Support & Downloads

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Contact Info
198 West 21th Street, Suite 721
New York, NY 10010
youremail@yourdomain.com
+88 (0) 101 0000 000
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CLOUD. SMARTER.™

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Support for Gridstore™ Customers

We continue to support existing Gridstore customers in line with their individual support agreements.

Our global team is available 24x7x365 and looks forward to speaking with you to understand, address and resolve any question or issue that may arise.

We can also help you decide when an upgrade to the latest HyperCloud™ platform would make sense for your organization.

 

Contact Support

US: +1 855 786 7065
EMEA (UK):  +44 (0) 190 841 0551

Support Services & SLAs

Our team is ready is ready to help at a moment’s notice, and has 2 different support options available to meet the needs of our customers.  All support services are available 7x24x365. Our Advance support option provides expedited service in the event of a problem with hardware requiring replacement.

Assurance Standard

  • Phone and email technical support – 8am-6pm Pacific in the US / 8am-6pm in the UK
  • Software upgrades including major, minor and maintenance releases
  • Engineering escalation support
  • Next business-day component delivery for hardware repairs for most components
  • Next business-day shipment for system RMA (must be reported by 3pm Pacific US / 3pm UK)

Assurance Premium

  • Phone and email technical support – 24 hours a day/7 days a week
  • Software upgrades including major, minor and maintenance releases
  • Engineering escalation support
  • Next business-day component delivery for hardware repairs – actual repairs will be done either by a Hypergrid representative onsite or done by customers with online help from a Hypergrid representative (check with your Hypergrid representative for details)
  • Next business-day shipment for RMA (must be reported by 3pm Pacific US / 3pm UK)

Notes:

  • RMA is required for cases of uncovered geographies and full system replacements. Contact Hypergrid for latest list of covered regions. Spare parts kits available for replaceable items
  • Failed part must be determined by 3 pm PT for next day shipment
  • For all product offerings, customers are required to purchase a support contract for the first year
  • HyperGrid to cover shipping costs for RMA
  • Remote diagnosis requires VPN access or remote access via online applications like GoToMeeting
Support Offerings Assurance Standard Assurance Premium
Hypergrid Technical Support
24 x 7 email and telephone assistance
Sev1: Less than 1 hour (phone call required)
Sev2: Less than 2 business hours
Sev3: Less than 4 business hours
Sev4: Less than 24 hours
*See priority definitions below
8 x 5 24 x 7
SW Releases – Maintenance and Feature Releases Yes Yes
Online Support Library
Access to the library of User Manuals, Knowledgebase articles, Best Practices, Technical Solutions
Yes Yes
Advanced Hardware Replacement
Replacement parts or system will be shipped prior to sending back defective equipment or need to provide Credit Card.
Yes Yes
Onsite Spares Availability
Separate parts or full kits can be purchased and kept on site for immediate response to equipment failures.  Some locations require this for NBD* service due to distance from major travel hub.
Ask For Quote Ask For Quote
Onsite Parts Replacement
Listed parts will be replaced on site without the need to send back equipment.  These parts include: disk drives, power supplies and fans
Yes Yes

Service Level Agreement for Technical Issues

Severity Business Impact Description First Response
Sev1 Critical Production system is down. The system is not available and causing a major business impact and there is no workaround available. The case requires 24-hour attention from HyperGrid and the customer. Less than 1 hour (phone call required)
Sev2 Major Major Functionality is impacted and/or performance is significantly degraded. Issue is persistent and affects many users and/or major functionality. A reasonable workaround is available. The customer cannot dedicate resources to work continuously 24-hours a day. Less than 2 business hours
Sev3 Minor System Performance issue or bug affecting some but not all users. A workaround is available. Less than 4 business hours
Sev4 Minor Inquiry regarding a routine technical question, information requested on application capabilities, configuration, installation or documented features. Less than 24 hours

Documentation

Documentation is one of the keystones of understanding every service, and HyperGrid is no exception. Our team has put together documentation covering every element of our service including Pre-installation checks and Best Practices. Log in to the support portal. for the latest documentation.

Release Notes

Log in to the support portal to read the release notes

Technical Bulletins

Occasionally our team will discover a limitation in our solution that we want to communicate to our customers. These may or may not have a direct impact on your environment, however we believe that the information is useful to be aware of in the event that it could. We communicate key alerts via email. Additional information can be found in the support portal.

How To Upgrade To HyperCloud™ Service

HyperGrid is announcing version obsolescence of the Gridstore Hardware and Software products effective as of the dates set out in this document.

We have an exciting offer to leave your existing 3.x system behind and move to our newest and most powerful HyperCloud™ 4.x service.  This compelling transition program supports our earlier GridStore customers in their move to the HyperCloud™ well before the end of support to ensure a smooth transition.

Our new HyperCloud™ service delivers a public cloud experience on-premises, gives you TCO savings and provides new capabilities including:

  • Fully managed cloud appliance in your datacenter, with billing based on common metrics such as virtual machines, VDI desktops used.
  • App store with hundreds of templates for one-click app deployment & management
  • Multi-cloud support with the ability to manage 18+ public and private clouds
  • Integrated networking providing a programmable, fully isolated backend with high performance (40G interconnect) and greater resilience
  • Integrated security, governance & control
  • Industry standard SLA

To get details of your company’s specific offer, please complete this form or contact us direct.