RadiantGrid Support and Services

About RadiantGrid Support

RadiantGrid Technologies recognizes its role in supporting mission-critical media workflow environments.

In order to provide the most efficient support and maintenance structure possible, RadiantGrid Technologies has partnered with the SAN Solutions Customer Call Center to provide best-in-class technical and software support services.

Staffed with over 60 qualified personnel, the Call Center monitors and responds to in-bound calls 365 days a year, 24×7. Support requests are immediately logged into the RadiantGrid CRM system, and customers are given tracking numbers so they can follow the progress of their support request.

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Contact Customer Support

Phone: 866.669.2044


Customer Portal Login


Support Coverage

  1. System and device level help desk with telephone and email support.
  2. System and device level on-site troubleshooting support.
  3. Remote access troubleshooting for expedited problem resolution where infrastructure supports VPN and remote access.
  4. Coordinated vendor installation of new software or firmware updates followed by system verification.
  5. Manage third party vendor support agreements, if any. Coordinate and expedite vendor level break-fix support. Provide customer any vendor product alerts or other product notifications.
  6. Implement system configuration changes to meet changing system requirements where possible. Recommend system upgrades as needed.

Escalation Policies

The Tier 1 Support Team responds promptly to each case, and will investigate if a hardware or networking issue is causing the issue. The Tier 1 Support Team validates against common troubleshooting scenarios, and if they are unable to resolve the issue, then the case is escalated to our Tier 2 Support Team. The Tier 2 Support Team is staffed with software support representatives, who are experienced with the software and services and are capable of hands-on investigation of customer issues.

If the Tier 2 Support Team is unable to resolve the issue, the case is immediately escalated to the Tier 3 Support Team, which consists of representatives from the RadiantGrid Development Team. Tier 3 issues are mission critical for customers, and RadiantGrid management is immediately made aware of these issues, and all available RadiantGrid technical and development resources will be focused on resolving these cases promptly.

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