Groov Support Policy

Last updated: September 2024

Support Hours

Our support team operates the following active support hours to our customers:

  • New Zealand — 8am - 5pm NZT, Monday - Friday

  • Australia — 8am - 5pm AEST, Monday - Friday

Support Channels

Customers can reach out for support via:

Response Time SLAs

Priority Level 1 (High / Critical):

  • Issues causing system downtime, issues impacting critical functionality or affecting a significant portion of users.

  • First response time: Within 12 hours

  • All issues identified as Level 1 - to be reported via phone to key Groov CSM 

Priority Level 2 (Medium):

  • Issues affecting non-critical functionality or performance.

  • First response time: Within 24 hours

Priority Level 3 (Low): 

  • General inquiries, product feedback, feature requests, or non-urgent issues.

  • First response time: Within 72 hours

Groov will (with best endeavors) provide feedback and resolution status of all issues identified as Level 1 to customer key contacts.

Escalation Procedure

If a support issue is not resolved within the timeframe communicated to the customer, it will automatically escalate to the next level of support management (internally at Groov).

Escalation paths are clearly defined within our support team to ensure swift resolution of critical issues.

Maintenance Downtime

Scheduled maintenance downtime will be communicated to customers at least 48 hours in advance via email and on our website.

We strive to schedule maintenance during off-peak hours to minimize disruption to our customers.

Customer Feedback

We value customer feedback and continuously strive to improve our support services. Customers are encouraged to provide feedback at any time.

Contact Information

For further inquiries or clarification regarding our support policy and SLAs, please contact our support team at support@groovnow.com.

© Groov Limited 2024