Submit a Request

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Choose from the following three options, and select the category that best fits your request:

• System Outage

  • Is your Product or Service not available?

  • Is your Product or Service not returning a response?

• Support Request

  • Have you identified a potential bug?

  • Is there a potential data discrepancy you would like to troubleshoot?

  • Do you have a question regarding billing?

• Suggest a New Feature

  • Is there a new feature or enhancement you would like to request?

  • Is there a project or Change Request you would like to submit?

Report a System Outage

To report a system outage, follow these steps:

1. Summary

   1. Brief description or title

   2. Example: “Unable to run analysis in [Product]. [Product] responding with error message for all scenarios.”

2. Description

   1. Detailed summary of the full system outage.

3. Product Impacted

   1. Which subscribed GridX product or service is impacted by this outage.

   2. Only services or products that you are subscribed to will be listed here.

4. Attachment

   1. Attach screenshots, files, or anything that you find would be helpful in raising this ticket.

5. Severity

   1. Severity Levels for System Outages will always be Severity 1 (additional info below).

6. Send

   1. Click “Send” to submit.

Support request

Your one-stop shop for Support related queries. To submit a support query, follow these steps:

1. Summary

   1. Brief description or title

2. Description

   1. Detailed summary of the ticket.

3. Severity

   1. What is the Severity of this ticket (additional info on page 8).

4. Support Ticket Type

   1. What type of support ticket is this (additional info on page 7).

5. Contract ID (Optional)

   1. Enter a Contract ID if applicable.

6. ServicePointID (Optional)

   1. Enter a ServicePointID if applicable.

7. Product Impacted

   1. Which subscribed GridX product is  this ticket related to? 

   2. Only services or products that you are subscribed to will be listed here.

8. Attachment

   1. Attach screenshots and/or files to help resolve the ticket.

9. Share With

   1. Choose your organization.

10. Send

    1. Click “Send” to submit.

Support ticket type

Support ticket types & descriptions:

• Data Issue

  • Problems related to missing, incorrect, or corrupt data.

• Technical Issue

  • Issues involving software bugs, glitches, or system errors.

• Analysis Request

  • Requests for specific data analysis or reporting.

• Calibration Report Request

  • Requests for calibration or validation reports.

• User Training

  • Need for training or guidance on using the platform.

• Account/Access Issue

  • Issues with login, permissions, or account access.

• Billing Inquiries

  • Questions or issues related to invoices, payments, or charges.

• Feedback/Suggestions

  • GridX related ideas or suggest       -ions

• General Inquiry

  • Any other questions or support requests not covered by other categories

Severity levels

• Severity 1 (Critical Impact)

  • System-wide outage or critical functionality is unavailable (only used for System Outage).

  • Example: Unable to login and retrieve any response for entire population in [Product].

• Severity 2 (Significant Impact)

  • Major functionality is severely impacted, affecting large subset of the product.

  • Example: API is not updated for all non-res populations.

• Severity 3 (Some Impact)

  • Feature is available but behavior is unexpected.

  • Example: API is not updated for a specific subset of the population.

• Severity 4 (Minimum Impact)

  • Minor issues related to single accounts or other questions.

  • Example: “Account A” is missing data. 

*Please refer to your SLA document for custom Severity definitions.

Suggest a new feature

You can suggest/submit a new feature, a new project request, or change order:

• Whenever you need to:

  • Submit a new feature request

  • Initiate a new project

  • Request a change order

• Use the Support Portal’s “Suggest a new feature” ticket to:

  • Submit your request

  • Track the progress

  • Collaborate and work through the details with the GridX team

• Send

  • Click “Send” to submit.