GridCare Program

Gridstore is committed to delivering premium service to customers around the world. Our support team actively collaborates with development engineers to test and validate real customer scenarios to ensure quality assurance. Like our product offerings, Gridstore services can scale to meet any and all business critical needs. Working with Gridstore, you can expect:

  • Service offerings to match your business’s uptime requirements
  • Pre-sales review by our technical team to ensure the proposed solution is tailored to address your needs
  • Seasoned service-oriented professionals with decades of experience including diagnosing applications, networks and infrastructures to provide the right intelligent solutions for your situation
  • Clear, concise feedback on your escalated cases
  • Resources designed to help accelerate your understanding of Gridstore solutions

Service Offerings

GridCare Standard

  • Phone and email technical support – 8am-6pm Pacific in the US / 8am-6pm in the UK
  • Software upgrades including major, minor and maintenance releases
  • Engineering escalation support
  • Next business-day component delivery for hardware repairs for most components
  • Next business-day shipment for system RMA (must be reported by 3pm Pacific US / 3pm UK)

GridCare Advance

  • Phone and email technical support – 24 hours a day/7 days a week
  • Software upgrades including major, minor and maintenance releases
  • Engineering escalation support
  • Next business-day component delivery for hardware repairs – actual repairs will be done either by a Gridstore representative onsite or done by customers with online help from a Gridstore representative (check with your Gridstore representative for details)
  • Next business-day shipment for RMA (must be reported by 3pm Pacific US / 3pm UK)

Notes:

  • RMA is required for cases of uncovered geographies and full system replacements. Contact Gridstore for latest list of covered regions. Spare parts kits available for replaceable items
  • Failed part must be determined by 3 pm PT for next day shipment
  • For all product offerings, customers are required to purchase a support contract for the first year
  • Gridstore to cover shipping costs for RMA
  • Remote diagnosis requires VPN access or remote access via online applications like GoToMeeting
Support Offerings GridCare Standard GridCare Advance
Gridstore Technical Support

24 x 7 email and telephone assistance
P1:  Response within 2 hours with Engineering Escalation
P2: Response within 8 hours
P3: Next Business day

*See priority definitions below

8 x 5 24 x 7
SW Releases – Maintenance and Feature Releases. Yes Yes
Online Support Library
Access to the library of User Manuals, Knowledgebase articles, Best Practices, Technical Solutions
Yes Yes
Advanced Hardware Replacement
Replacement parts or system will be shipped prior to sending back defective equipment or need to provide Credit Card.
Yes Yes
Onsite Spares Availability
Separate parts or full kits can be purchased and kept on site for immediate response to equipment failures.  Some locations require this for NBD* service due to distance from major travel hub.
Ask For Quote Ask For Quote
Onsite Parts Replacement
Listed parts will be replaced on site without the need to send back equipment.  These parts include: disk drives, power supplies and fans
Yes Yes

Priority Definitions

P1: Grid is down or loss of access to data
P2: Degraded performance or intermittent problems impacting business
P3: Issue with minimal business impact or request for information

*Note:  For NBD shipments, the replacement parts must be identified by 3pm local time in the US or 3pm local time in the UK depending on your location. Gridstore can provide a list of locations where NBD is available.  If NBD is not available in your location, onsite spares can be used to meet your SLA.

Learn more about GridCare here

Hardware Warranty

Gridstore offers the following warranties which are included upon initial purchase:

  • 3 year limited hardware warranty
  • 90 day limited software warranty

Read about Gridstore’s warranty programs here

Note:

  • The Gridstore support contract must be signed within 90 days of purchase
  • Customers will not receive software support or updates if support contract is not signed

Professional Services Packages

Professional Services Remote – Web, remote desktop and phone service support for installation and service pack setup. This package includes:

  • Remote SOW tailored for each project
  • Remote pre-install checklist which must be completed prior to scheduling remote installation
  • Best Practices Guide

Professional Services Onsite – In person, onsite service support for installation and service pack setup. This package includes:

  • Onsite SOW outlining responsibilities of all parties involved
  • Onsite pre-install checklist which will be sent prior to onsite visit
  • Best Practices Guide

Notes:

  • Network much be setup prior to onsite visit
  • Price of each professional service package include built in T&E
  • Quote estimates are based per project

Contact GridCare Support

Email Support: support@gridstore.com (for all general support questions)

Phone Support
United States
Toll-Free: +1.855.786.7065, option 2
Toll: +1.650.316.5515, option 2

UK
Local number: +44 (0)203 553 3662