Grade provides second-line support to its customers. This means that the customer’s own system administrators are responsible for supporting their users in the first instance.
If the administrators are unable to resolve an issue after thorough troubleshooting, those who have a support account may contact Grade Support.
Grade Support never contacts end users directly; that responsibility lies with the customer’s administrators.
Anyone submitting support requests must be trained as a system administrator and registered as a user in our support system.
If you do not have a support account, please contact one of your own system administrators.
Our business hours are 08:00–17:00 on weekdays. On the day before a public holiday, we are available 08:00–14:00.
Creating support tickets
Support requests can be submitted using the form at https://customerportal.talentech.com/knowledge/kb-tickets/new.
Follow-up on support cases is handled via email or by logging in to https://customerportal.talentech.com/_hcms/mem/login. If you cannot log in, you need to create an account via https://customerportal.talentech.com/_hcms/mem/register.
You can also create support cases by emailing helpdesk@support.talentech.com, but for faster handling we recommend using the support form.
What we would like you to do
- Before contacting support, check whether the answer can be found in our documentation at grade.zammad.com.
- Let us know whether you can reproduce the issue and what troubleshooting steps you have already taken before contacting support.
- Try clearing your browser cache/history to see if the issue is resolved (especially after upgrades).
- Be as clear and detailed as possible when describing the problem.
- Please attach screenshots or videos that demonstrate the issue (including the browser address bar).
- Specify which browser and operating system (Windows, Mac, mobile) you are using.
- Any follow-up questions within the same support case must be directly related to the original issue. Please create a new case if your question or incident is unrelated.
What we prefer you not to do
- Do not send sensitive personal data (either in images or text).
- Do not include multiple incidents or questions in the same support case. This helps us route the case to the right person and resolve it as quickly as possible.
- Do not copy additional Grade employees on support emails unless they have already been involved in the case. The support team will handle your request. This helps prevent multiple employees from working on the same issue in parallel.
- Do not forward email discussions, email threads, or documents without summarizing the issue in your own words. A concise summary helps us process your case more quickly.
Urgent issues
If your issue is urgent, please call Support at +46 46 101224.