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.
US: +1 855.786.7065
EMEA (UK): +44 (0) 190 841 0551
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.
|Support Offerings||Assurance Standard||Assurance Premium|
|Swipe left or right to read table data|
|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
|Advanced Hardware Replacement
Replacement parts or system will be shipped prior to sending back defective equipment or need to provide Credit Card.
|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
|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 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.
Log in to the support portal to read the release notes
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.
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:
To get details of your company’s specific offer, please complete this form or contact us direct.