Hotline for Customers with Mission-Critical SLA Subscription: +1-650-641-2421 ext 7


Technical Support Request


Please use the contact form below to request technical help with your FlashGrid deployment. Priority is assigned to requests from the customers who have an active service level agreement (SLA) with FlashGrid, confirmed by a valid support certificate number:

  • Mission Critical 24x7 SLA target response time is 30 minutes for Emergency issues, 4 hours for Urgent issues, and one business day for Normal severity issues.
  • Base 8x5 SLA allows Normal severity issues only with one business day target response time.
  • Requests from other users are served on a best-efforts basis with no guaranteed response time.

 
See the FlashGrid Technical Support Services description for severity definitions and response times.







Severity of the issue Emergency: Severe problem impacting business operations. Only for customers with Mission-Critical SLA subscription.Urgent: Production system adversely impacted. Only for customers with Mission-Critical SLA subscription.Normal: Non-critical problems or problems affecting non-critical systems, information requests.