When do I contact Graphiant Support?
Anytime the service is impacted. For example, device down, poor performance, portal unavailable, configuration questions, etc.
How do I contact Graphiant Support?
There are two ways to contact Graphiant:
Email: support@graphiant.com
Phone: 877-914-3877 (M-F, 8am ET to 8pm ET)
What are the ticket priorities for Graphiant?
Urgent (P1): Critical Business Impact – Interruption of critical business functionality or a complete network failure
High (P2): Moderate Impact – Critical functionality or network access degraded or impaired
Normal (P3): Minimal Impact – Non-critical function impacted or impaired and or configuration related topics
Low (P4): Informational – No impact to services but assistance required
How quickly will Graphiant Support respond?
Graphiant Support is available 24x7x365.
Graphiant will respond and acknowledge email support requests based upon priority:
Urgent – 15 minutes
High – 60 minutes
Normal – 120 minutes
Low – 240 minutes
What should my service restoration expectations be?
Graphiant will work to restore service, or provide a workaround, for all Urgent issues within 4 hours post issue acknowledgement.