times & Availability
| Severity | Priority | First Response | Availability |
|---|---|---|---|
| 1 | Critical Production Issues | 4 Business Hours | 9 AM - 6 PM EST, US Business Days |
| 2 | Non-Critical Production Issues | 12 Business Hours | 9 AM - 6 PM EST, US Business Days |
| 3 | Questions or Non-Production Issues | 24 Business Hours | 9 AM - 6 PM EST, US Business Days |
Access to Technical Support during 9-6 EST, US Business Days (excluding company holidays)
Standard Support requests received after business hours (9-6 EST) are addressed the following business day
Premium Support Response Times & Availability
| Severity | Priority | First Response | Availability |
|---|---|---|---|
| 1 | Critical Production Issues | 2 Calendar Hours | 24/7 365 days a year |
| 2 | Non-Critical Production Issues | 6 Calendar Hours | 24/7 365 days a year |
| 3 | Questions or Non-Production Issues | 12 Calendar Hours | 24/7 365 days a year |
**Access to Technical Support 24 hours a day, 7 days a week, 365 days a year
Priority Definitions
| Severity | Priority | Definition |
|---|---|---|
| 1 | Critical Production Issues | A business-stopping emergency caused by a complete loss of GRAX service or major feature degradation, resulting in a mission-critical production failure. Issue is in a production org. |
| 2 | Non-Critical Production Issues | Production issues that don't affect general business operations. Issue is in a production org. |
| 3 | Questions or Non-Production Issues | General questions, non-production issues, or support requests. Issue is in a sandbox. |
Issue resolution standards
Critical Production Issue (Sev 1)
A business-stopping emergency caused by a complete loss of GRAX service or major feature degradation, resulting in a mission-critical production failure.
- Response time: Requires email ticket - response time based upon email receipt; however, GRAX team can provide troubleshooting via bridge assistance no sooner than the stated minimum response time frame.
- Resolution: Actual resolution time depends on the nature of the case and the resolution. A resolution may consist of a fix, workaround, software update, or other solution in GRAX's reasonable determination.
Root Cause Analysis (Sev 1)
GRAX doesn't commit to the completion of a root cause analysis (RCA) sooner than 15 days after a given incident or sooner than 7 days after one is requested.
Data Correction (Sev 1)
If possible, GRAX takes all commercially reasonable measures to correct data affected by production issues.
Workaround Technique (Sev 1)
If possible, GRAX provides reasonable alternative methods of operation until issues are resolved.
Non-Critical Production Issue (Sev 2)
Production issues that don't impede critical processes.
- Response times: requires email ticket - response time based upon email receipt
- Resolution time: Actual resolution time depends on the nature of the case and the resolution. A resolution may consist of a fix, workaround, software update, or other solution in GRAX's reasonable determination.
Data Correction (Sev 2)
If possible, GRAX takes all commercially reasonable measures to correct data affected by production issues.
Workaround Technique (Sev 2)
If possible, GRAX provides reasonable alternative methods of operation until issues are resolved.
Non-Production Issue / Question (Sev 3)
General questions, non-production issues, or support requests.
- Response time: requires email ticket - response time based upon email receipt
- Resolution time: Actual resolution time depends on the nature of the case and the resolution. A resolution may consist of a fix, workaround, software update, or other solution in GRAX's reasonable determination.
Workaround Technique (Sev 3)
If possible, GRAX provides reasonable alternative methods of operation until issues are resolved.
Additional Information
Assistance
GRAX must be able to reproduce errors to resolve them. Customer agrees to assist and work closely with GRAX to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, depending on Customer's approval on a case-by-case basis, Customers may be asked to provide remote access to their app environment.
Language
Support is available only in English.
Exclusions
Assistance with other AppExchange applications (installs/uninstalls/customization).
Assistance with non-GRAX products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems.
Assistance with installation or configuration of hardware including computers, hard drives, networks, or printers.
Assistance with the implementation or system administration of Salesforce.com, permission and access policies, data manipulation (de-duping, merging, cleansing), Visualforce, and custom Apex code.
GRAX isn't responsible for any outage to the extent resulting from the following which would not be included in the calculation of the “Qualifying Outage Minutes”:
- (A) Periods of Scheduled Downtime.
- (B) Outage due to system administration, commands, file transfers performed by the Customer outside published guidelines.
- (C) Force Majeure events.
- (D) Other outages due to inability of the user to access the internet or Supplier site, where inability to access the site isn't the result of a failure by Supplier or its site.
- (E) Outages due to instability or unavailability of Customer-provided infrastructure.
- (F) Outages due to changes in Customer-owned infrastructure that have a direct impact on GRAX products.
Notification and Reporting Standards
Formal Problem Response Communication
- (A) System Outage: Customer is notified within a commercially reasonable time frame of a system outage or failure.
- (B) Compromised Data: Customer is notified within 72 hrs upon determination of an actual security breach or if Customer’s data has been compromised.
- (C) System Change: System changes are made available to the Customer on the GRAX Documentation hub within seven (7) business days of the release of the revised system.
Maintenance
GRAX maintenance includes product upgrades and updates as needed. During the upgrade/update process GRAX Technical Support is available for any questions or concerns. If there is a new feature or UI/UX component change, training is provided through live demos or documentation.
Monitoring
GRAX shall use such measurement and monitoring tools and procedures as are required to properly measure and report performance of the Cloud Services against the applicable Service Levels. GRAX may use its reasonable discretion in selecting the tools and procedures used in measuring and monitoring performance, provided such tools and procedures sufficiently enable GRAX's compliance with the above.
System availability
GRAX uses commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week, except for: (a) planned downtime (of which GRAX shall give advance electronic notice as provided in the Documentation), and (b) any unavailability caused by circumstances beyond our reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving our employees), internet service provider failure or delay, Non-GRAX Application, or denial of service attack. GRAX is dependent on AWS and Salesforce.com system availability and isn't responsible for any issues resulting from those systems not being available.
Credits
GRAX won't provide credits or off-sets. GRAX shall rectify any defect within a commercially reasonable period.
Updated about 21 hours ago