Grip support for live events

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 support form, understand issue prioritisation, and discover the benefits of our dedicated online support.

How to contact support
Support request prioritisation
Event participant support
Dedicated online and onsite support (add-on)

- How dedicated online support works
- How dedicated onsite support works

How to contact support

You have a few simple options to get in touch with our support team:

If you have access to the Grip Dashboard:

Click ‘Get support’ in the top-right corner to access the in-platform support form.

For all clients:

Use our standalone support form to submit a request.

If you're onboarded and have access to the Customer Support Portal:

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:

All tickets are handled on a first-come, first-served basis, except for critical and major issues, which are given immediate priority.
For critical cases, our system automatically alerts our Engineers for urgent attention.

Impact	Description	Response time	How to reach out
Critical	The entire Guest App is completely inaccessible.	Within 2 normal business hours	Email
Major	Operation of the Guest App Services is severely degraded, or major components of the Guest App Services are not operational and work cannot reasonably continue.	Within 4 normal business hours	Email
Minor	Certain non-essential features of the Guest App Service are impaired while most major components of the Service remain functional.	Within 12 normal business hours	Support form
Cosmetic	Errors that are non-disabling or cosmetic and clearly have little or no impact on the normal operation of the Services.	Within 24 normal business hours	Support form

Support hours

Support days	Normal business hours
Monday - Friday	9am GMT - 6pm EST
Saturday - Sunday	hours subject to agreement

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