Support

Tickets

• Open a ticket with a priority of low, medium, high and critical, and optionally link it to one of your servers or hosts.
• Reply in a thread; every member of your organization can read and reply to the organization's tickets.
• Close a ticket when it is resolved, and reopen it within 14 days if the problem comes back.
• Include the requestId from any API error. It lets us find the exact request.

Attachments

Attach logs, configuration files, screenshots or archives of up to 25 MB each. Accepted types: text/plain, text/csv, application/json, application/xml, text/xml, application/x-yaml, text/yaml, image/png, image/jpeg, image/gif, image/webp, application/zip, application/gzip, application/x-7z-compressed, application/x-tar and application/pdf.

Every attachment is scanned for malware and can be downloaded only once it has been found clean. An attachment that cannot be scanned stays unavailable rather than being passed through.

Response times

Each ticket shows when a first response and a resolution are due, and the clock pauses while a ticket is waiting on your reply.

Response-time commitments are part of your agreement with GameGrid. Contact us to discuss them.