ROWGrid extends its services by providing Standard support in English to an Authorized User designated by you. Our team of experts is readily available to offer technical assistance for your Products and Services.

 

ROWGrid offers Standard Support through various channels such as web and email. The priority of support requests is determined by ROWGrid based on the severity level. However, technical support is not provided for Trial Versions, previous versions of Products and Services, incidents caused by non-ROWGrid computer hardware or third-party software, inadequate training of Authorized Users, or use of Products and Services in a manner inconsistent with the Terms or General Terms.

 

Unless otherwise directed by ROWGrid in writing, Your Support Users are required to submit a valid support request. To do so, they must provide ROWGrid with any information reasonably requested, follow all instructions and perform any preliminary troubleshooting or problem analysis procedures made available, and implement any fixes, corrections, or workarounds recommended by ROWGrid. ROWGrid may enlist third parties to assist in the delivery of technical support under ROWGrid’s direction.

 

We provide standard support to your support users through web or email channels during the available support hours specified in the table below. Please note that web support may be temporarily unavailable during scheduled system maintenance. ROWGrid will communicate web support-related information through the ROWGrid Account and notify your support users via email. Moreover, we may contact your support users via email or telephone for specific incidents at our discretion.

 

ROWGrid is dedicated to promptly addressing web or email support requests within one business day during the relevant support workweek. Please note that for certain Products and Services, the applicable local support hours may be specific to a particular region regardless of the origin of the support request. ROWGrid will make commercially reasonable efforts to provide support during these hours.

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Hours available for Standard Support via Web or Email

Monday through Friday, EST/EDT (UTC -5/UTC -4), excluding regional holidays

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ROWGrid may provide support through various modes other than web and email, such as online chat, callback requests, scheduled calls and access to technical support resources like articles and videos. The availability of these modes of support may vary depending on the product or service you are using, and additional terms and technical requirements may apply. 

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