Support Policy

Support Policy

This policy outlines GradeHub’s support practices and resources. It also identifies your support obligations to your customers.

Obligations under this policy (both ours and yours) are being incorporated by reference into the GradeHub Terms and Conditions (the “Terms”).

Technical Support

We offer several options for technical support for all GradeHub administrators. Administrators can access our help documents. The best way to get to us is through chat where we can learn what’s happening and open a Zoom meeting if needed. You can also email or call us for support.

GradeHub support includes:

  • Answering questions about GradeHub services and features
  • Advice regarding best practices for app deployment and architecture
  • Troubleshooting GradeHub services and products
  • Limited support of third-party applications, services, and frameworks

GradeHub support does not include:

  • Developing your application code
  • Debugging custom software
  • Performing manual system administration tasks

Support Business Hours

Normal GradeHub business hours are 9:00 AM – 5:00 PM Pacific US.

Deprecation

We will announce if we intend to discontinue or make backwards incompatible changes to any Service. We will always try to give you as much time as possible to make any necessary modifications to your applications or processes. This policy does not apply to versions, features, and functionality that we label as “beta” or “experimental.”

Sole Remedy

Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failures by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this Service Level Agreement.

Documentation

We may provide documentation for the Services and their use. Our documentation may specify restrictions on how Applications may be built or configured, or how Services must be configured. You agree to comply with any such restrictions as specified. Visit https://gradehub.drift.help/ for access to our support and documentation resources.

End User Support

You are responsible for providing customer service (if any) to End Users. End Users can contact GradeHub through email or chat. Although we do not commit to providing such support services, we will answer questions to help End Users, such as teachers and students, to use the GradeHub’s Services to you; however, we will prioritize support to organization administrators at each customer.

Monitoring

GradeHub’s systems are continuously monitored by automated systems and health checks. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the Services, we will receive notification and respond immediately. Contact help@gradehub.com if you feel there is a performance or service disruption.