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Customer Support

Access to GRAX technical support is provided via email and in-app web form with agent responses from 9am – 5pm EST US business days (excluding company holidays).

Priority Levels and Responses SLO

Severity 1

Critical production issue

A business-stopping emergency caused by a complete loss of GRAX service or major feature degradation, resulting in a mission-critical production failure

Standard
Initial response time

4 hours

Premium
Initial response time

2 hours

Severity 2

Non-critical production issue

Production issues that do not affect general business operations

Standard
Initial response time

12 hours

Premium
Initial response time

6 hours

Severity 3

Non-production issue

General questions, non-production issues and/or support requests

Standard
Initial response time

24 hours

Premium
Initial response time

12 hours

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