While we continuously strive to make your IT experience as transparent and non-disruptive as possible, questions, issues and problems are a necessary evil of this business. As a result, we have tried to make getting the support you need as quick and painless as possible. Here’s what you need to know:

Standard Business Hours: Monday – Friday, 8:00am EST to 6:00pm EST

Support E-Mail Address: helpdesk@grassroutesnetworking.com

Support Phone Number: (919) 659-5633 option 0

Support Web Helpdesk: https://na.myconnectwise.net/grassroutes

Billing Portal: https://grn.connectboosterportal.com

 

To ensure that you are always aware that we’re helping you with any support issue that you may be having, we’ve also established an SLA that we operate by:

Incidents, Problems, Questions or Tasks

Priority: Urgent – These are situations where service is unusable or unavailable and no work-around is feasible. A support representative will be assigned and acknowledge the request within 30 minutes (around the clock).

Priority: High – These are situations where service is degraded or unavailable, but a work-around is feasible for the immediate future. A support representative will be assigned and acknowledge the request within 1 business hour.

Priority: Normal – A support representative will be assigned and acknowledge the request within 1 business day.

Priority: Low – A support representative will be assigned and acknowledge the request within 4 business days.