Contact us
Choose the channel that works best for your question or urgency.
In-app help
Coming soon
Contextual guidance and live chat will be available in a future release.
Support hours
- Monday – Friday08:00 – 17:00 SAST
- Saturday – SundayClosed
- Public holidaysLimited coverage
Enterprise and priority-support customers may have extended coverage as defined in their service agreement.
Response targets
- Critical — system downWithin 1 hour
- High — major feature impairedWithin 4 hours
- Normal — questions or bugsWithin 1 business day
- Low — feature requestsWithin 2 business days
Frequently asked questions
How do I get access to G.R.A.I.S.?
G.R.A.I.S. is offered to institutions on a commercial SaaS basis. Reach out via the Request a demo button or call us, and our team will set up an appropriate workspace for your organisation.
What are your support hours?
Standard support is available during South African business hours, Monday to Friday. Enterprise customers may have extended or priority support arrangements included in their agreement.
How do I report a technical issue?
Email hello@grais.co.za with a description of the issue, the affected module, and any screenshots or error messages. For urgent matters, call our support line directly.
Can I request a new feature or report a security concern?
Yes. Feature requests and security concerns can both be sent to hello@grais.co.za. Security vulnerabilities should be clearly marked in the subject line so they reach the right team quickly.
Where can I find training or documentation?
Product documentation, user guides, and training resources are available on request for active customers. Contact your account representative or email support for access.
Documentation and resources
Active customers can request access to product documentation, user guides, training materials, and release notes. New resources are published as modules and AI features evolve.
Request documentationNeed direct help?
Our support team is available during business hours to assist with onboarding, configuration, incidents, and account questions.