In this article, we’ll guide you through the process of accessing Grip's support services. You'll learn how to submit tickets via the Customer Support Portal, understand issue prioritisation, and discover the benefits of our dedicated online support.
Table of Contents
- How to contact support
- Support request prioritisation
- Event participant support
- Dedicated online and onsite support (add-on)
How to contact support
The best way to contact Grip’s support team is through the Customer Support Portal. This portal is designed to ask the right questions, ensuring we gather all the information needed to troubleshoot your issue as soon as it’s picked up. You can learn more about how the portal works here.
Support request prioritisation
At Grip, we prioritise support tickets based on their impact, ensuring that urgent issues are addressed swiftly. Support requests are categorised by their level of impact to ensure timely resolutions:
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All tickets are handled on a first-come, first-served basis, except for critical and major issues, which are given immediate priority.
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For critical cases, our system automatically alerts our Engineers for urgent attention.
Event participant support
During your event on the networking platform, there are several touchpoints for event participants to reach our support team:
- On login screen (web and mobile): Accessible directly from the login screen when the event participant uses an email address that isn’t added to the event.
- Contact us within the platform (web and mobile): Available for logged-in event participants to submit inquiries.
For these inquiries, participants should fill out the form available here.
Tip: To ensure our support team can provide the best possible service, we rely on prompt assistance from your support team when questions are forwarded to your designated support email.
Dedicated online and onsite support (add-on)
Grip offers dedicated online support and onsite support as an add-on service for our clients.
To purchase dedicated online or onsite support for your event, please contact your Account Manager at least 5 weeks in advance for online support and 8 weeks in advance for onsite support. They will provide a form for you to fill in with the necessary support details and confirm the next steps.
How dedicated online support works
Here’s how it works, and why it’s such a great benefit:
- Simple ticket submission process (Grip revenue team<>Customer):
After submitting a dedicated online support form, a Grip support lead will review the details and schedule support based on your needs. You’ll receive an email confirming the dates and times for your support sessions. - Introductory call for guidance (Grip support team<>Customer):
We arrange an introductory call as part of the service to guide you through the support process. This call sets clear expectations, helps you understand how to access support, submit tickets, and resolve issues efficiently. It’s a personal touch to get you started smoothly. - Access to the Customer Support Portal (Grip support team<>Customer):
During your support hours, you’ll submit tickets via our Customer Portal. This process allows us to collect all the important details upfront, helping our team prioritise your request and provide a quicker solution. For critical issues, you can request immediate follow-up through the portal to ensure urgent matters are dealt with promptly. - Efficient troubleshooting support (Grip support team<>Customer):
A key advantage of submitting tickets through the portal is that it enables us to pre-assess the issue before jumping on a call. - Google Hangout for real-time support (Grip support team<>Customer):
If further clarification is needed, we can schedule a Google Hangout to troubleshoot the issue in real-time. This interactive call allows us to address problems more effectively. Simply request this option when submitting your form. These sessions can be recorded for internal escalation if necessary, ensuring thorough follow-up. - Training materials for extra support (Grip support team<>Customer):
To make things even simpler, we’re preparing PDF and video tutorials that explain the support process step-by-step (coming soon). These resources will be available whenever you need them, making it easy to understand how to use our support services to their full potential.
For more information, check out our Service Level Agreements.
How dedicated onsite support works
Here’s how it works, and why it’s such a great benefit:
- Request support (Grip revenue team<>Customer):
Submit an onsite support request form. - Confirmation (Grip delivery team):
We'll review your request and confirm support dates and times. - Travel planning (Grip delivery team):
We'll research travel and accommodation options within 5 business days. - Cost estimate (Grip delivery team<>Customer):: You'll receive a cost estimate within 1 week of travel planning (and at least 1 month before your event).
- Booking (Grip delivery team): Once you approve the costs, we'll handle all the bookings for you.