Client support

Keep the working system working.

Practical support for active Gridline engagements, from onboarding questions to operational incidents and planned improvements.

Support access and service windows are agreed for each client during onboarding.

Support tiers

Clear expectations.
No mystery queue.

Specific response targets are documented in each active client agreement. The examples below describe how we triage, not a substitute for an agreed service schedule.

01 / STANDARD

How-to & guidance

Questions about everyday use, configuration or a known workflow. We confirm receipt during the agreed service window and route it to the right product or delivery contact.

Target: acknowledge within one business day

02 / PRIORITY

Workflow impaired

A significant feature or team workflow is degraded, but a safe workaround remains available. We assess impact, agree the next update and work through a recovery plan.

Target: acknowledge within four service hours

03 / CRITICAL

Core operation unavailable

An active client’s agreed critical workflow is unavailable or at immediate operational risk. Critical incident channels are agreed with active clients during onboarding; no public emergency number is provided.

Response path: use the channel agreed in onboarding

Severity definitions

Tell us what work is affected.

Include the impacted site, workflow, time first observed, recent changes and any safe workaround. Avoid sending sensitive personal or payment details.

CRITICAL

Core operational service unavailable, material safety or service impact, and no reasonable workaround.

HIGH

A major workflow is materially impaired, but teams can continue with a constrained or manual workaround.

STANDARD

A question, limited defect or request for guidance with no immediate interruption to essential work.

Onboarding guidance

Make a good handover before you need one.

During onboarding, we identify named client contacts, support hours, severity definitions, approved incident channels, system ownership and escalation decisions. Your team receives a concise service guide with the agreed route for standard and critical issues.

Service hours are set by the engagement and may differ by product, region or operating calendar. Support outside an agreed window is not assumed. Changes to support coverage are discussed and documented with the client team.

For quicker triage, share what changed, which site or team is affected, the approximate start time and the business impact. We will confirm the next step through the agreed support process.

Support request

Tell us what is happening.

This request form is for active client support. For new project enquiries, use our operational review form ↗.

Submitting does not create an emergency channel or change the response terms agreed with your organisation.

Fields marked with * are required.