Grotabyte - How to Request for Support Service
All support communication regarding tickets or product issues should be sent to support@grotabyte.com or open a ticket via Grotabyte’s support portal at support.grotabyte.com or call (408) 735-1501, option 2. History of tickets and communication would be available at support.grotabyte.com.
Please indicate the priority level when contacting and steps to reproduce the incident. Share any logs and/or screenshots. Any of the information we collect from you may be used in one of the following ways:
Prioritization Definition
Priority 1: Urgent
Definition:
  • Grotabyte’s product failed to start
  • An issue with product installation
  • Archiving is stopped
  • Search requests are failing
  • Cannot export search results
Response (times are within the service hours listed in the service hours section):
  • The support team would look at the ticket within 4 hours of ticket creation
  • A plan of resolution is communicated within 8 hours Updates are provided upon agreed time intervals hours until the issue is resolved or the severity is downgraded.
  • Updates will be provided during service hours unless otherwise agreed.
Priority 2: High
Definition:
  • Grotabyte’s product is up and running
  • There are issues, but there is a workaround
  • The product is functioning but could be running slow
Response (times are within the service hours listed in the service hours section):
  • The support team would look at the ticket within 24 hours of ticket creation
  • A plan of resolution is communicated within 48 hours
  • Once the root cause of the issue is identified, an ETA will correspond with the product release or software patch schedule
  • Daily updates will be provided during service hours until the issue is resolved unless otherwise agreed
Priority 3: Medium/Low
Definition:
  • Grotabyte’s product is up and running
  • There are UI cosmetic issues
  • Requesting a new feature or enhancement

Response (times are within the service hours listed in this document):
  • Investigation begins within 48 hours
  • A plan of resolution is communicated within ten days
License Key
Grotabyte’s product license key requests should be submitted via the support portal support.grotabyte.com or via email to support@grotabyte.com.
Requests will be processed within 24 hours.
Service Hours
Monday to Friday, 7 am – 3 pm Central Time.
Contact Us
Get in touch with us to learn more about our solutions or to request a demo.
Phone
Call us at 408-735-1501 to speak to a representative directly.
Email
Send your questions via email at info@grotabyte.com, and we'll reply shortly.
Location
Please find us at 13785 Research Blvd Suite 125, Austin, TX 78750, USA.