Maximize the value of your content

Glorystone is dedicated to the success of our customers. To meet their varied needs, we offer world-class service and access to an engineering team that demonstrates outstanding character and integrity. We provide excellent quality and strong value for the resources invested with us. We support people who utilize technology. As such, we will form relationships with our customers that are built upon mutual respect and trust. We will constantly look for ways to identify potential trouble spots and deal with them before they become issues.

Key Benefits

All of our customers enjoy free access via email to our highly trained Customer Solutions Specialists and a guaranteed response time of 48 hours via email support. Contact your Glorystone account development representative for pricing and additional information.

  • Free email-based support
  • 24/7 access to self-help tools
  • Enhanced support packages scale to meet your needs
  Crystal Support Emerald Support Diamond Support
Availability 9AM - 6PM Local US Time
Monday - Friday,
excluding holidays
9AM - 6PM Local US Time
Monday - Friday,
excluding holidays
9AM - 6PM Local US Time
Monday - Friday,
excluding holidays

Off Hours:
6PM - 9AM Local US Time
Monday - Friday,
weekends, holidays
Guaranteed Response Time All Issues:
Two business days
All Issues:
Two business days

Critical Issues:
4 business hours

Important Issues:
8 business hours

Other Issues:
8 business hours
All Issues:
Two business days

Critical Issues:
4 business hours

Important Issues:
8 business hours

Other Issues:
8 business hours

Off Hours:
Critical Issues:
1 business hour

Other Issues:
Next business day
Support Channel Unlimited email support with web-based submission Unlimited email support with web-based submission

Phone Support during
Business Hours
Unlimited email support with web-based submission

24/7 Phone Support
Named Contacts 1 phone contact per organization (Additional contacts available) 4 phone contacts per organization (Additional contacts available) 4 phone contacts per organization (Additional contacts available)

Crystal Support

Availability

9AM - 6PM Local US Time
Monday - Friday,
excluding holidays

Guaranteed Response Time

All Issues: Two business days

Support Channel

Unlimited email support with web-based submission

Named Contacts

1 phone contact per organization (Additional contacts available)
4 phone contacts per organization

Emerald Support

Availability

9AM - 6PM Local US Time
Monday - Friday,
excluding holidays

Guaranteed Response Time

  • All Issues: Two business days
  • Critical Issues: 4 business hours
  • Important Issues: 8 business hours
  • Other Issues: 8 business hours

Support Channel

  • Unlimited email support with web-based submission
  • Phone Support during business Hours

Named Contacts

4 phone contacts per organization (Additional contacts available)

Diamond Support

Availability

9AM - 6PM Local US Time
Monday - Friday,
excluding holidays

Off Hours:
6PM - 9AM Local US Time
Monday - Friday,
weekends, holidays

Guaranteed Response Time

  • All Issues: Two business days
  • Critical Issues: 4 business hours
  • Important Issues: 8 business hours
  • Other Issues: 8 business hours
  • Off Hours:
    Critical Issues:
 1 business hour
  • Other Issues:
    Next business day

Support Channel

  • Unlimited email support with web-based submission
  • 24/7 Phone Support

Named Contacts

4 phone contacts per organization (Additional contacts available)

Critical Issues include loss of the eStation Service, GSVN.tv, or critical loss of significant publishing availability specific to a live production player.

Important Issues are those where the eStation Service is operational, but there are blocking issues regarding expected publishing capabilities specific to a live production player.

Other Issues are all issues which are not defined as Critical or Important.