Support
We've got your back.
•
Day
1
Launch
When you purchase the Gruntwork Platform, you work with a team of experts who will answer your questions about how to:
Configure your infrastructure
Automate deployments
Troubleshoot issues
Avoid gotchas and pitfalls
•
Day
2
Operate
Once you’re live on the Gruntwork Platform, we can help with:
Questions
Troubleshooting
Bug fixes
General DevOps and Platform Engineering guidance
*Note that troubleshooting and bug fix requests must be directly related to Gruntwork products.
Offerings
Choose from 3 support tiers
Standard
Silver
Gold
Response Time SLA
Standard support does not include a guaranteed SLA. We do our best to provide an initial response to all requests within 3 business days.
2 days SLA
Choose between a next-day or same-day SLA
Support Channels
Email
— Ticket-based support, with access to an online ticketing portal.
Live video calls
— Escalate to live video calls with a Gruntwork support engineer as needed to assist in efficient resolution.
Plus everything included in the Standard Support.
Plus everything included in the Standard Support.
Phone support
— Gain access to a dedicated support number.
Private Slack channel
— Chat live with Gruntwork Engineering in a dedicated, private Slack channel.
Plus everything included in the Silver Support.
Plus everything included in the Silver Support.
Support Scope
Troubleshooting and guidance for product usage.
Documentation and knowledge base access.
Limited to standard configurations and best practices.
Documentation and knowledge base access.
Limited to standard configurations and best practices.
Prioritized bug fixes
— Swift resolution of bugs to maintain system integrity and performance.
Plus everything included in the Standard Support.
Plus everything included in the Standard Support.
Prioritized feature requests
— Influence the Gruntwork roadmap with prioritized development of features tailored to your needs.
Architecture and strategy reviews
— Meet with a Gruntwork Solution Architect to review and amend your architecture and overall DevOps strategy (limited to once per quarter).
Plus everything included in the Silver Support.
Plus everything included in the Silver Support.
Additional Support Benefits
—
Initial strategy development
— Work with a Gruntwork Solution Architect to evaluate your needs and devise a written strategy to guide you toward a secure, scalable, and maintainable infrastructure.
Beta access
— Access new features and beta programs before they're released.
Dedicated support contact
— Engage with the same support engineer on all support requests to maintain context and expedited time to resolution.
Plus everything included in the Silver Support.
Plus everything included in the Silver Support.
