Service Agreement
The Greenscreens.ai team is available to help at any time by email or telephone, but please note that after-hours support is reserved for P1 or “System Down” issues. For all issues, please submit an email to support@greenscreens.ai with the appropriate subject line. For P1 issues outside of normal business hours (9:00am to 5:00pm, Monday to Friday, except holidays), please use “P1” in the subject line of your email. We’ll respond within two hours.
Contact
Greenscreens.ai Support
(929) 374-2833
or contact your Customer Success Manager
Priority Scale
When you report an issue or outage, using the following priority scale in your email to support@greenscreens.ai can help us respond quickly:
Priority | Subject Line | Description |
P1 Critical Priority | “P1” or “System Down” | You are unable to login, your reports are not showing data or the system is not available to multiple users. |
P2 High Priority | “P2” | Essential features are working, but other functions are not. Use P2 when you have difficulty accessing the system. |
P3 Normal Priority | “P3” | Standard functionality issues |
P4 Low Priority | “P4” | Minor issues with your system. |
Feature Request | “New Feature Request” | Requests for new or enhanced features |