Application Support

Regardless of implementation model, the GRAX Support team provides application-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 reponse to customer issues will be sent within the applicable SLA timeframe. 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 thru Friday (9-5 EST).

Users can submit cases over the in-app support form or via email. GRAX will use commercially reasonable efforts to promptly respond to and resolve each case. Actual resolution time will depend 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

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 will also assist you throughout the lifetime of your GRAX contract to ensure you remain up to date with latest releases. This means they will help update both the GRAX Managed Package in Salesforce as well as the GRAX backend if so allowed/requested/needed. They will also contact you occasionally about deprecations, best practices, and/or known issues.

Unsupported Requests

Whether you are installed on the standard GRAX AWS Marketplace templates or custom built your own GRAX infrastructure, GRAX will not 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 are not the responsibility of GRAX.

If a support ticket is submitted and the issue is decidedly outside the GRAX application itself, GRAX support will relay the necessary information. At this point, it is your team's responsibility to resolve the underlying infrastructure issues.

Escalation Matrix

Standard Support Response Times & Availability

SeverityPriorityFirst Response
1Critical Production Issues4 Business Hours
2Non-Critical Production Issues12 Business Hours
3Questions or Non-Production Issues24 Business Hours

Standard Support requests received after business hours (9-5 EST) will be addressed the following business day

Definitions

SeverityPriorityDefinition
1Critical Production IssuesA 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.
2Non-Critical Production IssuesProduction issues that do not affect general business operations. Issue is in a production org.
3Questions or Non-Production IssuesGeneral questions, non-production issues and/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 timeframe.
  • Resolution: Actual resolution time will depend 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 does not 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 will take all commercially reasonable measures to correct data affected by production issues.

Workaround Technique (Sev 1)

If possible, GRAX will provide reasonable alternative methods of operation until issues are resolved.

Non-Critical Production Issue (Sev 2)

Production issues that do not impede critical processes.

  • Response times: requires email ticket - response time based upon email receipt
  • Resolution time: Actual resolution time will depend 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 will take all commercially reasonable measures to correct data affected by production issues.

Workaround Technique (Sev 2)

If possible, GRAX will provide reasonable alternative methods of operation until issues are resolved.

Non-Production Issue / Question (Sev 3)

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

  • Response time: requires email ticket - response time based upon email receipt
  • Resolution time: Actual resolution time will depend 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 will provide reasonable alternative methods of operation until issues are resolved.

Additional Information

Assistance

GRAX must be able to reproduce errors in order 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, subject to Customer's approval on a case-by-case basis, Customers may be asked to provide remote access to their application 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 is not responsible for any outage to the extent resulting from the following, which would all therefore 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 of published guidelines.
  • (C) Force Majeure events.
  • (D) Other outages due to inability of the user to access the internet and/or Supplier website, where inability to access the website is not the result of a failure by Supplier or its website.
  • (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 will be notified within a commercially reasonable timeframe of a system outage or failure.
  • (B) Compromised Data: Customer will be notified within 72 hrs upon determination of an actual security breach or if Customer’s data has been compromised.
  • (C) System Change: System changes will be 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 will be available for any questions or concerns. If there is a new feature or UI/UX component change, training will be provided through live tutorials or documentation.

Monitoring

GRAX shall utilize 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 that such tools and procedures are sufficient to enable GRAX to comply with the above provisions.

System availability

GRAX will use 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 is not responsible for any issues resulting from those systems not being available.

Credits

GRAX will not provide credits or off-sets. GRAX shall rectify any defect within a commercially reasonable period of time.