Grok® Support Services

Last Updated 5/20/25

I.   Support Services. Provided that Customer is (i) in compliance with the terms and conditions of the applicable Agreement under which the Services are provided, and (ii) paid all applicable subscription fees, Grokstream agrees to provide during the applicable Term, the support services detailed herein. Capitalized Terms used but not defined herein shall have the meanings assigned to such terms in the Agreement.

II.   Customer Support Services Contact. Customer will designate up to five (5) qualified individuals within Customer’s organization, who have been trained on the use of the Services as Customer’s primary contacts for receiving the Customer Support Services. These individuals will be the “Customer Support Contact(s)”. Each Customer Support Contact is responsible for contacting Grokstream for any customer support-related issues arising from Customer’s authorized use of the Services (“Customer Services Requests”) and for working with Grokstream to resolve such issues. All Customer Services Requests shall be initialized to Grokstream through a Customer Support Contact only. A Customer Support Contact may be replaced by Customer upon reasonable, advance written notice to Grokstream. Customer Support Contacts may submit, modify, or close a ticket. Customer Support Contacts may be changed by Customer with written notice upon notice to Grokstream.

• Web: https://grokstream.atlassian.net/servicedesk/customer/user/login?destination=portals
• Email: [email protected]
• Phone: +1 (888) 502-5130

III.   Customer Support Services Availability. Customer Support Services are available by telephone and email. Customer Support is provided on a 24/7 basis, including Grokstream.

IV.   Support Services Description.

V.   Incident Priority Levels.

VI.   Initial Target Response Time and Support Process.

A.   Upon receipt of a Customer Support Request, a Customer Support Engineer will make initial contact based on the table below:

B.   Grokstream’s ability to respond effectively to Customer support requests is contingent upon Customer providing the following:

• Customer name
• Contact name
• Preferred means of contact (voice or email)
• Email Address: [email protected]
• Telephone number:  +1 (888) 502-5130
• Related operating system and database information
• Severity of the issue in relationship to the impact of it affecting your business needs.
• Comprehensive description
• Configuration and log files

C.   Should the Grok services stop in production, the following procedure will generally be followed:

• Customer contacts the Grokstream Services Desk as soon as possible.
• Customer Support Engineers immediately begin working with Customer technical personnel to restore service.
• If Customer has not already established a bridge conference call, the Grokstream Customer Support Engineer that received the initial call will set up a conference bridge.
• Customer provides requested information.
• Once service is restored, Grokstream will provide Customer a Root Cause Analysis report.

VII.   Escalation Procedure. If Customer reasonably believes that the reporting of a defect has not received the appropriate response from Grokstream, the Customer may escalate the matter. The following Grokstream personnel will be made aware of the matter and respond to Customer, in the following time frame.

VIII.   Customer Support Services Terms and Conditions. Grokstream’s obligation to provide Customer Support Services are conditioned on Customer performing the following obligations:

A.   Customer maintains a continued Grok subscription for the Services in the manner in which such Services are being used, and if such subscription is terminated for any reason, Grokstream’s obligations to provide any Customer Support Services will also terminate, coterminous with the termination of such subscription.

B.   Supply and maintain a suitable operating environment according to published Grok specifications.

C.   Provide access to Customer’s systems containing all binaries necessary to run Customer’s system remotely (all such access will be subject to Customer network security restrictions) or all binaries and any other information necessary by Grokstream to reproduce the error within Grokstream.

D.   Assign qualified personnel that have been through Grok training classes to administer the Services.

E.   Support Grokstream technical Customer Support Services personnel in their efforts to diagnose, reproduce, and resolve any suspected system anomalies. This may include sending any diagnostic information as requested by Grokstream.

F.   Back up all Grok system files or any files associated with the usage of the Grok Platform prior to implementation of system changes.

G.   Without Customer’s current enrollment in the Services, Grokstream is under no obligation to update or maintain the Services, including no obligation to rectify any errors in the Services or to provide any corrections, modifications, enhancements or other form of support.

H.   Notification of Software Updates will be sent by email and discussed during scheduled support calls, which should occur at least once/month.

I.   Grokstream support will not include sensitive Services details via email.

IX.   Exclusions from Customer Support Services. Grokstream is not obligated to provide Customer Support Services in the following situations:

A.   The Services have been changed or modified by Customer or on behalf of Customer other than under the direction of Grokstream;

B.   An error is caused by Customer’s negligence, hardware malfunction or other causes beyond the reasonable control of Grokstream;

C.   An error is caused by third-party software not licensed through Grokstream;

D.   The Support is related to custom algorithms as built by the Customer that did not review and approve prior to deployment in a production environment to ensure compatibility with existing algorithms and Grok version;

E.   The Services are improperly used by Customer.