At the center of your business is data and applications and ensuring they are available at all times is critical to ensuring revenue generating activities can move forward without incident. At HyperGrid, we offer the highest level of support to our customers, 24 hours a day, 7 days a week, 365 days a year. Issues often occur at inconvenient times, we will partner with you until it is resolved and IT returns to normal business operations.
US: +1 855.786.7065
EMEA (UK): +44 (0) 190 841 0551
Customer Success Philosophy at HyperGrid
Simple We build products that are simple to deploy, use and support
Consumable Customers only pay for IT resources when they are in use. “Pay as you go” is the future of IT consumption
Seamless Private Clouds and Public Clouds should work the same way
Disruptive We are committed to fundamentally disrupting the way IT is delivered and consumed
Communication We are committed to communication. Over communication is the KEY
Commitment/Trust Make a commitment and deliver on commitment, predictability develops trust, and trust is the foundation of joint success
Customer Focus Our solution is only valuable when it solves a real customer problem. Customer satisfaction is one of our core principles
HyperCloud™ Support Options
Standard maintenance and support policy:
- Phone and email technical support – 24 hours a day/7 days a week
- Software upgrades including major, minor and maintenance releases
- Proactive support and monitoring
- Engineering escalation support
- Next business-day component delivery for hardware repairs – actual repairs will be done by a Hypergrid representative onsite
- Next business-day shipment for RMA (must be reported by 3pm Pacific US / 3pm UK)
Service Level Agreement for Technical Issues
|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|
HyperGrid Service Level Agreement (SLA)
HyperGrid will use commercially reasonable efforts to make HyperCloud™ available with a Monthly Uptime Percentage as defined below of at least 99.95%, in each case during any monthly billing cycle (the “Service Commitment”). In the event HyperCloud™ does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
i. “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which HyperCloud™ was Unavailable.
ii. “Unavailable” means, for HyperCloud™, when all your services and data is not accessible.
iii. “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.
Service Commitments and Service Credits
Service Credits are calculated as a percentage of the total charges paid by you on the following basis:
Monthly Uptime Percentage
|Less than 99.95% but equal to or greater than 99.0%||10%|
|Less than 99.0%||25%|
Applied Service Credits and Exclusive Remedy
We will apply Service Credits only against future HyperGrid payments otherwise due from you. Your sole and exclusive remedy for any unavailability, nonperformance, or other failure by us to provide HyperCloud™ is the receipt of a Service Credit, if eligible, in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by opening a case with HyperGrid support. To be eligible, the credit request must be received by us in writing within thirty (30) days after which the incident first occurred and must include: the words “SLA Credit Request” in the subject line of the request, the dates and times of each Unavailability incident that you are claiming, the affected instances of the HyperCloud™; and your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks). If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and
other information as required above will disqualify you from receiving a Service Credit. We reserve the right to reasonably change these credit request and payment procedures.
HyperGrid HyperCloud™ Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of HyperCloud™ performance issues; (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of HyperCloud™, and further including any connectivity, power, cooling, security and access; (ii) that result from any actions or inactions of you or any third party; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct and exclusive control); (iv) that result from any maintenance (regularly scheduled maintenance or otherwise permitted) as provided for pursuant to the HSA Agreement; or (v) arising from our suspension and termination of your right to use HyperCloud™ in accordance with the HSA. If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
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.
TSANet Technical Support Alliance
TSANet is a vendor-neutral global support alliance where companies work together to support mutual customers more effectively. As a member of TSANet, HyperGrid is committed to providing 24x7x365 coverage for the most demanding application environments. HyperGrid can directly initiate a high-priority case with another vendor in order to quickly resolve problems at a joint customer site. Other vendors participating in TSANet include VMware, HPE, NetApp, IBM, Oracle, Microsoft, and EMC.
See www.tsanet.org for more information.
Support Services and SLAs for existing Gridstore customers