Flex Support Levels
GroundWork offers the following support levels:
| Hours | Named Contacts | Web Portal | Phone | ||
|---|---|---|---|---|---|
| Level 1 | 6am-6pm US Pacific | 1 | ✓ | ||
| Level 2 | 6am-6pm US Pacific | 2 | ✓ | ✓ | ✓ |
| Level 3 | 24 hours, 7 days | 2 | ✓ | ✓ | ✓ |
| Level 4 | 24 hours, 7 days | 3 | ✓ | ✓ | ✓ |
Primary Support Mechanisms
Send email to [email protected]. Include specific information listed below in your email to be efficiently assisted.
Web portal
This is accessed from http://www.groundworkconnect.com/. You may log in on the right side of the page as well. In case of login difficulties please email us at [email protected].
Phone
Our support line is +1-415-992-4500 or within the US: 866 899 4342. For Flex Support levels 3 and 4, a 24-hour toll-free and toll number will be provided.
Partners and support
Some GWOS partners offer first and/or second level support to their customers, in the local time zone. If you are receiving support from a partner, the agreement with your partner will apply to you when opening cases in GroundWork Connect. This means we may refer some cases to the supporting partner, or request that you contact them for assistance, particularly if your case involves on-site assistance.
Case severity
When reporting a case, please communicate the problem severity described by the below definitions to help us provide the best level of service.
| Severity | Description |
|---|---|
| Sev 1 | Your monitoring is down. There are no checks being done, or notifications going out. This is the highest severity you can set. |
| Sev 2 | Major Feature inoperable. Set this severity if monitoring is running, but some portion of the software does not work or gives you an error message when you try to use it. |
| Sev 3 | Minor Issue. Use this for questions on why things work the way they do, for setup issues, or configuration questions, or just things you find that need to get fixed, but are not critical right now |
| Sev 4 | No systems impact. This is your basic “How do I…?” type question. Don’t worry, we will answer this type of question, but we will work the higher severity cases first. |
Case Filing Guidelines
- All levels of Flex Support can submit cases by email. Please include the following information when you submit a case:
- The version of GWME you are submitting a case for (e.g. 6.0, or 6.0.1)
- The operating system and version you are running GWME on (e.g. RHEL 5.3, 32 bit)
- The severity you want to place on the case (e.g. Severity 3)
- As complete a description of the case as you can efficiently write. If you are seeing an error message, try to include it in the email. Screenshots are often helpful, as well as any log files or snippets you can attach. If the problem is with a plugin, attaching the Test button output from Configuration is often helpful.
- Case Manager:
- For Flex Support Level 2 and above, email can, of course, be used, but the preferred method is to file a case using the case manager in the GroundWork Connect web portal. This gives you access to a form, where you can select the values from drop-down lists, attach files, and access files attached by your support technicians.
- Phone:
- For Flex Support Level 2, and above, call the direct support line at the numbers listed above during the regular support hours. Be sure to have all the information you would need to file a case via email or the case manager when you call.
For Flex Support Level 3 and above, during off hours, call the premier support line (not published here) for immediate access to a support technician. We request that you use the premier support line only in the off-hours, and that you use it for Severity 1 and serious Severity 2 issues only.
