GRAX Support

GRAX provides customer support for our software solution. Standard support is included in the software licensing fees associated.

GRAX will provide email and in-app support response 24 hours per day on non-holiday weekdays. Email and in-app questions can be submitted through the Help tab in the GRAX Application or by emailing [email protected] Responses are provided as best effort, over a 24 hour period with initial response occurring within one business day of initial receipt of submission.

GRAX Standard Support Guidelines

  • 24x5 support during non-holiday business days (US holidays)
  • Explore detailed documentation through here
  • Help Ticket: Create a ticket through the Help tab within your GRAX
    application
  • Email – [email protected]

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Support requests received after business hours will be addressed the following day

GRAX Priority Support

  • GRAX Engineers are on call based on the above hours
  • A ticket can be created and a member of the GRAX team will respond within the time period of the escalation hours listed below

Simply navigate to the Help tab, fill in your information and click Submit

Escalation Matrix: Categories and Definitions

Severity

Definitions

First Response

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

4 Hours

Non-Critical Production Issue

Production issues that do not affect general business operations

12 Hours

Non-Production Issue / Question

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

24 Hours

All Critical Production issues will be escalated to be reviewed as the highest priority.

Other ways to get help