What We Do
24/7 expert winery support
The Grape Squad service desk is always open to help with whatever issues you are facing across commerce channels and to answer any questions you have. Issues can be submitted by email or by calling our Grape Squad Hotline. In addition, each winery gets their own personalized Client Portal where they can monitor any open issues or submit new ones. Please let us know if you or any of your staff need a login to https://wineryconnect.itclientportal.com/.
Check out our Grape Squad Service Desk training video to the right (one of our quarterly Zoom training sessions) to see how we make sure we respond to issues crisply and follow them through to completion with great communication throughout.
The Grape Squad Service Level Agreement is as follows:
Between the hours of 8am and 6pm ET, 7 days a week a Grape Squad person will be on the service desk and will respond to issues within one hour.
Outside of working hours the Grape Squad will be notified by email of new issues and will respond within 12 hours.
The best way to log an issue is by email to firstname.lastname@example.org. You will immediately get a response with your issue number and your response timer will start ticking.
The Grape Squad hotline (585-504-6030) is configured to ring the person working the service desk at any given point. Please use the hotline for urgent issues only.
All our clients are also given direct cell phone numbers for key WineryConnect employees, up to and including our CEO. If for whatever reason you are not satisfied with the support you receive, please don’t hesitate to escalate.