Here to Help
At GraySail, we stand behind our customers, our services, and our methodology. We're here for you through every part of the process, start to finish.We are proud to rely on Atlassian JIRA issue tracking software to record, update, store, and retrieve case information. Using this approach, the process by which our customers transfer issue reports to GraySail is significantly streamlined to save resources while increasing satisfaction and quality.
The Lifecycle of a Support Issue
If you are an existing GraySail customer and you have already received your JIRA account information, simply send an email to
containing all known pertinent information
relating to your support issue, along with any associated documents (screenshots or
otherwise). Your issue will be automatically recorded with a unique identification number,
evaluated by a support manager, and assigned to a staff expert for resolution. Best of all,
you'll receive a confirmation email containing all of this information, allowing you track the
entire life cycle of your support issue.
Standard Support Agreement
GraySail includes 30 days of support following every implementation. Following that, we offer our standard support agreement - because even when the project is complete, we're here to assist you.Included in GraySail's standard support agreement:
- Corrective maintenance
- Root-cause analysis
- Bug fixes
- Case management
- Application monitoring
- Application (new or existing) transition
- Reporting
- Knowledge transfer
- More!