Support

Gekkobrain will assign an impact level to any reported problems. Gekkobrain shall use its best efforts to respond to and correct any such problem substantially in accordance with the response and problem resolution times set forth below:

Severity Level 1: The problem is a critical problem. The Gekkobrain Service is inoperable, unavailable or inaccessible

Response: within 60 minutes of notification.
Resolution: Gekkobrain shall correct the problem within one day of such notification or otherwise develop and implement a suitable temporary fix.


Severity Level 2: The problem is a major problem. The functionality or availability of the Gekkobrain Service is either interrupted or materially degraded even though the Gekkobrain Service may be periodically available or otherwise operable.

Response: within 12 hours of notification.
Resolution: Gekkobrain shall correct the problem within three days of such notification or otherwise develop and implement a suitable temporary fix.


Severity Level 3: The problem is a minor problem. The Gekkobrain Service remains available and operable although some inconvenience and minor interruption is sufficiently persistent or consistent as to warrant a correction as soon as practicable, often through a patch, work-around or bypass until a more permanent or suitable correction can be effected.

Response: within 3 weekdays’ notification.
Resolution: as soon as reasonably practicable but in no event later than with next planned minor release.

Severity Level 4: The problem is a non existent. The problem reported is a feature request and not a problem.

Response: within 3 weekdays’ notification.
Resolution: Gekkobrain is not required to do feature requests.

Web based support
Support is povided via the link provided directly in your admin console.

Email Support
Support us provided using support@gekkobrain.com.

Phone based Support
Support is provided to you via the telephone number stated in your agreement with Gekkobrain.

Gekkobot Web
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