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: firstname.lastname@example.org
Support Phone Number: (919) 659-5633 option 4 – touch link: +19196595633,,4
Support Web Helpdesk: https://grassroutes.itclientportal.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
Severity 1 – Critical
Product/Service is down and critically affects the customer’s production environment. No workaround yet available.
Severity 2 – High
Product/Service is impaired and customer production is up but impacted. No workaround yet available.
Severity 3- Medium
A product/service function has failed and customer production is not affected. Support is aware of the issue and there is a workaround available.
Severity 4 – Low
Product/Service function is not impaired and has no impact on the customer’s business. Includes feature, information, documentation, how-to and Enhancement requests from the customer.