Customer Support & Ticketing Policy

The Customer Support & Ticketing Policy establishes the framework through which customers request assistance, report incidents, and track service issues within GridColo facilities. Data center operations depend not only on robust infrastructure, but also on clear, reliable communication channels between customers and GridColo's Network Operations Center (NOC). The objective of this policy is to provide customers with transparent processes for submitting requests, receiving timely responses, and escalating concerns, while ensuring GridColo maintains accountability and consistency in its support services.

This policy applies to all GridColo customers, their authorized personnel, and designated vendors when submitting support requests related to colocation services. It covers requests for operational assistance, incident reporting, account or access issues, and facility-related concerns. It applies across all Security Levels (1–4) and for all categories of colocation service.

GridColo is committed to providing responsive, professional, and transparent customer support. Support requests must be logged through official ticketing channels to ensure proper tracking and accountability. The NOC operates 24x7x365 and is empowered to respond directly to incidents, dispatch field staff, escalate to management, and coordinate communication with customers.

Customers may contact the GridColo NOC using the following channels:

All requests should be logged via ticket for accountability, even if first reported by phone.

When submitting a request, customers should categorize tickets as one of the following:

The NOC will reclassify tickets if necessary to ensure accurate handling.

GridColo endeavors to respond to support requests within the following timeframes:

Response times are targets, not guarantees, but GridColo will strive to meet or exceed them consistently.

If a customer believes a request is not being handled with appropriate urgency, they may escalate as follows:

Escalation paths are available 24x7 for incidents and during business hours for standard requests.

Customers are responsible for:

• Submitting requests through official channels (phone, email, or web helpdesk).
• Providing accurate, detailed descriptions of the issue or request, including affected equipment, time of occurrence, and any troubleshooting already attempted.
• Updating tickets with relevant progress or closure information if the issue resolves independently.
• Ensuring only authorized personnel submit tickets on behalf of the customer organization.

The GridColo NOC is responsible for:

• Logging, tracking, and managing all tickets through to closure.
• Categorizing and prioritizing tickets appropriately.
• Providing updates at regular intervals until resolution.
• Coordinating dispatch of on-site staff or vendor support as required.
• Documenting root cause analysis (RCA) for significant incidents.

All tickets will receive a unique tracking number. Customers may track status via email updates or the web helpdesk portal. Updates will be provided at intervals appropriate to ticket severity: hourly for critical incidents, daily for high-priority requests, and upon material changes for standard or low-priority tickets. All communications are logged for accountability and audit purposes.

Tickets will be closed once the NOC and customer agree that the issue has been resolved or the request fulfilled. Customers may be asked to confirm closure. Closed tickets remain available for historical review. Customers are encouraged to provide feedback on support quality to help GridColo improve service.

Customers must comply with this policy when requesting support. Repeated failure to follow process (e.g., bypassing ticketing for routine requests) may result in delays or limited service.

GridColo is responsible for maintaining responsive, accountable, and transparent support operations, and for updating this policy as practices evolve.

This policy is effective upon publication and remains in force until replaced. GridColo may amend this policy to reflect evolving customer needs, technology improvements, or service model adjustments. Customers will be notified of substantive changes through the helpdesk portal and official communications.