How support works

If your plan includes a Slack channel

Post in your channel using the New request button or by mentioning @GS. Your account manager sees it in the same place your team already talks, and the channel is covered evenings and weekends, not just business hours. Your request gets a reference number and its own thread, and every update, from scheduled to in progress to done, posts back into that thread so you never have to ask where something stands.

Finding any ticket, any time

Every request you make gets a short ticket reference with your school's own prefix, for example AEM-014: the letters are your account, the number is the order it came in. It's on the card in your Slack channel.

1. To see every ticket you've ever opened, in order, type your prefix (for example AEM-) into Slack search.
2. To pick one back up, open its card and reply in that thread. A reply in the thread notifies the team and brings you straight back to that ticket, however old it is.
3. One ticket, one thread. Never start a new message for an existing ticket; reply in its thread and nothing gets lost.

Otherwise, your ticket reference is in the subject line of our emails; reply to that email to keep everything on the same ticket.

Otherwise, by phone, text, email, or chat

1. Call or text (888) 998-9856. An AI assistant answers first and handles quick questions and account basics on the spot. If the team needs to handle it, the assistant takes the details and hands it over, and you'll hear back by email, usually within a business day. Texting is answered by the assistant only; the team follows up by email or chat, not by text. During business hours, press 0 on a call to reach a person.
2. Email support@groundstandard.com or use the chat button here. Your message becomes a support request and you'll get a confirmation email. Reply to that email to add anything; replying keeps the whole conversation in one thread.

What happens next

1. The team confirms your request has been picked up.
2. If it's work we need to schedule, we tell you when to expect it.
3. If we need something from you, the request shows as "Awaiting your Reply" until you respond.
4. When it's done you get a note saying so. If anything needs adjusting, reply and it reopens.

Not sure what your plan includes? Ask support. We'll tell you what you have and what adding something would look like.

Need help?
Email support@groundstandard.com, call (888) 998-9856 and press 1, or start a chat from this help center. Monday to Friday, 9am to 5pm ET. If your plan includes a Slack channel, post there; it's covered beyond those hours.