Resgrid Support Subscriptions
Priority support, live training, and hands-on help for your Resgrid deployment, whether you use our Hosted platform or run Resgrid yourself. Need around-the-clock coverage? Premium + SLA adds 24/7 system-down response and a 99.9% uptime commitment.
Priority Support
Hosted customers get general support through our Support Portal, and open-source users get help through public GitHub issues. A subscription moves your tickets ahead of the general support queue, with guaranteed response times on critical requests.
24/7 System-Down Coverage
With Premium + SLA, a system-down event gets a human response within 1 hour, any time of day, backed by a 99.9% uptime commitment.
Priority in Our Work Queue
Bugs and feature requests from support customers move ahead of public requests in our development queue, and fixes ship to everyone the moment they're ready.
Ticketing System
As opposed to GitHub issues, our ticketing system allows you to track your support requests and share private information.
Live Training
Live virtual sessions for your administrators, dispatchers, and members.
Hands-On Help
We'll work directly in your Hosted department or self-hosted system to get you configured and back on track.
Protect Your Investment
Get the most from your Resgrid deployment, Hosted or self-hosted, with guaranteed response times and direct access to the team that builds it.
Peace of Mind
Resgrid is built to be production-ready. When you do need help, we're here to get you back on track fast.
Support Subscription Plans
Select from the Yearly Support Plans below
Private support portal
3 critical support tickets/year
Unlimited non-critical tickets
3 business day critical response time*
Priority in fix & feature queue
Self-hosted installation support
Private support portal
10 critical support tickets/year
Unlimited non-critical tickets
2 business day critical response time*
Priority in fix & feature queue
1 live training session/year
Hosted onboarding & data import assistance
Self-hosted installation support
Private support portal
25 critical support tickets/year
Unlimited non-critical tickets
1 business day critical response time*
Priority in fix & feature queue
4 live training sessions/year
10 hours of hands-on support
Hosted named support contact
Hosted annual configuration review
Self-hosted installation support
Everything in Premium (Hosted benefits)
Unlimited Severity 1 (system down) tickets
1-hour response, 24/7, for system-down events
25 Severity 2 tickets/year
After-hours emergency line
99.9% monthly uptime commitment with service credits
Monthly uptime reports & root cause analyses
Quarterly service reviews
* Guaranteed first response time on critical support requests, measured in Resgrid business days (Monday–Thursday, 9 a.m.–5 p.m. Pacific). Premium + SLA Severity 1 response is measured 24/7.
Premium + SLA
For Hosted agencies whose operations depend on Resgrid around the clock. Premium + SLA includes everything in Premium, plus 24/7 coverage for system-down events, a 99.9% uptime commitment, and service credits.
Severity Levels
Severity | What it means | Coverage | First response |
|---|---|---|---|
1 – System Down | Resgrid is down or you cannot dispatch, with no workaround | 24/7 | 1 hour |
2 – High | A core function (notifications, AVL, mobile apps, a core integration) is significantly impaired | Business hours | 4 business hours |
3 – Medium | Minor or limited issue, or a workaround exists | Business hours | Next business day |
4 – Low | Questions, configuration, and enhancement requests | Business hours | 2 business days |
Severity 1 is reserved for system-down events. Errors, slowdowns, and issues affecting some users or with a workaround are handled as Severity 2 or 3.
99.9% Uptime Commitment
The uptime commitment covers the Resgrid US West Web App, Resgrid Events, and Resgrid API, as measured on our public status page.
View the status pageService Credits
Monthly uptime | Service credit |
|---|---|
Below 99.9% | 10% |
Below 99.0% | 25% |
Below 95.0% | 50% |
Credits are a percentage of eligible monthly fees.
Scheduled Maintenance
Scheduled maintenance runs in a standing weekly window, Tuesdays 10 p.m.–midnight Pacific, and is announced in advance on the SLA status page. Occasional extended windows (up to 4 hours, no more than once per quarter) are announced at least 5 business days ahead.
Frequently asked questions
Everything you need to know about the product and billing.
You can reach our support team through our support portal or by emailing team@resgrid.com. We also offer Support Subscription plans with guaranteed response times on critical requests.
Yes. Hosted customers already get general support through the Support Portal. A Support Subscription moves your tickets ahead of the general queue, adds guaranteed response times on critical requests, and includes live training plus Hosted benefits like onboarding and data import assistance, a named support contact, and an annual configuration review, depending on your plan. Agencies with 24/7 operations should look at Premium + SLA.
Premium + SLA is for Hosted agencies running 24/7. It adds a 1-hour, 24/7 response for system-down events, an after-hours emergency line, a 99.9% uptime commitment with service credits, and monthly reporting and quarterly reviews.
A critical request is one where Resgrid is unavailable, or a core function (dispatching, notifications and paging, mobile app access, or unit location tracking) isn't working for your department, and no workaround exists. Non-critical tickets are unlimited on every plan, and reports of a platform-wide outage never use up a critical ticket.
Our business hours are Monday through Thursday, 9 a.m. to 5 p.m. Pacific. We're closed on Fridays and US federal holidays, and company holiday closures are posted on the Support Portal. Premium + SLA customers get 24/7 coverage for system-down (Severity 1) events.
You can report bugs through our support portal or by emailing team@resgrid.com. Please include as much detail as possible including steps to reproduce the issue.
We support the current release and any release from the previous 30 days. If your install is running an older release, the first step will be updating to the current release. Release dates are published on our GitHub releases page.
Documentation is available at our documentation site. You can also find guides, tutorials, and API references there.