Support

by | Jul 22, 2019

Standard Support (1 Year)

  • GRIDlink’s Standard Global Support platform is included for the first 12 months after shipment.
  • It provides support services designed to optimize your investment in Open ADR technology.
  • Hardware is warranted for 2 years as shown in the GRIDlink “Statement of Limited Warranty”
  • Services are provided by a support team of industry professionals embracing best practice methodologies and continuous improvement strategies.
  • Specialists in industrial automation, software development, wired and wireless networking work in collaboration within an escalation hierarchy, ensuring constant and timely resolution to customer issues.
  •  Support is available during normal business hours PST.

Silver Support ( 2 Years)

Silver Support extends Standard Global Support for an additional 12 months after shipment.

Includes:

  • Extends GRIDview Cloud Monitoring: providing Alarms and Notification via email & SMS texts.
  • Performance and Analysis: in real time to pre-emptively identify problems that would affect the GRIDlink’s ability to participate in a DR Event. 
  • Historical Data Logging: that records all Events and the GRIDlink performance.
  • Technical Support Line: Telephone and email access to experienced Support professionals supported by a comprehensive lab where they can replicate a customer’s configuration and reproduce issues experienced onsite.
  • Product Upgrades: Silver Support customers are automatically provided with new releases and upgrades of GRIDlink software including Open ADR levels. These are not delivered without customer permission.
  • Next Business Day Issue Response: Support customers will have their questions or issues addressed by the end of the next business day after our receipt of notification.

Gold Support ( 3 Years)

Silver Support extends Standard Global Support for an additional 24 months after shipment.

Includes:

  • Hardware warranty is extended to 3 years.
  • Extends GRIDview Cloud Monitoring: providing Alarms and Notification via email & SMS texts.
  • Performance and Analysis: in real time to pre-emptively identify problems that would affect the GRIDlink’s ability to participate in a DR Event. 
  • Historical Data Logging: that records all Events and the GRIDlink performance.
  • Technical Support Line: Telephone and email access to experienced Support professionals supported by a comprehensive lab where they can replicate a customer’s configuration and reproduce issues experienced onsite.
  • Product Upgrades: Support customers are automatically provided with new releases and upgrades of GRIDlink software including Open ADR levels. These are not delivered without customer permission.
  • Next Business Day Issue Response: Support customers will have their questions or issues addressed by the end of the next business day after our receipt of notification.
  • Next Day Hardware Replacement: If determined that hardware needs replacement, a completely configured GRIDlink will be shipped FedEx priority overnight.