Technical Support
If you are faced with an emergency, there’s always someone at Gridpoint standing by to help 24/7/365. Our toll-free number is 1-866-800-8906. You can also email us at support@gridpoint.com.
The most important thing to know about any support department is when they will respond to an issue that you may have. At Gridpoint, we pride ourselves in our Technical Support department and have issued a “Response Time” chart demonstrating our average response and solution time on various support issues.
| ISSUE | ACKNOWLEDGMENT | RESPONSE/ TROUBLESHOOT | DISPATCH TECH |
| | Phone Call | Email | Business Hours | Emergencies After Hours, Weekends, & Holidays | Business Hours | Emergencies After Hours, Weekends, Holidays |
| FACILITY |
| Requested
Setting Changes | 30 min. | 1 hour | 1 hour | 1 hour | Next Bus. Day | N/A | N/A |
| Facility Electrical, HVAC, or Lighting Issues | 30 min. | 1 hour | 1 hour | 1 hour | Next Bus. Day | 24 hours | 24 hours |
| HARDWARE |
| Warranty | 30 min. | 1 hour | 1 hour/part delivered within 24 hours — Before 3 pm EST | 1 hour | Next Bus. Day | 24 hours | 48 hours |
| Out of Warranty | 30 min. | 1 hour | 1 hour/part delivered within 24 hours After WO received — Before 3 pm EST | 1 hour | Next Bus. Day | 24 hours | 48 hours |